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user_pj5mjv
1st Topic

Visitor

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3 Messages

Thursday, August 13th, 2026 3:34 PM

No equipment to return

I cancelled my service last week and received a message reminding me to return my equipment, except I never had any equipment because I only had internet and used my own modem and router. How do I make sure I won't be charged for not returning equipment I never had and clear this up?

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5 days ago

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XfinitySara

Official Employee

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2.8K Messages

5 days ago

Hey, @user_pj5mjv - Thanks for creating this post about that equipment concern. Makes sense why you'd want to get to the bottom of this. We certainly don't want you to be charged for equipment you don't have. If you double-check the full, PDF copy of your latest statement(s), are you able to see anything listed besides the modem? I ask because some accounts reflect Xumo service and the first, free TV Box, though one wasn't received or customers forget they put it somewhere. Here's how to view your full statements, just in case:

 

  1. Log in to My Account
  2. Select the purple Account icon in the upper right corner
  3. Select "Billing"
  4. Select "Bill details"
  5. Select "Statement history"
  6. Click on "Statement PDF" under your current statement
  7. Or click on any of the previous statements listed to view the full document(s)

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user_pj5mjv

Visitor

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3 Messages

Hi Sara, I don't see anything besides the internet plan I was paying for:

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5 days ago

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user_pj5mjv

Visitor

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3 Messages

Sara - I see on the previous statement to my final bill that there's Xfinity Flex and Streaming TV Box Rental listed. I never ordered this equipment, I never used this equipment, and I never received this equipment. Please advise.

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5 days ago

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XfinitySara

Official Employee

 • 

2.8K Messages

Ah, @user_pj5mjv, ok. Then we'll have to submit a ticket to have it removed as never received. Could you please send our team a direct message to continue?

 

How to send us a direct message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  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.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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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5 days ago

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XfinitySara

Official Employee

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2.8K Messages

5 days ago

Alright, @user_pj5mjv - We were able to locate and remove the equipment before any charges applied, and I am so glad this has been taken care of for you. As mentioned via DM, our team remains here to support you and your household, so please feel free to reach out down the road if you need us!

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