Over time, internet and TV equipment needs to be updated to keep up with the latest technology.
If you need assistance troubleshooting your Xfinity Internet or TV service, visit the 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 leased from Xfinity, like TV Boxes and modems, you can choose one of the following options if you’re eligible for an upgrade:
- Go to xfinity.com/equipmentupdate and follow the on-screen prompts to order new equipment, when eligible.
- Visit an Xfinity Retail Store to exchange your existing equipment.
If you own equipment, please visit My Device Info to find compatible modems for your level of service. You can also check to see if your existing modem is up to date.
To see these instructions in a different language, see:
Replacing your equipment FAQs
Why am I being asked to replace my equipment?
Over time, internet and TV equipment needs to be updated to keep up with the latest technology. If you rent equipment from Xfinity, you can get an update — on us!
Learn more about the importance of upgrading your equipment.
How much will my new equipment cost?
If you rent equipment and install the new TV Box and/or modem yourself, there's no installation charge for exchanging. We can also schedule a professional installation, but an additional fee may apply.
What do I need to do with the old equipment once I receive my new device(s)?
There are three options for returning your rented equipment:
- By mail: Visit 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 your new equipment arriving. 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 receive your new equipment 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 your TV Box, 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) must be replaced?
You should receive a letter, email, text, and/or bill message from Xfinity that lists the serial number(s) of the device(s) that need replaced.
What happens if I have a DVR?
If you have a non-X1 TV Box from Xfinity, saved recordings won't transfer over and recordings for future programs will need to be reset on your new TV Box. Learn more about setting show recordings.
If you have an Xfinity X1 TV Box, the recordings on the cloud should transfer. Any recordings not available in the cloud will be lost. Review the DVR overview article for more information.
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 experience 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.