1 Message
Lost flex box
I moved over a year ago and had to cancel my wifi. I lost the flex box in the move and didn’t think anything of it since I had never used it and I figured it was part of the deal I got when I purchased the wifi. No one told me at any point that I would need to return this. Even when I was at the store and told the Xfinity employee I lost it they did not inform me I would be charged until it was returned or that I would need to return it at all. Is there any way I can resolve this? I’m worried I’m going to be charged indefinitely for something no one informed me about. I cannot afford another bill. Xfinity employees had every opportunity to inform me of this and chose not to.
XfinityDemitrius
Official Employee
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1.3K Messages
27 days ago
Hey @user_08xjfb, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity Flex equipment. I would be more than happy to offer my assistance looking into this further for you.
Are you an active Xfinity subscriber or discontinued services for your move? The Xfinity Flex streaming box is included within the cost of the Xfinity Internet subscription. If you are an active customer, there may be a monthly InActive set-top box fee. If you are no longer a customer, you may see an Unreturned Equipment Fee for the set-top box on your final billing statement.
If you find the set-top box at a later date, you can then return the set-top box to remove the Unreturned Equipment Fee and received a refund for Unreturned Equipment Fee.
You can learn more information about the Xfinity Flex service and equipment by visiting our 'What's Xumo from Xfinity (formerly Flex)?' support page.
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