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user_xq34aw
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10/01/2026 7:17 AM

Need help with 1 Gig Wi-Fi Boost Guarantee override

I am a Gigabit customer trying to reach the Digital Care team regarding a manual assessment override for my dead zone. Please send me a private message request so I can share account details. I just spoke to an app chat agent who refused to process an assessment override and falsely claimed the pods are 'no longer in service' to try and force me into a $15/month Xpro plan. Can a forum Digital Care specialist please review my account history, override the app test, and process my complimentary hardware extension?

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21 days ago

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EG

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122.4K Messages

22 days 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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XfinityMartyR

Official Employee

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3.8K Messages

22 days ago

user_xq34aw  We appreciate you reaching out to us over our Community Forums. We would be more than happy to help get you pointed in the right direction! You will want to ensure you meet the eligibility requirements for the WiFi Boost Guarantee, and run a Network health check in the Xfinity app. The following article will outline everything you need to know, and the process to run the network check.
 
 
 

 

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user_xq34aw

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Thanks for your response! I have definitely ran the whole home network health check, and in my system logs you should definitely be able to see multiple devices with weak WiFi signal in my home. I’ve also sent a private message to xfinity support regarding these tests as well. Let me know what I can do now. Thanks!

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22 days ago

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user_xq34aw

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I don’t have an option in the app to order the free extenders even though the app registers I have devices with weak wifi signal. This is why I’m posting to the forum!

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22 days ago

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XfinityMartyR

Official Employee

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3.8K Messages

 

user_xq34aw Thank you for the additioanl information. We can take a closer look, and will respond to your direct message shortly. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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22 days ago

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user_xq34aw

Visitor

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Hello! Appreciate your response. The employee who responded to my private message is not honoring the wifi boost guarantee policy stated on the website and is instead recommending I pay an extra $15/mo for free extenders. That doesn’t sound very free to me. Can someone help me understand why this policy isn’t being honored for my account when I meet all eligibility requirements? How can I escalate this to a manager or someone with more knowledge of the policy?

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21 days ago

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EG

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122.4K Messages

22 days ago

@user_xq34aw 

Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.


Please see this post about direct messaging the support team;


https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478   

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