Misleading Gateway Wifi

user_b3ay1j Thank you so much for sharing your Gateway upgrade experience. This is not the experience we want any customer to have with our Getaway upgrades. I apologize for any confusion on the process. We offer free upgrades for modems/gateways for customers already using our equipment. We also offer gateway options for customers we do detect that their currently owned equipment is not compatible. For customers who are currently using our modem, there is a $15.00 fee added only until their current modem is returned. Shipping is free. While a customer does have both devices, the newly upgraded device and the old device, there is a $15.00 rental fee for the extra device, but once returned, that additional fee is removed. For customers not using one of our modems already, unless the modem cost is included in your monthly plan (Next Generation pricing), a $15.00 rental fee is added monthly going forward. I would be happy to help make sure you do not have Two modem rental connted to your plan, and or if it is included in your monthly cost for you.  

 If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.