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user_1f8916
1st Topic

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2 Messages

Sunday, March 13th, 2022 7:32 PM

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Equipment issues when you are part of a bulk contract.

I am part of a bulk contract in an HOA. Me being part of this bulk contract I cannot use the Xfinity website to upgrade my equipment (Internet Gateway), the page where you can do that shows a phone number to call.  I've called the number and talked to an agent, their computer system will not allow them to send me an Xb7 Gateway because my internet speed is 300 Mbps.  I went to my local Xfinity retail store and asked to upgrade my old Gateway, the agent said I can only give you the Xb6 because your internet speed is 300 Mbps.  My HOA neighbor had an Xfinity technician come to his home for another issue, when the technician saw his old Gateway he replaced it with an Xb7 no questions asked. Why is there this disparity, between the Xfinity agents and the Xfinity technicians?   How can I get the Gateway that I want?

Question

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Updated 

3 years ago

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XfinityChristina

Official Employee

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923 Messages

3 years ago

Hi, @user_1f8916. Depending on your area, our systems will not allow us to provide you that modem for that speed. If your neighbor upgraded their speed and paid the extra amount that may have allowed them to get that upgraded modem. We'd be happy to look into your account specifically, but we may not be able to get you that modem without paying for an extra speed increase. I'll just ask that you send us a DM with your name and address in full.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 

 

Click "Sign In" if necessary

Click the "direct messaging" icon or https://comca.st/35UOsKr

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 

 

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user_1f8916

Visitor

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2 Messages

@XfinityChristina​  I think I followed your instructions correctly and sent you a DM, can you confirm that?

I've already paid to have the Xb6 Gateway installed, and I am not happy with it.  I know several neighbors that have the Xb7 Gateway and they do not pay for extra Internet speed.  Our Association is in direct negotiations with Comcast right now on a new 6-year contract.  We have given up on negotiations on a better price, they just say that it is the best they can do.  So, we are trying to negotiate the latest equipment and special pricing on higher levels of internet speed.  I know we are a little fish to Comcast, only 100 homes, but we are not treated with respect.  Sorry, whenever I have an opportunity to rant about this I take it.

3 years ago

0

CCTyler1

Problem Solver

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409 Messages

At this time, we have not received a private message, but you can send us one, by clicking on the chat icon, in the top, right hand corner of your screen. Once you click on that icon, you should be able to search "Xfinity Support", which should then allow you to send us a message. Thank you in advance, and we look forward to hearing back from you. 

I no longer work for Comcast.

3 years ago

0

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