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user_601ei3
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Sunday, July 27th, 2025

Deceptive sales tactic with the storm ready wifi

When entering into a new internet service I was told that the promotion price for a cancel anytime service would include a storm ready wifi.

Was entering into an agreement to which i could cancel anytime without any additional payments. However,  when attemtempting to return equipment and terminate service I being charged the balance of the storm ready device. It was not agreed or explained by the sales agent that device was a separate item and was more explained as an additional complimentarty service that can be returned. If I had the knowledge that the item was a separate service I would not have agreed to the terms. I have partake in the past a promotional contract period but was always explained that it could be terminated without additional charges. Looking to return the device to the storm along woth the other leased item as agreed for a cancel anytime with no additional charges.

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1 month ago

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XfinityThomasC

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2.9K Messages

3 months ago

Hello, @user_601ei3 sorry to hear you were not clear about Storm Ready WIFI being an add-on. How long have you had the device? To return the Storm-Ready WiFi and Battery Backup for a refund or warranty replacement, complete the online return form. You will receive an email confirmation with further instructions. Both the Storm-Ready WiFi and Battery Backup must be returned together to qualify for a refund or replacement. These items are eligible for a full refund within 30 days of purchase or a warranty replacement within one year if the issue is covered under warranty. Note that Storm-Ready WiFi sales will be discontinued as of May 28, 2025.

 

For more details see: https://www.xfinity.com/support/articles/return-exchange-xfi-pods

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user_601ei3

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Well im passed both time frames, and im researching alot of forums seeing this has been a common miscommunication , so im trying to understand if this is a tactic being used ? 

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3 months ago

XfinityEva

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2.1K Messages

If you are still experiencing issues we can help through direct message. Please make sure to include your full name and service address to get started. 

 

To send a direct message: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
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  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
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3 months ago

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user_014a90

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@user_601ei3​ It is definitely a sales tactic.  I tried to cancel and was over the 30 days.  I then agreed to pay the 7 bucks a month.  they billed me the entire amount at once and would not work with me.  Several chat agents told me it would be removed and just lied to my face.  These folks have the absolute worst customer service of anyone, anywhere.

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1 month ago

user_601ei3

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3 months ago

To update this thread for anyone experiencing a similar issue , ultimately the issue was not resolved and moving forward would be very suspicious of further promotion and plans pushed and be dismissive of misleading sales pitch and dialouge. definetly review the fine print 

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XfinityVianney

Official Employee

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2.4K Messages

 

user_601ei3, I thank you again for your time and patience. I appreciate you giving us some time to review this further. 

 

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

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3 months ago

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user_014a90

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@user_601ei3​ I will never believe another thing they say.  Ever.  If I had another choice I would use it, but they are the only game in town where I live

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1 month ago

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