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Unable to return X1 Box - device not listed

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Regular Visitor

Unable to return X1 Box - device not listed

Hi-

 

I recently replaced my X1 box with the 4K X1 box. My device is not listed on the xfinity returns page so i am unable to print a shipping label or start the process of returning the old box. Therefore I am being billed for the old box and service for the additional box. I was told when ordering the 4K box that i could simply print a label for the old box and schedule a UPS pickup due to covid-19. Just spent an hour on chat with a rep and they were unable to tell me how to get a shipping label now. Any ideas?

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Expert

Re: Unable to return X1 Box - device not listed


@jeremyjenkins54 wrote:

Hi-

 

I recently replaced my X1 box with the 4K X1 box. My device is not listed on the xfinity returns page so i am unable to print a shipping label or start the process of returning the old box. Therefore I am being billed for the old box and service for the additional box. I was told when ordering the 4K box that i could simply print a label for the old box and schedule a UPS pickup due to covid-19. Just spent an hour on chat with a rep and they were unable to tell me how to get a shipping label now. Any ideas?


Contact your nearest UPS store. They should be able to help you.


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Regular Visitor

Re: Unable to return X1 Box - device not listed

while going to a UPS store would be okay, i was hoping to get a label and have the pick up at home as the xfinity site says i should be able to.

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Official Employee

Re: Unable to return X1 Box - device not listed

@jeremyjenkins54  as per your private message, - yes we can get a return label and a box shipped to you sure thing, can you confirm the address we should send this to? Just respond to the private message with that info.  Thanks for your patience.  


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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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