farandol's profile

Regular Visitor

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2 Messages

Sat, Jan 9, 2021 5:00 PM

Free xFi pods email link not working and no one at Xfinity can help me.

After the WiFi assessment, I received an email 4 days ago stating that I qualify for free XFi pods. When I click on the link and log into my account, I get a message that states that I am not eligible.

The email clearly states that :
" You can improve your home WiFi coverage with an xFi Pod.
It's included with your Internet service at no extra cost.
We evaluated your network performance to help ensure the most WiFi coverage throughout your home. Your most recent review shows that your WiFi coverage may benefit from an xFi Pod, available to you at no extra cost."

After multiple tries, the link still keeps getting me the message that I am not eligible.
I went to a local Xfinity store today and I was told to call 1-800 number and speak to the xFi Pod team. And I did call the number and after 40+ min of wait time, I was told that they will re-evaluate my wifi and start the whole process again.

It's a very frustrating process of wasting so many hours and bouncing back and forth between different people at Xfinity services.



Responses

Official Employee

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839 Messages

5 m ago

Hi @farandol, sorry to hear you've had a poor experience. The Retail team should have either contacted the Pods team from their desktop, or put in a ticket, either of which would've precluded the need for you to have spent time calling in (we also recommend chatting in). Let me know which store and I'll reach out to them about this. 

Regular Visitor

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2 Messages

5 m ago

Hi @ComcastJonathan , thank you very much for your reply.
The store I visited on Saturday, Jan 9th, 2021 is:
Xfinity Store by Comcast located at
3630 Factoria Blvd SE, Bellevue, WA 98006

Even though I made an appointment for the visit online the day before, there was 0 customer in the store when I visited due to Seahawks game on that day. There were several representatives were available and one who helped me was very kind and inviting but he didn't resolve my request other than providing a generic Comcast business card with a 1-800-Xfinity number to call where I got my request properly resolved neither.

Thanks for the suggestion about the chat. However, there was no real person available at the time when I tried.
I will try again another time and hope to chat with someone who actually can actually help me to resolve the issue.

Official Employee

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2.5K Messages

5 m ago

Hi there, farandol. It's frustrating to hear about the trouble you're running into, as well as your experience at the store. We appreciate you posting here in the Community for support, we're here to help. I can certainly provide assistance with seeing what we can do about getting the xFi pod concern cleared up for you. That way we can get the ball rolling on getting them ordered for you. I have a couple questions here first. Do you lease any of these devices: Arris TG1682G, Cisco DPC3941T, Arris TG3482G, Technicolor CGM4140COM, xFi Fiber Gateway (Arris X5001) Technicolor CGM4331COM, or CommScope TG4482A? Also, are you signed in as the primary user on your account when navigating through the link you're using? Let us know, thanks!

Visitor

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1 Message

2 m ago

I am having the exact same problem with the link I was sent April 18.  I spent 25 minutes on hold and had to hang up.

How does this get resolved without spending so much time on hold?

Thanks

ComcastJen

Official Employee

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193 Messages

Hey there, thanks for reaching out through Xfinity Forums! We would be happy to assist you with your account today through this platform. I definitely apologize for the long hold time. Do you lease any of these devices: Arris TG1682G, Cisco DPC3941T, Arris TG3482G, Technicolor CGM4140COM, xFi Fiber Gateway (Arris X5001) Technicolor CGM4331COM, or CommScope TG4482A? Also, are you signed in as the primary user on your account when navigating through the link you're using? We definitely want to get this resolved for you!

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