Over time, internet and TV equipment needs updating to keep up with the latest technology.
If you need to troubleshoot your Xfinity Internet or TV service, review Xfinity Internet and WiFi connection troubleshooting and what to do if your Xfinity TV and Internet is out.
Ways to replace rented equipment
For equipment rented from Xfinity, like TV Boxes and modems, choose an option below, if you’re eligible to upgrade:
- Go to xfinity.com/equipmentupdate and follow the prompts to order new equipment, when eligible.
- Visit an Xfinity Retail Store to exchange your existing equipment.
If you own equipment, visit My Device Info to find modems compatible with your level of service. You can also check if your existing modem is up to date.
Review these steps in the languages below:
Replacing your equipment FAQs
Why do I need to replace my equipment?
Over time, internet and TV equipment needs updating to keep up with the latest technology. If you rent equipment from Xfinity, you can get an update — on us!
Learn why upgrading your equipment is important.
How much will my new equipment cost?
If you rent equipment and self-install the new TV Box and/or modem, there's no installation charge for exchanging. We can also schedule a professional installation, but an additional fee may apply.
What should I do with the old equipment once I receive my new device(s)?
There are three options for returning rented equipment:
- By mail: Go to the Digital Returns Center to print a prepaid shipping label.
- In-store: Exchange your existing equipment at an Xfinity Retail Store.
- Professional Installation: If your new equipment is professionally installed, your technician takes your existing equipment.
Note: Please return your old Xfinity equipment to us within 30 days of getting your new equipment. There may be a charge for unreturned equipment.
How quickly will I get my new equipment?
If you choose to have your Xfinity equipment mailed, you should get it in three to five business days. If an email address has been provided and confirmed, you'll receive a tracking number.
Updating your TV Box FAQS
What happens if I don't replace my TV Box?
If you don't replace it, you could start losing HD channels, or in some cases, all channels.
I have more than one TV Box — how do I know which one(s) to replace?
You should get a letter, email, text, and/or bill message from Xfinity that lists the serial number(s) of the device(s) to replace.
What happens if I have a DVR?
Learn what happens to your DVR recordings when you exchange equipment.
- If you have a non-X1 TV Box from Xfinity, saved recordings won't transfer over. You’ll need to reset recordings for future programs on your new TV Box. Learn about setting recordings.
- If you have an Xfinity X1 TV Box, the recordings in the cloud should transfer. You’ll lose any recordings not in the cloud. Review the DVR overview for details or check to see if you have an X1 TV Box.
Updating your modem FAQ
What happens if I don't replace my modem?
If you don't replace your modem:
- You won't get the latest security updates.
- You won't receive the fastest in-home WiFi.
- You might experience service interruptions or slow internet speeds.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.