Visitor
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1 Message
new "hardware icluded" plan
I "Ordered" the new 500 gb plan late last week. THe plan states "WiFi Hardware Included"...
When I look at my "current plan", it says 400 gb and "customer owned" modem.
I try to "add an XFi Gateway" and the page just loops, refreshing endlessly. Will I get the new model... eventually?
I don't really need 500 GB, but I don't see an option for a 1 year 300 GB plan. Am I missing something?
EG
Expert
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111.4K Messages
2 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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XfinityJoe
Official Employee
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861 Messages
2 days ago
Hi there @LeeM2 we would be happy to review your account with you.
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
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
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XfinityThomasC
Official Employee
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2.6K Messages
2 days ago
u/LeeM2 We want to thank you for reaching out on our subreddit for support with your hardware included inquiry. We are glad we were able to resolve your issue. Never hesitate to create another public post for any of your future account and service needs!
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user_Humpty
Visitor
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1 Message
23 hours ago
I am experiencing the same issue, went into store on Saturday the 28th of June and upgraded to 2mbps package which includes unlimited and gateway, told them wasn't sure if my current modem I was using would be able to handle the new upgraded speed, was told go home and check and speed test and if not come back and get a gateway which is included. Went back Monday night to get one and was told I needed to get it at the time I placed the order so nothing they can do now and will give me gateway but will be $30 per month!!!!! explained it says it is included, again told since I chose my own modem on order I am no longer eligible.... what a joke... then manager says I can cancel internet and then re do the order, but then there is no guarantee I would get the same discounted price again. Went online and I try to "add an XFi Gateway" and the page just loops, refreshing endlessly.
I just want my gateway that comes with the service so I can take advantage of the new upgrade speed I am paying for, not a manager and employees at a Xfinty retail store just telling me over and over "sorry nothing I can do, system is not coded to do that, you can cancel just not sure you will get the same price!!!!!!!!!!!!!!!!!" very frustrating......
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