jimmyutah's profile

New Poster

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4 Messages

Mon, Jan 4, 2021 10:00 AM

Free XFi Pod

How do I request my pod?

Responses

ComcastChe

Official Employee

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6.1K Messages

5 m ago

We appreciate you asking your question in the Xfinity Forum, and we are happy to help, @jimmyutah. Just to clarify, are you referring to the Pod included with xFi Complete if it is determined you'll need additional coverage after your Whole Home WiFi Evaluation with xFi Complete

 

 

 

I am an Official Comcast Employee.
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New Poster

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4 Messages

5 m ago

I was finally able to get a hold of a live person who helped.

Official Employee

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202 Messages

5 m ago

Thank you so much for your patience @jimmyutah! I am happy to hear it. Do you have any additional questions or concerns that I can help with today? How is your current level of services working for you?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

New Poster

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4 Messages

5 m ago

Not well at all.

I received an Xfi pod to expand service in my house. Following the limited instructions, I attepmted to use the Xfinity app on my phone to install the pod. On my app, there is no option to install a pod.

I finally was able to talk to a live rep on the phone after going in circles in the chat option of the app. It took awhile to have the level 1 tech understand the problem... they kept trying to sell me a pod, I was escalated to a level 2 tech who ran several diagnostics and was unable to fix the issue.

The level 2 tech had me delete the app, and reload it and install the app on a different phone to no avail. According he level 2 tech, my modem/router needed to be replaced (I've had Xfinity service for 2 months). She scheduled a technician to come to my house the following day.

2 techs arrived, only to tell me they cannot replace the modem/router nor do they service Xfi pods. To their credit, they did try to troubleshoot the problem with me. One techinician had the app on their phone, and it had the option to install a pod. I logged into the app on their phone, and under my account there was no option to add a pod. They said someone should call me back to fix the issue.

Days later, I am left with no answer, no call back, and no ticket/reference number.

I attempted to use the live chat option to get a status. According the chat rep, no issues are recorded on my account and she wanted to schedule a tech to come to my house.

What are my options?

Official Employee

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2.7K Messages

5 m ago

Hey, @jimmyutah!

I really appreciate your update and I'm sad to hear this was your experience. It's definitely not what we want for you and we would love to help repair that experience and get your pod working! Please send me a private message with your first and last name, as well as your service address so we can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

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