Skip to main content

    Support

    Offers

U
user_xr1m04
1st Topic
1st Like

3 Messages

Sunday, September 22nd, 2024 3:30 PM

Closed

Did I receive the wrong Modem/Router? Upgraded from XB6 to XB3???

I was offered a free upgrade for my Wi-Fi. I currently have an XB6 but just received an XB3 in the mail as my "upgrade". I feel like this is wrong and that I received the wrong equipment. Going from an XB6 to an XB3 is not an upgrade. That is a downgrade considering I had upgraded FROM the XB3 to the XB6. Did I receive the wrong equipment in the mail?

Question

 • 

Updated 

7 months ago

 • Edited

85

2

Was this helpful?

XfinityEmilyB

Official Employee

 • 

1.9K Messages

7 months ago

@user_xr1m04 Welcome to our community forum! We're a team of experts dedicated to addressing all your questions and concerns and we'll work alongside you to advocate for the best possible resolution :).

It is indeed a downgrade to go from the XB6 to the XB3. What tier of internet are you currently subscribed to? The XB7, which is the next tier above the XB6, is approved for our Fast Internet (500/20 Mbps). 

1

0

user_xr1m04

3 Messages

@XfinityEmilyB​ my account is "Gigabit Extra" and also says "up to 1200mbps download speed"

(edited)

7 months ago

0

XfinityJohnG

Official Employee

 • 

1.6K Messages

7 months ago

Thank you very much for that information. If you have the Gigabit extra service that XB3 modem would not be the correct device. I will be happy to get the right device sent out from here. Could you send m a direct message with the full name and complete address for your service?

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "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

2

0

user_xr1m04

3 Messages

@XfinityJohnG​ I sent the private message with the information you requested. I do have a question to add. What should I do with the incorrect equipment that I received?

7 months ago

0

XfinityBillie

Official Employee

 • 

3.2K Messages

@user_xr1m04 Any incorrect equipment would need to be returned. We have partnered with UPS to make returning your equipment simple, easy and awesome. You can visit: comca.st/3som7ob to print a prepaid return label, once the equipment is packaged you can call UPS to schedule an at home pick up, though there will be a charge for that. Additionally, you can drop the equipment off at your local UPS store location, they can package the equipment and ship it back for free or drop by your local service center and our amazing representatives can help return it. 

I appreciate that you've sent us a DM and will continue assisting you there.

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

7 months ago

0

forum icon

New to the Community?

Start Here