Visitor
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Promised a Free xFi Pod During Renewal, Store Says It Cannot Be Provided
Hello,
I have been a Comcast/Xfinity customer for over 13 years and recently renewed my Internet service after a lengthy chat with one of your representatives on July 26, 2026.
Overall, much of the experience went well. My new XB8 Gateway was delivered the very next day, I installed it successfully, and it has noticeably improved the Wi-Fi coverage throughout my home.
However, I have run into a significant issue regarding the xFi Pod that was discussed during the renewal.
Before accepting the new promotion, I repeatedly asked questions because I wanted to be certain I fully understood what was included. I specifically asked whether I could obtain an xFi Pod from my local Xfinity Store at no charge, and whether there would be documentation on my account so the store would know to provide it.
For example, during the chat I was told:
“Everything will be documented. Once I apply this new promotion to your account, I will share the order confirmation ID with you, and you can present that at the Xfinity Store to collect the equipment at no charge.”
xfinity-chat-transcript 072626.pdf
Later, after I again clarified that I wanted to ensure there would be no pickup charge, no monthly fee, and no rental fee, I was told:
“I clearly mentioned there are no charges for the Xfinity modem and pods. No pickup charge, no monthly fees, or rental fees.”
xfinity-chat-transcript 072626.pdf
Based on those repeated written assurances, I accepted the new Internet promotion.
Unfortunately, when I visited my local Xfinity Store, I was told:
- they could not provide a free xFi Pod,
- there was nothing on my account authorizing one,
- and I was not the first customer who had arrived after being told something different by chat support.
That left me feeling disappointed and misled.
I am not looking to criticize any individual representative. I am simply asking Xfinity to review what occurred and honor the commitments that were made during my renewal.
I have the complete chat transcript from the renewal discussion and would be happy to provide it if an Xfinity employee or moderator would like to review it.
Thank you.
Patrick
EG
Expert
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119.7K Messages
5 hours ago
The concern is not related to Xfinity Compliments................... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityRichard
Official Employee
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3.5K Messages
5 hours ago
Hi there @user_kw8bv3 , thank you for reaching out and for being a loyal Comcast/Xfinity customer for over 13 years. I can absolutely understand why this experience would be frustrating, especially after taking the time to carefully review the details of your renewal and receiving multiple assurances that an xFi Pod would be provided at no charge. We appreciate you providing such a detailed explanation of what occurred. Based on what you've shared, I can see why you would be disappointed after visiting the Xfinity Store and finding that the information available there did not match the commitments you were given during your renewal discussion. We would be happy to take a closer look into this for you. Since you mentioned having the complete chat transcript, please send us a Direct Message with your name and service address so we can review your account and the documentation associated with the renewal. If the transcript contains the assurances you referenced, we'll do our best to investigate the situation further and determine what options may be available. Thank you again for your patience and for giving us the opportunity to review this. We look forward to working with you and helping to find a resolution. ❤️
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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