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returning deceased owner equipment

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New Poster

returning deceased owner equipment

My parents have died and the equipment needs to be returned.  They did not have an online set up and my husband has COVID-19 so we can't go anywhere.  How can I get a return label for UPS pick up for their items?

 

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Official Employee

Re: returning deceased owner equipment


@KH16 wrote:

My parents have died and the equipment needs to be returned.  They did not have an online set up and my husband has COVID-19 so we can't go anywhere.  How can I get a return label for UPS pick up for their items?

 


So sorry to hear this news about your parents and your husband.  

In response to COVID-19 travel and safety concerns, we’re making equipment returns even easier with free UPS home pick-up.

 

Customers can schedule an at-home pickup by initiating the equipment return at the Digital Returns Center, printing the UPS return label, boxing up the equipment and then calling 1-800-PICK-UPS to schedule the pickup. Customers will need the tracking number from the UPS return label to schedule the pickup.

 

Link below:

https://www.xfinity.com/support/articles/returning-your-equipment


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New Poster

Re: returning deceased owner equipment

On the returns page, The Internet and Voice section is greyed out and I can't select the Internet & Voice Gateway to print a label to return it. If I try and select it, when I hit continue it doesn't go anywhere. How can I print a label?

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New Poster

Re: returning deceased owner equipment

I have been on that link - it automatically connects to my equipment - which i am NOT returning.  It also specifies if you don't have an online account set up you need to go to a store.  My parents did not have an online account.  So...then what?

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Official Employee

Re: returning deceased owner equipment


@theo19451 wrote:

On the returns page, The Internet and Voice section is greyed out and I can't select the Internet & Voice Gateway to print a label to return it. If I try and select it, when I hit continue it doesn't go anywhere. How can I print a label?


Apologies, we will get you a prepaid UPS Return label sent out via USPS Mail to the address listed on your account.  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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Highlighted
Official Employee

Re: returning deceased owner equipment


@KH16 wrote:

I have been on that link - it automatically connects to my equipment - which i am NOT returning.  It also specifies if you don't have an online account set up you need to go to a store.  My parents did not have an online account.  So...then what?


Apologies, we will get you a prepaid UPS Return label sent out via USPS Mail to the address listed on your account.  Thanks for your patience. 


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.
Was your question answered? Mark the post as Best Answer!
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Official Employee

Re: returning deceased owner equipment

For those that need a return label sent manually, please send me a private message with your first and last name and I will work on sending those out. Thanks!


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