Visitor
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2 Messages
I have been straight up lied to 4 times! Once by the technician, and 3 times by THREE different people in your assistant chat!
I requested that a wifi extender pod be installed when the technician came and installed the wiring, modem, etc. 2 pods were supposed to be included if required. He insisted I did not need it, so did not install one. So far, I have had horrible signal upstairs. The 1st time I contacted customer support through the assistant (almost 3 weeks ago) I was told not to worry and that a pod was ordered and will be shipped to me. The 2nd time I reached out(1 week ago) I was told the delivery driver had an accident, and that the pod would be delivered in 2 days. The THIRD time I contacted support(today) I was apologized to and told I could just come to a store and pick up a pod. I specifically asked if I would be asked to pay(another $119) for it, and I was told no. I asked if they knew I was coming? I was told yes. I asked if I would get to the the store(a 45 min, 30 mile drive) just to be told they could only sell me one, and I was told no. I'm now sitting in the parking lot writing this after being told they can NOT give me a pod, or even order me a pod, but they COULD sell me a pod. Is this supposed to be a joke? What do I have to do just to utilize the service I'm PAYING for? Should I just cancel everything and report this to the BBB? I have NEVER been treated like this by a supposedly reputable company in my life.
user_osh4ry
Visitor
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2 Messages
2 days ago
Update: The customer service number the store employee gave me just asks me, "What's the issue you're calling about?" No matter WHAT I say, how many words I use or don't use, the line just stays silent. NO RESPONSE.
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XfinityQue
Official Employee
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185 Messages
2 days ago
If the Whole Home WiFi evaluation recommends WiFi Boost Pods:
- The WiFi Boost Pod (at no additional cost) offer must be redeemed online using the link provided within the Whole Home WiFi evaluation results email.
- The same online order link will be available in xFi's Notification Center and the WiFi Boost Pod Redemption tile in the Overview tab of the Xfinity app.
Now, this is something tailored to your circumstance, if a technician is in the home of an xFi Complete customer who hasn't redeemed their free WiFi Boost Pod, the technician can install the Pod at no additional cost.
To clear that statement, if you were just connected as a customer without having the offer, the technician would not have been able to fulfil that as it is based on your network diagnosis. If a technician came out due to service troubles and you had the offer along with the technician having the inventory for the pods, it would have been able to be installed.
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I do apologize about the mix ups. I'd be more than happy to take a look into your account to see if the offer was redeemed, and shows a tracking number for us to track.
To move forward with your concern, please send us a direct message with your full name and service address. From there I can authenticate your account and assist you further.
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
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.
(edited)
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