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user_ph2gg9
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Saturday, June 1st, 2024 6:17 PM

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Burning/Smoking Xfinity Pod

Hi- I smelled burning plastic and it was my Xfinity pod overheating and smoking. Please advise on what can be done. 

Question

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Updated 

6 months ago

150

2

XfinityRaul

Official Employee

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2K Messages

1 year ago

Hello, @user_ph2gg9. I'm glad you were home to catch the xFi pod overheating. Do you know how long you've had this device? It may still be eligible for the limited warranty listed in this link https://www.xfinity.com/support/articles/xfi-pod-warranty.

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dmc99

Contributor

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17 Messages

Unsafe devices should be replaced, regardless of warranty. Mine was still "working," although it was noisy and found to be exceedingly hot. I have seen several posts where these have damaged electrical outlets. Should one of these cause significant damage to someone's home, I would expect that to result in very bad publicity, not to mention the costs (hopefully only in dollars).

6 months ago

0

XfinityAlyssaA

Official Employee

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1.9K Messages

Good evening and happy Thursday @dmc99, we appreciate you reaching out on our Community Forums and hope you are otherwise having a wonderful week. We're sorry to hear about your issues with your pod, thank you for bringing this to our attention. To confirm, is your pod within your one-year warranty? If so, we're happy to help get it replaced. If you are having issues with your pod's performance, we are happy to troubleshoot as well. Have you attempted any troubleshooting steps with your pod yet? I also see that you said you've had reduced effectiveness of your home network, can you tell us more about the connection issues you are experiencing? 

 

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6 months ago

0

dmc99

Contributor

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17 Messages

Looks like you missed the entire point. As stated in my post, the pod was still working, it was just running dangerously hot, as well as being very noisy. Additionally, the entire warranty thing was the point - when a device is a safety hazard, a warranty should not be an issue. The connection issue was due to removal of the pod from the network because I was not interested in burning my house down.

6 months ago

0

XfinityBrianH

Official Employee

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1.4K Messages

I apologize for the misunderstanding. If a device is malfunctioning outside the 1-year warranty period, we would not be able to replace the device, but if it is running extremely hot I would suggest not use the pod anymore. New pods can be purchased at the following link https://www.xfinity.com/learn/internet-service/wifi/xfi-pod. If your device is still withing the 1-year warranty period you can find the online warranty form to have it replaced at the following link https://www.xfinity.com/support/articles/return-exchange-xfi-pods. Please let me know if I can help with any other concerns.

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

6 months ago

0

dmc99

Contributor

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17 Messages

6 months ago

Looking over posts for the past several years, this seems to be a problem with these devices. For me, my wife was awakened by the one upstairs because it was making a lot of noise. When she went to unplug it to get rid of the noise, it was excessively hot.

I contacted Xfinity about this dangerous device and the people I spoke with were of little help (as in none). I don't know if this issue was resolved with the newer version, but the one I have is, to put it mildly, unsafe. The warranty expires after one year, and a large number of the people that have encountered this problem have had the devices for over that limit - however, if the unit is unsafe, it should be replaced, regardless of how old it is. In the meantime, I now have one less pod and this has reduced the effectiveness of my home network. I will be investigating using a different mesh network, as the thought of replacing these at $200/year is ridiculous.

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