Visitor
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5 Messages
Router Upgrade: Got Same Exact Router
Hi,
I got a prompt within the My Xfinity app that my router was eligible for an upgrade. I happily accepted; they sent me a package, but inside the package was the same exact router as I had before (an XB3). Was this package sent in error? Or was the upgrade prompt a bug? Or does the new router differ in some invisible way such as firmware or ?
Accepted Solution
user_cf4d33
Visitor
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5 Messages
2 years ago
Update:
Customer service confirmed that I was not in fact due for an upgrade, which leaves the only conclusion, that the upgrade prompt was caused by a software bug. I returned the duplicate modem to an Xfinity store at no cost to me.
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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 Comcast corporate employees (The Digital Care Team) for assistance.
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CCZachary1
Problem Solver
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672 Messages
2 years ago
@user_cf4d33 Thank you for reaching out to the Xfinity Forum team. I would have to take a closer look at your account and your package. I would have to review your previous modem.
Could you please send our team a direct message with your full name and full address?
• 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
Let me know if you have any questions.
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