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Tuesday, November 21st, 2017 7:00 AM

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ANSWERED: How to Return Your Xfinity Equipment

Question

 

How do I return my equipment back to Xfinity?

 

Answer

 

How to Return Your Xfinity Equipment

Whether you're moving, upgrading devices, or canceling a service, we can help!

Visit our Digital Return Center at xfinity.com/returns and follow the on-screen instructions for the device you'd like to return to us.

If you don't see your device, simply follow the return options below. Even if you’ve already disconnected your account, you can still use the Digital Return Center. You just need your Xfinity ID and password.

If you need to return or exchange:

For help moving, just tell us a bit about your move at xfinity.com/moving. We'll take care of the rest so you can move in about a minute.

Instructions in different languages

Find these instructions in a different language below:

Simple options to return Xfinity equipment

Should you need to return your rented equipment, there are a few ways to do so.

OPTION ONE: ONLINE WITH PREPAID SHIPPING LABEL

Initiate your return online and send your equipment back with a prepaid UPS shipping label.

  1. Sign in and visit the Equipment Return page.
    • Note: You must have your Xfinity ID and password to process your return online.
      • If you don't, you can head directly to a UPS Store near you.
    • Already submitted a return request?
  2. Check off the device(s) you'd like to return and select Continue.
    • When returning your device(s), check the serial number on the device to ensure that it matches your selection.
    • Note: If you're returning a TV Box, you can click Identify Device.
      • This will send a signal to that specific TV and display an on-screen message to let you know it's the correct TV Box.
  3. Choose a reason for return and press Continue.
  4. Select a return option, follow the listed instructions and press Confirm.
    • If you’ve selected UPS Prepaid Shipping:
      • Return to the Device Management Center.
      • Select Return Details for the device you’re returning.
      • Click Print Shipping Label to print the label for your package.
  5. Put the equipment being returned into its original box.
  6. Place your UPS prepaid shipping label on the outside.
    • Keep the top portion of the label with the tracking number included, as this will be your receipt.
  7. You can either:
    • Call 1-800-PICK-UPS to schedule an at-home pickup by using the label tracking number.
      • Note: UPS may charge a fee for this service. We don't cover this or offer credit for it.
    • Drop the package off anywhere that UPS shipments are accepted.

Note: Please allow up to two weeks for the return to be reflected on your account.

OPTION TWO: XFINITY RETAIL STORE

Visit us at any Xfinity Retail Store.

  1. Find an Xfinity Retail Store location near you.
  2. Visit xfinity.com/stores to make an appointment.
  3. Drop off your equipment at the Xfinity Retail Store.
    • After you return your equipment, it'll be immediately removed from your account.
  4. Our team at the Xfinity Retail Store will provide you with a receipt confirming your return details.

OPTION THREE: UPS STORE

Stop by a UPS Store.

  1. Visit theupsstore.com/tools/find-a-store to find a UPS Store near you.
  2. You can package the equipment yourself using a cardboard box and the prepaid UPS shipping label you printed at home.
    • If you don’t have a cardboard box, you can bring your equipment to the store.
    • A UPS representative will pack and ship your equipment back to us at no charge.
  3. You can track the progress of your return at xfinity.com/returns or on UPS.com.
    • To find your tracking number:
      • Reference the tracking number on the return label to monitor your package.
      • Reference the tracking number on your physical receipt if a UPS Store representative packaged the equipment for you.
    • Please allow up to two weeks for the return to process and your account to reflect these changes.
    • Stay in the Know: If you have an email address on file, you'll also receive a confirmation email letting you know that the equipment was received and the date that the return was processed. Update your email address.

Additional information

Visit our Online Support Center to find common solutions and self-help options, troubleshoot or manage your account and more.

The easiest way to manage and troubleshoot your Xfinity experience is with the Xfinity app! Download it for free from Google Play or the App Store, or text "APP" to 266278.

 

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