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user_0a8fe1
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11 Messages

Monday, January 15th, 2024 5:18 PM

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Account credit

Short version of the story:
An Xfinity Assistant agent told me I needed a new modem.  I bought a new modem and still had the Internet problem.  A tech came out and tweaked some Xfinity wiring at my house and the Internet was fixed.
I should not be out the money for a new modem because of an Xfinity Assistant agent's mistake. How do I get a credit on my account for the modem cost and for 3 days without Internet? 

Question

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Updated 

1 year ago

57

2

0

Accepted Solution

XfinityMartyR

Official Employee

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2K Messages

1 year ago

Thanks again, @user_0a8fe1 for reaching out to us directly, so we can investigate your concern. 

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XfinityFrank

Official Employee

 • 

1.3K Messages

1 year ago

Hi there @user_0a8fe1 ! Glad to hear you got the issue resolved! We would not be able to compensate for the cost of a purchased modem, but we can definitely help with the service downtime. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!

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user_0a8fe1

Visitor

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11 Messages

Please explain why I will not be compensated for the modem. An Xfinity rep told me that everything was fine on the Xfinity side and that my modem was bad.  I didn't just go buy one because I wanted to. I actually liked my old modem better.  

If you cannot help me, how can I elevate it? 

1 year ago

0

XfinityFrank

Official Employee

 • 

1.3K Messages

@user_0a8fe1 We would not be able to compensate for the cost of a new modem, but we can certainly provide some courtesy because of the mistake after reviewing the agent and tech notes to see what transpired. Also, If you prefer your older modem, I can also assist with getting it reconnected. From what you described, it may still be in working order. At that point, you can make a decision on returning the new one as an option. 

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

1 year ago

0

user_0a8fe1

Visitor

 • 

11 Messages

@XfinityFrank​ thanks, but I recycled my older modem when I bought the new one.  Best buy offered 15% off if you recycled your old modem. 

1 year ago

0

XfinityFrank

Official Employee

 • 

1.3K Messages

@user_0a8fe1 I see, that is unfortunate. Thanks for letting me know. As I mentioned, I can review the agent and tech notes and see what we may be able to do. Please go ahead and send us a direct message with the instructions in my previous response, with your full name and complete street address, to get the ball rolling. Thanks! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

1 year ago

0

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