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user_mm1h6h
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Sunday, September 22nd, 2024 2:04 AM

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Router not what I ordered; no range extender

I have been an xfinity internet customer as of last Thursday. I was under the impression that the internet service I ordered came with a router that was free for 24 months, and $25/mo. after than, and that it included a range extender, which I assume is similar to a repeater. When I look at my account details, I see that instead I have this router: Current plan: xFi Gateway ($15.00/mo), and there is no mention of a range extender. How can we remedy this?

Question

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Updated 

7 months ago

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EG

Expert

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110K Messages

7 months 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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XfinityEva

Official Employee

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1.6K Messages

7 months ago

 

user_mm1h6h Welcome! We have different offers for adding a gateway from Xfinity or using your own. When using and Xfinity Gateway you do have the option to add xFI Complete which includes the rental ($15) Unlimited Data ($30 if you live in an applicable area) 
 
As soon as you have added the xFI Complete, a Whole Home WiFi evaluation will begin within one day of activating the Gateway.

For 14-days it runs an assessment on your service coverage at home. And then you’ll receive additional emails with information about your xFi network performance. (after the 14 days) 
If you receive recommendations to further optimize your network, you will receive the option to add a WiFi Pod to help create a stronger WiFi mesh coverage.
 
A WiFi extender will help your network reach farther away from your gateway whereas the WiFi Pod will create more of a mesh coverage to reach spots in the home where the service may not be as strong. 
 
If the home qualifies then you will be sent one at no charge however, you can still purchase these on your own if you feel you could benefit from adding more! 
 
Check out our xFI Pods FAQ here: https://www.xfinity.com/support/articles/xfi-pods-faqs

 

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user_mm1h6h

2 Messages

@XfinityEva​ Thank you for your answer. When I customized my internet equipment during setup, I selected the radio button that said:

Yes, add xFi Complete for $0.00/mo for 24 months*
After 24 months, regular rates apply (currently $25.00/mo).
Includes our xFi Gateway and all the benefits of xFi, plus:
  • Unlimited data ($30/mo value) for peace of mind
  • Only Xfinity will upgrade your gateway after three years at no extra cost for a better, more reliable connection for your home
  • Free Advanced Security at home and on the go to help keep your devices safe and secure from cyberthreats
  • Wall-to-wall WiFi coverage throughout your home, with an xFi Pod included if recommended

However, when I look at my account info under "Your plan", there is no mention of xFi Complete:

Your plan

Speed  =  Download speed: up to 500 Mbps, Upload speed: up to 20 Mbps

Equipment  =  1 xFi Gateway

How can I confirm that I have xFi Complete and am eligible for an xFi Pod?

7 months ago

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XfinityKrista

Official Employee

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1.5K Messages

Great question @user_mm1h6h.

 

Here's a link that explains the process we use to see if your home qualifies for an xFi Pod https://www.xfinity.com/support/articles/whole-home-wifi-evaluation. 

 

I'd be happy to access your account to confirm xFi Complete has been added to your account. 

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's 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 "New message" (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

 

 

 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

7 months ago

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XfinityAdrienne

Official Employee

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1.2K Messages

I am happy we were able to get everything cleared up with your billing charges, user_mm1h6h! Please don't hesitate to reach back out if you have any other questions/concerns, we are happy to help! Have a wonderful rest of your day. 

 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

7 months ago

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