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user_qq4fz5
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Tuesday, July 28th, 2026 3:51 PM

Unreceived Equipment on Account / Dispute Regarding TV Box Return

Hi Xfinity Support Team,
I recently canceled my Xfinity service, and I am trying to complete the equipment return process. However, I noticed that a "TV Box" (Serial #: [Edited: "Personal Information"]) is listed as an inactive device on my account that needs to be returned.
I want to clarify that I never received or owned this TV Box. I was an internet-only customer and only utilized the cylindrical internet modem gateway.
As for the modem gateway, I have already returned it after canceling my account.
Could you please update my account from your end to reflect that the TV Box was never received, and ensure that no unreturned equipment fees are charged to my account?
Here are my account details for verification:

Nam: [Edited: "Personal Information"]

Thank you, and I look forward to your confirmation.
Best regards

Question

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Updated 

4 days ago

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XfinityChristy

Official Employee

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2.9K Messages

4 days ago

 

user_qq4fz5 Thank you for reaching out. I can understand why you'd want to get this straightened out, especially if the TV Box showing on the account was never in your possession. I'd be happy to take a closer look and review the equipment listed on your account. To protect your account information, please send us a Direct Message with your full name and service address. Once I have that information, I'll review everything and see what I can do to help clear this up.

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "Start new conversation" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

 

I look forward to hearing from you. 😊

 

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