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ggeinec
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226 Messages

Monday, October 27th, 2025 10:39 PM

Eligible for a free equipment update

Comcast has been sending me "You are eligible for a free equipment update" messages.

For several years I have been running with modem Arris TG1682G (in bridge mode with my own router), DVR Motorola RNG200N, and the 300 Mbps plan with HD service.

I like the current 'old' TV guide and I use the DVR a LOT with an add on 500GB (I think) external hard drive designed to be compatible with Comcast.

I'm nervous about making this move to a new equipment update and losing the TV guide I am used to and the DVR that allows me a lot of storage that I can keep as long as I want to.

What will I lose if I accept this new equipment upgrade offer from Comcast?

What will I gain besides the added speed they mention?

Will I be required to also change plans, i.e., go from the channels I currently have vs. having to choose a  new plan that may not have the same mix of channels?

Will the DVR provided have limitations compared to what I am used to. i.e., be in the cloud with limited capacity and time limits on the content?

Will a Roku work with the new equipment?

Thanks for any insight, advice, recommendations you can give me.

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20 days ago

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XfinityDuron

Official Employee

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736 Messages

7 months ago

Hello @ggeinec, I understand being nervous about making changes to your equipment. If you are comfortable with your current equipment you can absolutely keep what you are using. We periodically update our equipment to maintain a great entertainment experience for our customers. You will lose nothing in your upgrade, everything you have saved in your DVR cloud will transfer over to any new equipment. 

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ggeinec

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"You will lose nothing in your upgrade, everything you have saved in your DVR cloud will transfer over to any new equipment."

Yeah, this is one of my big concerns. I have a physical DVR built into my cable box with an external hard drive attached, not a cloud DVR. My understanding is that I will lose all of what's on my current physical DVR if I move to the cloud DVR, and that the cloud DVR is limited in the capacity it holds and how long the content stays there. Please correct me if I am wrong.

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7 months ago

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XfinityJoe

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1.3K Messages

Good morning @ggeinec if your recordings are not on the cloud, and your external hard drive has been formatted with a DVR box, it cannot be used to watch recordings on another device. If you plug your external hard drive into a different box, or your computer once it has already been formatted with your DVR box, you will be prompted to reformat the external hard drive, which will erase all of your recordings.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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7 months ago

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ggeinec

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226 Messages

20 days ago

Please see my original post above. I'm following up since some of my questions were not answered previously and I have new ones as well.

My upgrade offer says: You're eligible for a new Xfinity WiFi Gateway — at no extra cost. It's one of the exclusive perks included in your membership, and it means faster speeds, more reliable WiFi, and our best equipment.

Will the upgraded equipment really be new equipment or will it be returned or refurbished equipment?

    I.e., will I get a new never used gateway (modem\router) or will I get a previously used one?

My new equipment upgrade offer makes no mention of a DVR, what happens with that?

    I.e, will I keep my current physical DVR and still be able to use it? Or will I have to move to a cloud DVR and add a plan for that?

    If the latter, where can I find information on available DVR plans?

My upgrade offer specifically mentions an increase in speed. My current plan speed is 300, what will my speed be with the upgraded equipment?

    I.e., will it be 400? Or higher?

Will I be able to put the new gateway in bridge mode so I can use my own router?

    I.e., will I be able to turn off WiFi on the new gateway?

Will I be able to keep my current channel lineup plan or will I have to choose a new plan?

    I.e., go from the plan with channels I currently have to a  new plan that may not have the same mix of channels and may cost more?

Will a Roku for streaming work with the new equipment?

    Simple Yes or No.

Thanks for any insight, advice, recommendations you can give me.

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XfinityAmandaB

Official Employee

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3.1K Messages

 

ggeinec  Thank you so much for reaching out for help with your equipment upgrade questions after receiving a member offer. I will try to make sure I address each one of your concerns, but please let me know if I left anything out. 

  1. Will the upgraded equipment really be new equipment, or will it be returned or refurbished equipment?

    We would not be able to guarantee the equipment to be new and never used, as we do refurbish our equipment to be used for other customers. 

  2. My new equipment upgrade offer makes no mention of a DVR. What happens with that?

    Most equipment upgrade options are targeted specifically towards our Xfi gateways/modems. Our standard DVR options have remained the same for some time; however, we do offer 4k DVR options if you have a compatible TV. That would provide you access to content that is available in 4K. You can always exchange your current TV box at any time.

    As for storage options, that would not change unless you decided to make a plan change. Equipment exchanges do not impact your DVR storage options.

  3. My upgrade offer specifically mentions an increase in speed. My current plan speed is 300. What will my speed be with the upgraded equipment? 

    Most of the time, the speed increase would be related to your upload speed, not your download speed. With recent upgrades, customers using the ineligible equipment receive the default 35Mbps upload speed. If the area has been upgraded and you are using eligible equipment that could have increased up to being symmetrical in some areas. You can check out the broadband facts page for details on the speeds that are available in your area. 

     

  4. Will I be able to put the new gateway in bridge mode so I can use my own router?

    Yes, you do have to enable access to the option using the Xfinity app first, however.

  5. Will I be able to keep my current channel lineup plan, or will I have to choose a new plan?

    A modem upgrade would not impact your other services. 

  6. Will a Roku for streaming work with the new equipment?

    The Roku devices are not managed by us since they only use online content via the Xfinity Stream app. So would not be impacted.

    To put it simply, the offer is only to upgrade the modem and would not impact any other aspect of your services other than potentially your upload speed with your current plan. 

 

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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20 days ago

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