Didn't receive xFi Pods after upgrading to xFi Complete

Hello there, we upgraded our internet a few months ago from xFi to xFi Complete to get unlimited data. However, we didn't receive anything in the mail like a new gateway and the xFi Pods that are supposed to be included in the xFi Complete package. The signal is very weak from different areas in the house, I'm only getting 100 Mbps and less in the basement for our 600 Mbps plan. It would be great to have the xFi Pods in different areas in the house. Thanks!

Responses

EG

Expert

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110K Messages

3 years ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityDena

Official Employee

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3.2K Messages

3 years ago

I love our xFi Complete package and with the package will receive the additional benefits of Unlimited Data, manage the health of your home's Wi-Fi and a smarter, more secure home network that protects all connected devices. This package doesn't always call for a new Gateway to be shipped to your home and the xFi Pods are also not included for free unless the WiFi Assessment test determines if you need them.

You should receive an email with a personalized Home WiFi Assessment results. The results will only indicate whether your account is eligible for equipment to enhance your home WiFi coverage. Periodic assessments will continue every 6-12 months as needed. Did you get this email? The offer must be redeemed online using the link provided within the email.

The link: https://comca.st/3nZ769A speaks about of xFi pods and how you can purchase them.

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C

cruzedgardo61

Visitor

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2 Messages

@XfinityDena Hello Dena, no I did not get any Home WiFi Assessment results in my email. But according to my experience and using the WiFi regularly all day and every day, I am not satisfied with the speeds I am getting according to the location of my home office. I'm unable to move the Gateway unfortunately so an xFi Pod would I think be very helpful.

3 years ago

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XfinityDena

Official Employee

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3.2K Messages

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

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

3 years ago

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user_f7cce0

Visitor

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1 Message

3 years ago

Hi i also am not happy with my service and we didn’t receive the internet service test

i was under the assumption that the extra 20$ was for the xfi pod in order to get wall to wall coverage i dont have wifi in my bedroom, and im unable to move the router any further in the house to get even slight service in my room

1

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CCJoshua1

Problem Solver

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567 Messages

Thanks for letting us know! Our xFi Complete service comes with many great benefits, such as unlimited data and Advanced Security. There is an in home evaluation completed after enrolling that will determine if you need a new Gateway, or if xFi Pods are needed.

I'd be more than happy to take a closer look into this for you. Would you be willing to send us a private message with your full name and address?

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)

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

-Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears, and the "Xfinity Support" graphic will replace the "To:" line

-Type your message in the text area near the bottom of the window

-Press Enter to send it

I no longer work for Comcast.

3 years ago

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R

rf_comcast_customer

Visitor

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2 Messages

2 years ago

Hello, I have the same concern. I have xFI Complete and did not receive a home assessment. This is especially concerning as we recently swapped out our boxes for Xi6 boxes and one of them says the signal is weak, so it would've been nice to have received the free pod we're due.

1

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XfinityAmira

Official Employee

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4.1K Messages

Hello @rf_comcast_customer, thanks for taking the time to reach out to our Digital Care Team on our Forums page. We appreciate you being a customer with us and my team would love to assist you with Home Assessment concern. You should have received an email with personalized Home WiFi Assessment results. The results will only indicate whether your account is eligible for equipment to enhance your home WiFi coverage. Periodic assessments will continue every 6-12 months as needed. The offer must be redeemed online using the link provided within the email.

The link: https://comca.st/3nZ769A speaks about of xFi pods and how you can purchase them.

If you did not receive this email, we would love to help. You're commenting on a 5-month-old thread, for any further assistance with this issue, please create a New Public post detailing your concerns. This thread will now be locked and closed. Thank you!

Edited: Grammar

(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

2 years ago

0

Customer Service

cruzedgardo61

Didn't receive xFi Pods after upgrading to xFi Complete

EG

XfinityDena

cruzedgardo61

XfinityDena

user_f7cce0

CCJoshua1

rf_comcast_customer

XfinityAmira

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