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user_5c40d7
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Wednesday, June 12th, 2024 7:59 PM

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xfinity sent me 2 gateways

made switch from performance select to internet essentials on 4/26/24 -- xfinity sent a gateway, which i didn't hook up, cause i already had an approved one -- so i guess i was kept on performance select, cause no one told me i had to switch to the new gateway -- so the bill came in on 6/2, i realized i was still on performance select, on 6/3 contacted xfinity and they explained i needed to hook up the gateway they sent on 4/26, which i did, they then switched me to internet essentials, everything good -- but then on 6/4 they send me another gateway, which i haven't even opened -- tried to send it back today using online chat, they give me some ups number that is useless -- i guess just keep both until xfinity  contacts me, leave the second one unpacked and ready for return?

Question

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Updated 

11 months ago

 • Edited

101

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XfinityAntoine

Official Employee

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1.4K Messages

11 months ago

Thanks for reaching out, user_5c40d7! You can return it to your nearest Xfinity Store, so you're not charged for it. 

 

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user_5c40d7

7 Messages

unfortunately, i'm in silver city, nm, 88061 -- no xfinity store here, nearest is 118 miles away

11 months ago

0

XfinityAntoine

Official Employee

 • 

1.4K Messages

OH YIKES! Okay. You can visit our Digital Return Center https://customer.xfinity.com/returns and select the devices you would like to return. Then box up the equipment, print your UPS return label and call 1-800-PICK-UPS to schedule the pickup or drop it off at your nearest UPS Store. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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11 months ago

0

user_5c40d7

7 Messages

did that before posting on here -- only one of the gateways shows up, the one from 4/24 which is activated -- the second one from 6/4 does not show up, was never activated, is in an unopened box -- can't you send me a ups return label, to my email, and i will take it to the ups store in town here, like i do with my amazon returns? -- there's some identifying info, like the s/n, on the box, if that is needed

11 months ago

0

XfinityJeniece

Official Employee

 • 

3.1K Messages

 

user_5c40d7, thanks for clarifying! You would be able to take the gateway to the UPS store without a label as we have an awesome partnership with them. They will be able to create a label for you and ship the package back to us free of charge! I would recommend getting a receipt for the return. Let us know if you have any additional questions! 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

user_5c40d7

7 Messages

was very easy, thanks

11 months ago

0

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