Visitor

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1 Message

Tuesday, July 22nd, 2025

Can't get return label sent to correct email address

I upgraded my phone at an XFinity store last week. I needed some data off my old phone, so I took it home. I was supposed to get a return label by email. I never got one. I spent 4 hours Sunday explaining this to 5 different people multiple times. They sent the original return label to my comcast email, which is inactive and cannot be recovered per another hour long conversation today. All of my other Comcast/Xfinity emails come to my personal (preferred) email. I'm starting to think they sent this to an inaccessible email address so I will have to pay full price for the phone. Phone trade-ins with Xfinity are basically a scam.

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Official Employee

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2.3K Messages

20 days ago

Greetings, @jenjennchicago! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having so many issues with this return label, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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