New Equipment/Billing

@user_c9d6b9 Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. Do you already have an Xfinity modem that you were renting? The xFi Complete includes the modem rental as well as provides Advanced Security for your WI-Fi devices and unlimited data. If you already have an eligible Xfinity modem you wouldn't receive any new equipment. It would just be a change on our end that enables the additional options provided with xFi Complete. 

I was led to believe it was new equipment that came with a pod. The email I got with order confirmation had a little icon at the top that had four “steps” (start, confirm, prepare, activate) and only start and confirm we’re highlighted like the final two steps haven’t happened. The modem I currently have is several years old. If no equipment is being updated on my end I would like to go back to my original services. This seems like false advertisement and I’ve had zero luck trying to communicate with Xfinity. I even tried to chat with an agent, got a text from the agent starting the conversation, asked my question, and never heard back.

The xFi Complete also will run a home assessment of your Wi-Fi to determine if a xFi Pod is needed. If it is determined that your home would benefit from a pod, then you would receive a free one. I'm happy to take a look at the equipment on my end and make sure that you have a compatible modem. Please send us a DM to Xfinity Support with your full name and address to get started. 

Click "Sign In" if necessary
Click the "Direct Message" icon or here.
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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