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user_mlyclf
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Thursday, December 14th, 2023 1:12 AM

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Disingenuous/scam email from Xfinity

I received an email from Xfinity that was completely false and was clearly a ploy to have me as a customer rent a modem, that was in fact probably slower than my modem that I currently own. It was titled “replace your internet equipment to enjoy faster upload speeds.” This prays on unknowing people that might not know this was false thinking they were missing out only to be locked into rent a modem.

Question

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Updated 

1 year ago

410

3

XfinityShawn

Official Employee

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1.6K Messages

2 years ago

@user_mlyclf There are several ares that are having their upload speeds improved for our Next Gen markets. I understand if not renting a modem is ideal for you, and you can switch back to your modem you were using previously through our Xfinity app. You can also use this link https://support.xfinity.com/svp-contact-form to submit any additional feedback you may have. 

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user_mlyclf

3 Messages

Yes, some markets may be getting faster upload speeds, that’s fine. But the email makes it seem like Xfinity detected a slow or incompatible modem, and I as a customer was missing out.  That’s what I was try to point out.  In other words had I not know I already had a DOCSIS 3.1 modem, which is more than sufficient, someone who did know that might fall for this and end up renting a modem (aka paying more) than they should. :(

2 years ago

XfinityChelseaB

Official Employee

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1.8K Messages

@user_mlyclf ,that is not the case as your equipment can limit your connection. In some areas, you have to use one of our modems and have Xfi Complete to get the higher speeds and in other areas, you can use your owned modem but can't have Xfi Complete since that is for renting only. I would be more than happy to see what's going on in your area. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct 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

2 years ago

0

user_mlyclf

3 Messages

2 years ago

Xfi complete=rent our xfinity equipment to pay more with little to no benefit over owning. If there’s any limitation based on equipment it’s imposed by Xfinity artificially. Again, there’s no need for you to “see what going on in my area…” because I’m perfectly happy with my current download/upload speed. I’m pointing out that Xfinity should not be sending marketing emails like the one they sent me, unless it’s true. Which, in this case, it’s not.

1

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XfinityChelseaB

Official Employee

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1.8K Messages

@user_mlyclf, We appreciate all our customer's feedback and always encourage providing your feedback here:
 

https://bit.ly/3hhUqdT

https://support.xfinity.com/svp-contact-form

 

Please let us know if there is anything we can do to help.

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

JMac136

1 Message

1 year ago

I received a similar email on 1/4/2024, but instead the email mentioned purchasing a new next generation modem so I purchased a next gen modem to obtain the faster upload speeds only to be told I would have to upgrade my internet package to 1200/200 even though the email stated I could get faster upload speeds with my existing 1200/35 Internet package.

1

CCJodie

Problem Solver

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1.3K Messages

@user_0lf6zv Hi that shouldn't be the case. Please send us a direct message with your full name and service address.

Here are the detailed steps to Direct Message us:

• 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 no longer work for Comcast.

1 year ago

0

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