Xfinity's Commitment to Keeping You Connected

Providing safe and clean environments for our customers is a top priority. We are committed to upholding the highest standards of cleanliness in our retail stores. We’ve increased our professional cleanings to twice a day using methods recommended by public health authorities.

You can schedule an appointment up to 2 weeks in advance by visiting xfinitystores.com. Enter your zip code to find your local store and follow the prompts to schedule an appointment.

If you need to cancel an existing in-store appointment, refer to the instructions in the confirmation email you received after booking the appointments.

Xfinity customers can make a payment at CheckfreePay payment locations in Walmart & Kroger, or at Western Union Quick Collect payment locations at stores like Rite Aid, Walgreens, Dollar General, and many supermarkets. Visit Western Union to find the Quick Collect options most convenient for you.

Please be sure to bring your Xfinity account number when paying your bill. Your 16 digit Xfinity account number is in My Account and on your billing statement.

You can always return equipment at any open Xfinity Store. Find instructions for how to make an appointment to drop your equipment at stores.

For customers who either can’t or prefer not to go to a store, we have free UPS at-home pickup available. Visit our Digital Return Center and select the devices you would like to return. Then box up the equipment, print your UPS return label and call 1-800-PICK-UPS to schedule the pickup. As always, you can also package up your devices and hand them off to your local UPS driver or take them to a UPS store and they will package up your return for you. Be sure to visit theupsstore.com for the most up-to-date UPS locations and store hours.

Read more here for additional ways to return equipment.

To return an Xfinity Mobile phone, visit xfinitymobile.com/myaccount, select the phone you wish to return, and follow the steps provided. After you package up your phone and secure the mailing label, call 1-800-GO-FEDEX, select the option I'm using a label, and follow the voice prompts. You can also drop off your boxed-up device with the attached return label at your nearest FedEx shipping center. For the most up-to-date locations and store hours, visit fedex.com. Learn more about returning other Xfinity Mobile devices.

We continue to prioritize the health and safety of our employees by performing daily health screenings of our technicians. Please be aware that our technician may ask you to confirm the health of everyone in your household before proceeding with any work.

When a technician enters your home, they will follow health and safety guidelines based on local regulations and CDC recommendations including practicing social distancing where possible.

You can text APPT to 266-278 at any time to reschedule or cancel an existing repair appointment for any service except Xfinity Home. If anyone in your home is sick or currently under quarantine, we ask that you cancel or reschedule your appointment for 30 days from now.

 

Chat with Xfinity Assistant to:

• Schedule a new appointment to repair, install, or upgrade any service.
• Reschedule or cancel an existing install or upgrade appointment related to any service.

Finally, if you need the delivery status of your equipment and Getting Started Kit, use the Xfinity My Account app or sign in to My Account online.

Appointments are available for several weeks in advance to meet your needs.

While we usually prefer 24 hours' notice, same-day cancellations are perfectly fine at this time.