For rented equipment like TV Boxes and modems, you can choose one of the following four options:
- Go to xfinity.com/equipmentupdate and follow the on-screen prompts to order new equipment.
- Note: Available to some customers.
- Contact us to place an order, ask questions or schedule a professional installation.
- Note: An additional fee may apply.
- For TV Boxes, just use your own TV! Go to channel 1995 and follow the instructions to get a new TV Box shipped to your home. (Channel 1995 is only available in some areas.)
- Visit us to exchange your existing equipment at an Xfinity Store or Comcast Service Center.
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 must be updated to keep up with the latest technology. If you rent equipment from Comcast, 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 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: Use the return label in your Getting Started kit.
- In store: Exchange your existing equipment at an Xfinity Retail Store.
- By appointment: If your new equipment is professionally installed, your technician takes your existing equipment.
Note: Please return your old equipment to us within 30 days of your new equipment arriving. There is a charge for unreturned equipment.
How quickly will I get my new equipment?
If you choose to have your equipment mailed to you, you should receive your new equipment in three to five business days. If an email address has been confirmed, you'll receive a tracking number.
If you have any additional questions, contact us and mention "equipment update."
Updating your TV Box FAQS
What happens if I don't replace my TV Box?
If you don't replace your TV Box, you 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?
Tune to channel 1995 on each of your TVs and follow the instructions. It lets you know if a TV Box is compatible with the upcoming changes or needs to be replaced. (TV Adapters – devices that are approximately the size of a deck of cards, don't need to be replaced.)
If you're eligible for X1, we'll replace all of your TV Boxes for a "whole home" update.
What happens if I have a DVR?
If you have a non-X1 TV Box, saved recordings will not 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 X1 TV Box, the recordings that are physically stored on your TV Box and on the cloud will be transferred during your move. Any recordings not available in the Cloud will be lost. These include:
- Recordings older than a year.
- Recordings deleted from the Cloud because they exceeded the current Cloud capacity of 60 hours (150 in some locations*) Cloud capacity.
- Recordings on adult programming and pay per view events.
- Recordings that failed in the Cloud.
*X1 Cloud DVR storage hours are increasing from 60 to 150. We began launching this update at the end of April 2020 and expect it to be complete by June 2020.
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.
