Visitor
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3 Messages
I received an xb3 but I already have an xb6
Last week, I received an email that I needed to upgrade my gateway to take advantage of higher speeds. So, I approved the shipment. (I didn't pay attention to exactly what hardware they were sending) A few days later, I received an xb3 in the mail. But I already have an xb6 that works great! I haven't done anything with the xb3 yet. Then, yesterday I got a text saying my equipment is ready for an upgrade. If I click the link, it shows an upgrade from what looks like an xb3 to a "new modem".
I obviously don't want to keep the xb3 and send back the xb6. If I try to approve the second suggested upgrade I get an "looks like something went wrong" error.
What am I supposed to do? Why the heck did I receive an xb3? What am I supposed to ultimately have?
Official Solution
XfinityPeterH
Official Employee
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1.8K Messages
2 years ago
Thank you for allowing us to help you figure out the correct equipment for your account. We will be following up with you in the next couple of days to make sure the extra equipment was removed properly. :-)
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XfinitySheila
Official Employee
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1.1K Messages
2 years ago
@user_fdd763
Hey there! I can understand how this can be confusing, and truly we want to be sure to get it right. Please DM with your full name and address so that we can review your equipment and requirements.
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DependentCustomer
Contributor
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47 Messages
2 years ago
Thus happens all the time. I have recieved incorrect equiptment more than 5 times in the past 3 years. Even when phone or online support promise one model, another model will come. It's a systemic issue.
(edited)
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