Xfinity will not send me the trade in mail label

The return /print button for my phone trade in label on the website or app is blacked out. I’ve called three times and each time they say that they are sending it to me. I went to a local store and they couldn’t get it to print either. Can’t seem to get any real help with this.

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XfinityJustinC

Official Employee

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1.7K Messages

2 days ago

Hello, @user_e2w2zb thank you for reaching out over Xfinity Forums. This isn't the experience we want you to have when attempting to get a return label to send a trade in device, and want to ensure your able to get this resolved. With the post being a few days old, were you able to get a return label?

I see you're new to the Xfinity Forum, and wanted to pass along that our guidelines have some great information on making sure your post is on the correct board to get faster assistance for future interactions: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c

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user_e2w2zb

Visitor

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3 Messages

I still don’t have any resolution to this and have had two escalated tickets closed out for no apparent reason.

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15 hours ago

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XfinityJustinC

Official Employee

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1.7K Messages

@user_e2w2zb thank you for the follow up, and want to look into the closed tickets further. I've worked with a few customers that have reported similar issues with tickets being closed and no resolution, and want to see what tickets have been submitted and closed. I'll need to gather some information we don't want in our public conversation. Could you please send our team a direct message with your full name and full address?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

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15 hours ago

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user_235ziq

Visitor

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3 Messages

2 days ago

I had the same issue. I was able to find the shipping label by logging onto the Xfinity website (not the app), then click on "devices" at the top, then click on the new phone that you received and it will have the shipping label available. This happened on 2 of the 4 phones I was trading in.

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user_e2w2zb

Visitor

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3 Messages

Mine is completely blacked out on the website and have had two escalated tickets closed for no apparent reason.

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15 hours ago

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user_e2w2zb

Xfinity will not send me the trade in mail label

XfinityJustinC

user_e2w2zb

XfinityJustinC

user_235ziq

user_e2w2zb

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