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user_memcby
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10/02/2026 6:15 PM

I'm being asked to return a TV box; didn't get one to begin with

Last month I cancelled my Xfinity internet plan. I keep getting calls and texts asking me to return equipment. I had my own modem/router. When I call Customer Service, they state that I have a TV box for streaming services. I don't have one and don't remember ever getting one.

I asked for details, they said it's a X1-pro connected to my TV, black, and about 9inx9in in size. I never got anything like that when I became an Xfinity customer. Online searches tell me to check whether I have Xfinity streaming services by using an Xfinity remote to look - I have no Xfinity remote.

What do I do? I don't want to be charged for failing to return an item I didn't receive.

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3 days ago

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122.2K Messages

15 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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user_memcby

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4 Messages

What does this mean? Where did the concern move from?

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15 days ago

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user_6ieoe2

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5 Messages

11 days ago

I had the same problem to week and week to get them to understand 

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user_memcby

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4 Messages

Do you have any advice? I keep getting messages from xfinity. I don't know how get them to understand.

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4 days ago

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XfinityDemitrius

Official Employee

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3.1K Messages

Hey @user_memcby, Thank you for visiting our official Xfinity Forums Community support page. If you are receiving messages, you may have some equipment that is not in use. Have you had someone review the account with you and go over the assigned equipment and what is currently being used? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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4 days ago

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user_memcby

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@XfinityDemitrius​ Yes, I called and had a lengthy discussion with a support person. They said I had a TV service and that I need to return the box. On the phone he mentioned an "X1" box. I asked for details on what it looks like so I could  look for it. The physical description of the box is unfamiliar to me, and not located anywhere in my home. I didn't get a TV service - I only had internet services.

What should be my next step to resolve this?

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3 days ago

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XfinityJosephA

Official Employee

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2.5K Messages

 

user_memcby this could be a small streaming box. Does that seem familiar? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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3 days ago

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