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user_1fd31a
1st Topic

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3 Messages

Thursday, November 10th, 2022 1:11 AM

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pods

I bought 3 range extender pods about 2-3 years ago. Just noticed that all three stopped connecting to the modem, all offline. Noting I can do to get them online. After a couple hours with Customer Service, I'm told that they are basically no longer supported for updates, which can't be pushed to them. In effect, Xfinity shut them down. No warning. AND. I can go to the store and buy replacements that will work for only $119/apiece. What a great deal!

No, sorry. Not doing it. Xfinity turns them off to force me to buy new ones? They didn't break. Not all three simultaneously. Sales rep at the store says "what did you expect? You only have a one year warranty." I expect that they would continue to work until they broke. They didn't break. 

I think that will make a great subject for a class-action lawsuit. This is the definition of fraud. And after 35 years with them, spending over $300/month, this is what they do to customers. I'm heading over to Verizon. 

Question

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Updated 

2 years ago

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EG

Expert

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110K Messages

2 years ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityNico

Official Employee

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553 Messages

2 years ago

Hello @user_1fd31a, thanks for reaching out for help on our forums! This is definitely not the type of experience we strive to provide for our customers. You've reached the right team of experts, and we can certainly assist with your xFi pod concern. 

 

Here is helpful link that explains the certification update for our xFi pods: https://www.xfinity.com/support/articles/xfi-pods-first-gen-certificate-issue. 

 

If your pods did not receive the update mentioned in the link above they are eligible for free replacements online here: http://xfinity.com/xfipodsreturns. 

 

 

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user_1fd31a

Visitor

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3 Messages

@XfinityNico​ 

Well, I got a reply from Xfinity, and it was "Sorry, your one year warranty has expired. [Edited: "Language"] to be you."

So, I reiterate. Xfinity turns off the usability of the pods after the warranty expires, to get people to buy new ones at triple the original price. Wonderful business practice. Class action suit, and Verizon, here I come. Not to mention bye-bye Netflix, Disney, HBO Max and Apple TV income....

(edited)

2 years ago

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CCLamont

Problem Solver

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519 Messages

I can assure you we support our customers and want to ensure that we do care for all customers. With the equipment being purchased 2-3 years ago the warranty of one year has expired. As technology advances older equipment becomes outdated when will then require new equipment to be supported. I apologize for any inconvenience this caused. Our newer pods do in fact work for a longer range, two times faster and helps eliminate dead spots. Above you mentioned you needed three with our new ones one pod many only be needed to provide better coverage throughout your home. Another option we do have would be 2 for $199. I am including a link https://www.xfinity.com/learn/internet-service/wifi/xfi-pod if you would like to purchase a pod with us. @user_1fd31a. 

I no longer work for Comcast.

2 years ago

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user_1fd31a

Visitor

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3 Messages

No. That's not acceptable. That's planned obsolescence.

The warranty, if you read it, covers only defects in material or workmanship. This has nothing to do with a defect. It works fine. Xfinity just won't let it connect to the modem. Basically, you moved on and stopped caring if your product is used. If your warranty said "Buyer should be aware that we have the right to stop supporting this product at any time, after which you will be forced to buy our newest product." then I'd say it [Edited: "Language"] to be me, I was warned. 

Nope. Not spending any more money with a corporate giant that doesn't give a [Edited: "Language"] about it's customers. Buh-bye...

(edited)

2 years ago

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XfinityRichard

Official Employee

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1.8K Messages

Hi there, @user_1fd31a Thank you so much for the time you are taking out of your night to speak with us.  I do understand your frustration regarding older equipment no longer being supported by Xfinity. Please keep in mind that older equipment was not designed to support the faster speeds and improved security features that are currently available. 

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.
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2 years ago

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user_581e55

Visitor

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1 Message

@user_1fd31a​ get with the Google Fi mesh. I was using it but it doesn't work with the Xfinity DVR box. If you can survive without a DVR and just stream(like most but not at this house /s) I was getting great speeds of 400 plus out on my patio where I sometimes can only get a crumby one with my pod. I miss my mesh but sometimes you have to sacrifice for your fam. Best of luck to you!

2 years ago

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