Visitor
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1 Message
Do I HAVE to upgrade equipment - rather not
I am frustrated before even starting, just from past experience.
Comcast/Xfinity recently sent me an email saying I had to upgrade my Internet/Voice equipment and they had "entered an order on my behalf" for an xFi Gateway. I have received the new modem/router/xFi Gateway, but have no desire to do anything with it. Everything I have is working fine, and past experience with this company tells me if it ain't broke, don't fix it. My fear of course is that you'll pull an Apple and start making what I have "not work".
My concerns:
-I HAVE to have working wifi because I work from home. Your interference could mean my job.
-This new equipment has to be activated from the app, which from everything I've read on here and other reviews, NEVER WORKS.
-I have existing Internet and Voice, and none of your very non-specific videos and help screens or forums address how I would make this work on the new equipment. I do not want to be in the middle of it and find it won't work, then be stuck for days waiting for any meaningful support. (See next).
-Comcast/Xfinity Customer Service is notorious for being non-existent, or so useless that they may as well be. Getting rote replies from a script ("It looks fine on our end...") is not helpful. Customer service should center around real humans, with real training and resources to actually help.
-With the new pricing schedule, reaching out for real help with a problem YOU are creating would result in my being charged.
-If I don't activate this new equipment, you'll charge me rental fees for it, even though I did not order it.
I don't want to deal with you. I want you to go away and leave me alone. Unless you can somehow GUARANTEE this Gateway thing will work and work right the first time, I don't see why I should go through with any attempt at activating this new device and put up with your nonsense. Convince me otherwise.
CCErika
Problem Solver
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339 Messages
3 years ago
Hello, @sistersayo!
Thank you for reaching out to the Comcast Digital Care Team via our Xfinity Forums! Your time and patience while you wait for a live specialist to respond to your message are greatly appreciated!
Although I am very happy to hear that what you have now, has been working perfectly fine, over time, Internet and TV equipment must be updated to keep up with the latest technology. If you rent equipment from Comcast, you can get an update - on us.
You don't have to necessarily activate it if you don't want it. There are a few different ways that you can return equipment. I'm excited to let you know that we have partnered with UPS to make returning equipment simple, easy and awesome. :) You can click this link: https://comca.st/3JUl7OK to print out a prepaid return label. Once you have everything packaged you can call UPS for a free at home pick up. You can also stop by your local UPS store location and they will package it and ship it at no cost as well. The last option would be to stop by your local service center and our amazing representatives there can help you with your equipment return.
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