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user_zu00my
1st Topic

Visitor

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2 Messages

09/23/2026 9:27 PM

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Unreturned equipment notice for modem returned years ago

I recently canceled my service and received an email requesting the return of a modem with serial number (Edit personal information}. I do not have this device. This was an old rental Arris modem that I physically returned several years ago when I switched to my own personally owned retail modem. Could someone please review my account history, verify when my personal modem was activated, and remove this old serial number from my profile so I am not charged?"

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19 hours ago

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Official Solution

XfinitySean

Official Employee

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1K Messages

19 hours ago

Thank you again for reaching out and giving us the opportunity to review the equipment remaining on your account after disconnecting services! I'm glad that we were able to ensure the equipment was removed to prevent any unreturned equipment charges in the future. If you ever find yourself in need of assistance down the road, or have any questions that need answering, you're more than welcome to submit a new post to reach out, and our team will be ready and eager to help! I hope you have a fantastic weekend!

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XfinityOrlandoM

Official Employee

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3.8K Messages

2 days ago

@user_zu00my

Thanks for reaching out to us. We do apologize for any inconvenience. If you used your own personal modem, you wouldn't get a notification to return.

 

You most likely are getting the notification to return Xfinity TV equipment, such as our free Xfinity Xumo streaming service, formerly known as the Flex services.  https://www.xfinity.com/learn/xumostreambox

 

The Services were free, but you do have to return the streaming box that came with that service, as that is still part of the property of Xfinity.

 

The best way to verify this,  is to go look at your Xfinity bill and Scroll down to Page 3 under your regular monthly services and charges, where it says equipment and services; you would see the section that says Xfinity Xumo or Flex streaming TV box rental.

 

https://www.xfinity.com/support/articles/view-xfinity-billing-history

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user_zu00my

Visitor

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2 Messages

"Thank you for checking. It is very possible this was a Flex box sent to us years ago that we stopped using because we didn't like how it worked. I have looked for it but am unable to find it. Since it has been completely inactive for years and was a free promotional item, is there any way you can issue a one-time courtesy waiver for this equipment so my final refund can be processed?"

1 day ago

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XfinityEva

Official Employee

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2.7K Messages

@user_zu00my We'd be happy to take a closer look at your account and review the available options with you. Please send us a direct message so we can discuss your specific situation in more detail. 

 

How to Send Us a Direct Message:


1.  Click "Sign In" if necessary.
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3.  Click the "Start new conversation" (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.

For an example of how to send us a Direct Message, check out this link

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