I put in an order for some faster internet and for some reason in the order, it included a new cable box for my bedroom. My bedroom doesn't have a cable line and uses one of the wireless wifi boxes or whatever. On the Xfinity website, it's telling me that that wireless box is now "Pending Return" and the one they sent me is the one that's active. I can't use the one that's active because like I said, no cable line in the bedroom. This SEEMS like an easy fix; call Xfinity and have them change the active service BACK to the wireless box, and I'll return the wired one (which I can do via UPS with a label I have), but they're telling me that they've "exhausted all their troubleshooting options" and the only thing I can do is take the wireless box to an Xfinity store and "swap" it for another. This is unacceptable to me, #1 I live pretty far from an Xfinity store, #2 COVID-19, #3 It seems unreasonable that the tech either doesn't understand my request or can't accommodate it.

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Should I just play tech roulette and try to get another tech tomorrow who might understand what I'm requesting or know how to do it? Or is there really no way for Xfinity to just revert this change, or move service back to the box that's pending return? Everything in this bedroom was fine, and there was no reason for them to do this in the first place.