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TV BOX was returned on Nov 16 but shows up online still in "Devices"

Frequent Visitor

TV BOX was returned on Nov 16 but shows up online still in "Devices"

On Saturday Nov 16, I dropped off a TV Box to XFinity Store locally and received a receipt for the return and removal of device from account.  Online, it shows a partial credit mid-cycle in "Devices Removed" and that is correct. However, when I click on inventory of devices in https://customer.xfinity.com/#/devices the TV Box is still listed. Should it not be removed from account completely 4 days later ?

Diamond Problem Solver

Re: TV BOX was returned on Nov 16 but shows up online still in "Devices"

Give it a few more days to reconcile, billing and equipment are 2 different areas

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Frequent Visitor

Re: TV BOX was returned on Nov 16 but shows up online still in "Devices"

Still shows up in Devices

https://customer.xfinity.com/#/devices

Diamond Problem Solver

Re: TV BOX was returned on Nov 16 but shows up online still in "Devices"

I’ll escalate it up but it’s been 4 business days

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Official Employee

Re: TV BOX was returned on Nov 16 but shows up online still in "Devices"


@broward_florida wrote:

On Saturday Nov 16, I dropped off a TV Box to XFinity Store locally and received a receipt for the return and removal of device from account.  Online, it shows a partial credit mid-cycle in "Devices Removed" and that is correct. However, when I click on inventory of devices in https://customer.xfinity.com/#/devices the TV Box is still listed. Should it not be removed from account completely 4 days later ?


Thanks for reaching out about your app/box relationship issues. We'll take a look as to why it is still showing on your end.

 

Please send me a private message with your full name for help. Just click my name (Comcast_Support) and then on the next page, you'll see an option to send a private message on the right.

 

Ken


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

Re: TV BOX was returned on Nov 16 but shows up online still in "Devices"

Tried that *clicked name, looked on right* but no option "Send Private Message" or variation(s) shows up - asked friends and family to also check, changed browsers, same result(s).

 

Perhaps you can find the details based on serial as surely some type of audit exists. We don't have a tv so use only tablets,laptops to watch xfinity stream (ie. evening news)

X1 TV Box

Set-top BoxSerial #: PAQT07339958

Frequent Visitor

Re: TV BOX was returned on Nov 16 but shows up online still in "Devices"

Still shows up in Devices one week later -

receipt of return Sat Nov 16

today is Sat Nov 23

https://customer.xfinity.com/#/devices

Frequent Visitor

Re: TV BOX was returned on Nov 16 but shows up online still in "Devices"

Issue resolved and device no longer displays in 

https://customer.xfinity.com/#/devices