Got a replacement box, old box still shows up

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@BHelms07 wrote:
Follow up: its been almost a week and its still there... hope someone can help

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during the pandemic expect many days before the old one is removed. 

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@CrusherK wrote:
I have the same issue. Been over 3 months. Nothing works. It's not listed under my account as registered device, it was returned. Reset system doesn't fix it. This is a bug in software, no method to manually delete and it appears that the software doesn't remove devices automatically. Not sure if it's designed to monitor pings from devices to maintain membership in device list.
Comcast please defect this and resolve, should be easy to reproduce and troubleshoot the code. Probably is just an oversight and missed in the design. It's very annoying and confusing for the family. I had to rename the correct device so that it has a different name from the "Master Bedroom" removed device.

I hope we get traction from Comcast on this! Really want to see this fixed. It should remove automatically and we should be able to manually delete devices.

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until the warehouse 'receives' it in their inventory it stays without charge on your list of equipment (not in billing as it is inactive). Covid-19 has made most things slow down or stop in procedures.. 

I returned a box on July 29 via UPS. It was received by Comcast on July 30. I checked a few days ago, and it no longer shows up on my account. Not sure exactly when it was removed.

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@CrusherK wrote:
No official response from Comcast? Can they explain why a box remains in the Recorded on menu as duplicate with no option or method to delete it?

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this is the nature of covid-19 caused delays.  on the good side, you are not being charged for the rental of the item.

It takes weeks for them to clear from the system. I once has to exchange a box 3 or 4 times. Took about 4 weeks for them all to disappear from My Account and Devices. 

You can rename the returned boxes in the TV Remote app if you want them in a different spot on your list until they disappear.  

I've got the same identical issue. Because of their "Top Notch" equipment, I had to replace all three of my X1 TV boxes - 1 DVR and 2 smaller boxes - Now I have six boxes listed, only three of which are actually in my house being used. I've contacted XFINITY numerous times and they claim they don't know what I'm talking about or say there is no way to fix the issue. I didn't have this problem with Verizon FIOS. I wish I knew how to remove the old, unused names.

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@OtisDowdy wrote:

I've got the same identical issue. Because of their "Top Notch" equipment, I had to replace all three of my X1 TV boxes - 1 DVR and 2 smaller boxes - Now I have six boxes listed, only three of which are actually in my house being used. I've contacted XFINITY numerous times and they claim they don't know what I'm talking about or say there is no way to fix the issue. I didn't have this problem with Verizon FIOS. I wish I knew how to remove the old, unused names.

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as long as the old equipment is not on your 'my account' devices it is not charged. with the pandemic in progress there are not enough employees to do all the jobs and ata entry (like check in the old set top boxes at the warehouse). Bear with them, please.