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User_JK
1st Topic

4 Messages

Monday, February 24th, 2025 10:44 PM

Obsolete Equipment Showing on My Xfinity Account

I replaced a defective XiD X1 TV box over a week ago, but the obsolete equipment still shows as registered to my account when I login to my Xfinity account and look at the devices list. I've called telephone support several times, but no one seems to know how to correct this issue. It seems like it should be a straightforward thing to correct. Does anyone have any ideas about how to fix this?

Question

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Updated 

1 month ago

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Accepted Solution

XfinityRaf

Official Employee

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813 Messages

1 month ago

Hi @User_JK. I wanted to circle back here to confirm that after opening a ticket, your issue has been resolved. Please let us know if you need anything else. 

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XfinityAlfonso

Official Employee

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1.5K Messages

1 month ago

Hello User_JK thank you so much for reaching out with these questions on your equipment display via the Xfinity App. How long ago was the old equipment returned?  And was this done directly to a store or a UPS location? 

 

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User_JK

4 Messages

The equipment was returned on 2/16/2025 at a Comcast store. I have a receipt that shows the serial number of the returned equipment and the serial number of the issued equipment. The issued equipment was activated by the Comcast associate that helped me at the store.

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1 month ago

0

XfinityRaf

Official Employee

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813 Messages

Thanks for confirming. From my experience, I've seen equipment take up to a full billing cycle to clear off an online account/app once returned. If you would like, we can double-check your account to make sure the box has been removed. If you could send our team a direct message with your full name and full address, we can get started.

 To send a "Direct Message" ("Private") 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
  • Press Enter to send it
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

User_JK

4 Messages

DM sent on 3/1/2025.

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1 month ago

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User_JK

4 Messages

I obtained resolution on my issue with DM support. The issue has been resolved, and this thread may be closed. Thanks!

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1 month ago

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