Visitor
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1 Message
Poor Customer Service
My gateway stopped working a month after having it and I scheduled someone to come out. In the meantime as I have 4 kids I used my own modem so we still had internet. When the tech came to fix it he called to swap my old gateway for a new one. They wanted to add $15 to my monthly bill because I was going from a personal modem to renting one. Despite explaining as simple as possible that I am already renting one and that my contact gives me a $15 a month service credit on equipment, two different people both refused to listen and insisted I have to pay to rent a modem. I just want my modem replaced this is extremely inconvenient and a little ridiculous. I'm not giving up the agreement I signed up for because your equipment doesn't work.
CCStephanieK
Problem Solver
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909 Messages
3 years ago
Hello, @user_beefcb. I completely understand where you're coming from when attempting to only swap your modem temporarily. Our plan options work where a promotional offer is added, and if that code is removed from the account, this code would still need to be added again if the promotional offer is still available. I apologize that it was not explained to your previously that by swapping your equipment, the discount would be lost/removed to add the customer owned code. I'd like to see if we can restore the discount for the equipment rental for you.
Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.
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