Visitor
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1 Message
Gigabit Diamond Member - In-App Test Flags "Fair" Coverage (No 4K/PS5 Support) - Store & Phone Reps Denying WiFi Boost Guarantee
Hi,
I am writing this post hoping a corporate digital care specialist can help resolve a highly disappointing loop I've been stuck in with my account hardware. I am a long-term Diamond-tier customer on a premium Gigabit speed plan, using a rented XB8 Gateway. The gateway performs beautifully at the source, pumping out roughly 119% of my plan speeds. However, due to a 1,500 sq ft home layout where the gateway is on a ledge at one far end of the house, the signal degrades severely trying to travel around sharp drywall corners to my adjacent living room and bedrooms. Because of this, the official Xfinity app's Whole Home Network Test explicitly flagged my living room and bedrooms as only receiving "Fair" coverage. The app's own technical log notes that my TV cannot support 4K video streaming, my PS5 cannot support online gaming, and my bedroom smart lights are struggling to connect.
Because my Gigabit tier includes the WiFi Boost Guarantee, the app suggested adding a pod, but glitched and routed me to a standard $119 retail store payment page. When I called phone support, I was told the free pods "no longer exist" and was aggressively pushed to a $15/month Pro plan upsell. Today, I visited my local Xfinity store in Brockton, MA, and experienced the exact same thing—the representative completely brushed past my Diamond status and my app logs, told me to buy a third-party Netgear Orbi system, or sign up for the Pro plan.
As a loyal Diamond member paying for premium speeds, it is completely unreasonable that I cannot stream 4K or use my console because of an automated app glitch and frontline sales targets. Could a forum specialist please review my recent app test logs, verify my Gigabit tier eligibility, and process a zero-dollar hardware fulfillment order for the xFi Pods my plan guarantees?
Thank you for your time and help.
EG
Expert
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120.2K Messages
21 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityBillie
Official Employee
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4.3K Messages
21 hours ago
@user_hs25p Thank you for taking the time to reach out to us here on our Xfinity Forums. We truly appreciate your loyalty and being a valued Diamond member of our Xfinity family. I can understand the frustration and would be more than happy to take a look at the account and see how I can best assist you. Please send our team a direct message with your full name and address.
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
(edited)
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