Visitor
•
1 Message
Complaint: Failed Modem Setup, Wasted Time, and Repeated Upselling Attempts
I am writing to file a formal complaint regarding a customer service experience on August 15, 2026, that resulted in significant wasted time and repeated, unwanted sales attempts during what should have been a simple modem activation.
Background:
Xfinity sent me a new modem unprompted, telling me it would be a quick "plug and play" setup. When it did not connect, I used the Xfinity Assistant bot to troubleshoot, which was unable to resolve the issue and transferred me to a live agent, Mrinmoykanti.
Issues During the Live Chat (4:47 PM – 5:37 PM, approximately 50 minutes total):
1. Modem Not Added to Account
The agent discovered partway through that my new modem had never been added to my account in the first place — something that should have been done before the modem was ever shipped to me.
2. Repeated Upselling During a Service Outage
While I had no working internet, the agent paused troubleshooting to pitch me a plan change: "I found a plan where you can have a 2000 Mbps plan with unlimited data and high-speed internet for $95.90." I had to explicitly redirect the agent, saying: "Dude, I just received a new modem. I didn't ask for it, they just said I was ready for an upgrade. Please activate what they sent me before trying to sell me something new." Despite this, the agent again referenced an unexplained account "promotion" shortly afterward, without clarifying what it was or whether it affected my billing — this was never clearly resolved.
3. Failed Automatic Settings Transfer
The agent attempted to transfer my Wi-Fi name and password from my old modem automatically. This failed ("we couldn't move the settings from your old modem to the new one"), requiring a manual setup process instead — adding further delay to what was supposed to be a 5-minute task.
4. Excessive Total Time for a "Plug and Play" Setup
From the moment I opened the Xfinity Assistant to the moment my internet was restored, roughly 50 minutes elapsed, including bot troubleshooting, an account error, two sales pitches, and a failed settings transfer — for a modem I was told would set itself up.
Resolution Requested:
I am requesting the following:
- A written explanation for why the modem was shipped to me without being properly added to my account
- Confirmation, in writing, of my current plan and monthly rate ($110.90 for 1000 Mbps), and confirmation that no plan or billing changes were made during this chat
- A service credit or comparable goodwill gesture for the time lost due to this avoidable error and the repeated upselling during an active outage
I have a complete transcript of this interaction, including the bot troubleshooting flow and the full live chat, and am prepared to escalate this to the FCC or my state's consumer protection office if needed.
I look forward to your prompt response.
EG
Expert
•
120.1K Messages
21 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
0
0
XfinityCliff
Official Employee
•
525 Messages
20 hours ago
Hello @user_9mq446, and thank you for sharing your thoughts and experience with us here on the Xfinity Community forums.
I can understand why this experience left you frustrated. When you're sent new equipment with the expectation that it will be a quick self-install, it's reasonable to expect the activation process to go smoothly and without unnecessary delays.
Xfinity does periodically provide replacement equipment to customers as network technology evolves and newer equipment becomes available. Customers who are eligible for equipment upgrades may receive replacement equipment as part of those efforts, especially on devices that are nearing their End of Life for service, or can no longer be fully supported, as well as for customers in certain areas where we have recently updated the local network to support FDX speeds if their current modem or equipment does not or no longer supports those network upgrades properly.
That said, I can appreciate your concern that the activation process did not go as expected and required considerably more time than anticipated. Based on the details you've shared, it's understandable that your focus was on restoring service rather than discussing other products or offers, and we will use your feedback to help improve the customer experience in the future.
If you'd like us to take a closer look at the equipment shipment, activation process, and current account configuration, please send us a Direct Message* with your full name and service address. We'd be happy to review the account, confirm your current services, and ensure everything is set up as intended.
0
0