coryg89's profile

Regular Visitor

 • 

2 Messages

Thu, Dec 3, 2020 10:00 PM

Cannot add unlimited data (xFi Complete) to my account

About two weeks ago, I learned both that I could pay a bit more than what I was paying to get faster 1Gbps (1000Mbps down/30Mbps up) service on the xfinity network and that I could also pay more to get unlimited data (which my understanding is referred to as xFi Complete. So, I got a new modem  which could properly take advantage of the higher downstream bandwidth and I upgraded by speeds, which added +$30/mo to my monthly charges as expected. My understanding is that to now add unlimited data, xFi Complete would also add an additional +$25/mo to my monthly charges, but it seems that to get unlimited data using your own modem ther is an additional $5 charge. So then my understanding is that in my case it would actually be another additional +$30/mo instead of an another +$25/mo.

I still want to add the unlimited data for another +$30/mo, but when I tried to add it (by going to https://www.xfinity.com/learn/internet-service/data and clicking the "Go Unlimited" button underneath where it says "Keep using your own modem and router, and add unlimited data for $30 more a month than what you’re paying now."  — but it only showed me a screen with an error message that said:

> Temporarily unavailable

> The product you’re interested in isn’t available for purchase at this time.


That was about two weeks ago so I decided to try again later. I've tried it a few times since then with the same result, and I just tried it again with the same result. A moment ago, while I was trying to figure out a way to get it added, I also tried going to this page for xFi Complete (https://www.xfinity.com/learn/internet-service/xfi-complete) and clicking the button toward  the bottom of the page that says "Upgrade Now". This one did not give me the temporarily unavailable error, but it gives me a screen that looks like it will allow me to add xFi Complete, but it only has the +$25/mo option and says it will require me to use the xFi gateway, and there is no option available on the page that allows me to add the option for using your own equipment for +$30/mo.

Please add unlimited data to my account OR more ideally, provide me with a working method of modifying my plan to add/remove unlimited data to my account while continuing to  use my own equipment.

Also, not sure if anyone here will be able to answer this, but I was wondering if anyone could tell me if there was some non-obvious reason the fact that I'm using my own equipment should have anything to do with or is in any way relevant to whether (or not) I'm allowed unlimited data as part of my plan?

Responses

Again

Expert

 • 

25.8K Messages

6 m ago

@coryg89 

Your issue has been escalated to the Comcast Corporate Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.  

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
ComcastAmira

Official Employee

 • 

2.3K Messages

6 m ago

Hello @coryg89, thanks for reaching out to our Digital Care Team on our Forums page. We appreciate you being a customer with us and I apologize for you not being able to add Unlimited Data to your account online. This is a known issue we're working on correcting and we really appreciate your patience while we do so.

 

With a customer owned modem, we do have the option for customers to add Unlimited Data to their account for $30 a month. I can absolutely assist you with getting Unlimited Data added to your account and address any concerns or questions you may have around the Unlimited Data and xFi Complete options.

 

Can you please send me a Private Message including your first and last name as it appears on the account?

 

To send me a Private Message, please click my name “ComcastAmira” and click “Send a message".

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

Regular Visitor

 • 

2 Messages

6 m ago

I was a bit delayed in my responses, but after sending a message on 12/07 containing the first and  last name on my account the request to add unlimited data to my account in a PM to ComcastAmira as suggested here, I subsequently received a message back (not from ComcastAmirabut rather from ComcastAmir), which asked me once again to confirm the first and last name on the account in addition to the street address this time... After that it was a few days before I  remembered to check this, at which point  I replied to ComcastAmir on 12/13 with another message, again containing the first and last name on the account, as well as the street address this time, again along with the request that unlimited data be added to  the account. It's now been a few days without any response/acknowledgment, and  I have limited time and opportunity for checking back for this often, so hoping to increase the visibility of this issue so that hopefully I won't have to return too many more times to get this added.

Official Employee

 • 

2.7K Messages

6 m ago

Hey, coryg89! We work together as a team so that's why you may receive responses from different agents but we all have access to the private conversations with you so we can pick up where each other left off and you don't have to wait as long for a specific agent to get back into the office to continue supporting you. I've replied to your PM though and I look forward to your response so we can add xFi to your account. 🙂

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

New to the Community?

Start Here