ANSWERED: How to upgrade your devices when you receive an upgrade letter from us?

***Updated 9/2/2026

Your Xfinity Internet and TV equipment may need an upgrade to keep up with new technology.

If you're having trouble with your service, see Xfinity Internet and WiFi connection troubleshooting and What to do if your Xfinity TV and Internet is out.

How to replace equipment

If you rent a TV Box or modem from Xfinity and are eligible for an upgrade, you can:

• Go to xfinity.com/equipmentupdate and follow the steps.
• Go to an Xfinity Retail Store to swap your equipment.

If you own your equipment, see My Device Info to check if your modem works with your service or needs an update.

FAQs

Why should I replace my equipment?

Over time, internet and TV equipment needs updating to keep up with the latest technology. If you rent equipment from Xfinity, you can get an update on Xfinity.

Learn why upgrading your equipment is important.

How much does new equipment cost?

If you install it yourself, there’s no charge. If you want a technician to install it, a fee may apply.

What do I do with the old equipment?

You can return it:

• By mail: Print a prepaid shipping label from the Digital Returns Center.
• In-store: Bring it to an Xfinity Retail Store.
• With a technician: They’ll take it during installation.

Note: Please return your old Xfinity equipment within 30 days to avoid unreturned equipment charges.

When will I get my new equipment?

If Xfinity mails it, you’ll get it in 3–5 business days. You’ll get a tracking number if your email is confirmed.

What if I don't replace my TV Box?

You might lose HD channels or all channels.

How do I know which TV Box to replace?

You’ll get a letter, email, text, and/or bill message with the serial number(s) of the box(es) to replace.

What happens if I have a DVR?

Learn what happens to your DVR recordings when you exchange equipment.

• If you have a non-X1 TV Box, recordings won't transfer. You’ll need to set them up again. Learn about setting recordings.
• If you have an Xfinity X1 TV Box, Cloud recordings transfer. Others won't. Review the DVR overview for details or check to see if you have an X1 TV Box.

What if I don't replace my modem?

If you don't replace your modem:

• You won't get the latest security updates.
• You won't receive the fastest in-home WiFi.
• You might experience service interruptions or slow internet speeds.