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user_okv11k
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Sunday, August 16th, 2026 11:50 PM

Unreturned equipment fee on destroyed modem

Greetings, 

My ceiling collapsed and the cleanup crew threw away the modem I needed to return due to water damage. Is there a way to get the monthly unreturned equipment fee waived or pay it off with a lump sum? The site chat agent did not remove the fee despite assuring me they had and it would be reflected on the next bill. 

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Updated 

2 days ago

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XfinityAbel

Official Employee

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488 Messages

2 days ago

Thanks for taking time to reach out on our Xfinity Community Forums page, @user_okv11k. Sorry to hear about your ceiling that sound awful, I'd like to do everything I can with that unreturned equipment charge. Please send a direct message including your full name and service address, and we can get started anytime.

 

How to Send Us a Direct Message:

 

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

 

You can see how to send us a direct message here,

 

How to: Direct messaging within the forum | Xfinity Community Forum  

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