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user_27h64k
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5 Messages

Monday, July 14th, 2025

Won’t send return label for incorrect phone

I went to Xfinity over 2 weeks ago to upgrade my phone. The employee ended up ordering the wrong gigabyte iPhone and they told me the only way to exchange it for the correct one was to activate it, and when the new one came they would activate that one and I could send the incorrect one back. Well sure enough when I click on the return label in my email, it said “Page Not Found” on the fedex website. I have called over 4 times and spent countless hours wasted on the phone just for every single representative tell me it’s “grayed out” and they can’t send me a shipping label. They can’t even give me an address of where to send it. How is it possibly in a huge company like Xfinity that one single person isn’t authorized to send a return shipping label for a phone they can see in my account, that has a receipt and an exchange number?! That they ordered incorrectly in the first place? Is this a scam?! It seems impossible and I am beyond aggravated and ready to switch back to my old carrier. 

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XfinityWilliam

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27 days ago

 

user_27h64k Hi there, Have you tried visiting your local Xfinity store to return the phone?

 

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user_27h64k

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@XfinityWilliam​ yes I have. I’ve been there 4 times. They said they cannot return it from the store and refuse to take it. 

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27 days ago

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XfinityFrank

Official Employee

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1.6K Messages

Thanks for confirming, @user_27h64k. We would like to look further into this and help get a resolution! Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address to get started.

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.
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27 days ago

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user_ce9k2c

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1 day ago

they are pulling the same garbage with me. did you ever get a return label? or do I need to file a FCC complaint on cramming charges?

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user_27h64k

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@user_ce9k2c​ 

for some reason when my husband went to xfinity and pulled up the email (on his own laptop) the label opened right up! They printed and sent it off. I tried to open it on my phone and computer again and it still said page not found. So I don’t know why it only opened there but that’s how it got solved!

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1 day ago

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user_27h64k

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@user_ce9k2c​ 

so my husband went to the xfinity store and they were actually able to open the return label there from his own personal laptop… but when I tried to open it again from my phone/laptop it still didn’t work! So strange but that’s how it ended I’m getting taken care of. Sorry you’re going through it too- customer service was honestly the worst. 

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1 day ago

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