Your issue has been escalated to the Comcast Team available to the Forums. A member of that team will reply to your post as quickly as they are able, so check back often.
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy. You can read about our PM Policy here.
Greetings! We appreciate you taking the time to reach out to us here on the forums. We hope you are having an amazing day. We apologize to hear a return label was not included when you received the new modem. We would like to make sure we get the label out to you. Can you please send us a PM with your first and last name so we may further assist you?
To send a private message, please click the name "Comcast_Support" then select "Send a Message" on the right side.
I have exactly the same problem. I spent more than 15 hours last week trying to get help from Comcast! In that process no agent ever returned a call. Using the chat line was very frustrating, I got cut off multiple times, and in the process my new modem service was cut twice because of reboots initiated by Comcast leaving me dead in the water. That meant calling and getting a new chat tech to reboot the modem with the correct settings.
After completing the survey forms, I got emails/calls from 3 members of the Customer Experience team, but no results so far.
Thanks for your note of support. I think that my case has been resolved. I filled out a survey on Mon (11/16) before exploring the community forum. I got a call from another Comcast agent on Tues (11/17), explained the situation, and received an empty box and return label on Wed (11/18). On Thurs (11/19) afternoon I handed the box to a UPS driver who was dropping off packages; that evening I got an e-mail from Comcast indicating that they received the package.
Hello @theallkamighty, thanks for reaching out to our Forums! I apologize for the delay but would love to assist you with returning the modem. If you still need assistance, please send me a private message including the full name as it appears on the account and your full name if different.
To send me a Private Message, please click my name “ComcastAmira” and click “send a message".
@theallkamighty, I apologize for the delay, you sent me a PM during my days off. I am back and have responded to your private message. Thanks!