Hello, @user_y1rgx1 receiving poor equipment is not the experience we want for our customers. The reason our rental gateways are the best is that you have peace of mind. If anything goes wrong with the gateway, we’ll replace it for you, as opposed to you having to purchase a completely new gateway. You have the option to visit one of our Xfinity Stores to swap equipment that is in poor condition. I can also collect your personal information in a direct message and have one shipped out to you. If you prefer shipping could you please send our team a direct message with your full name and full address? To send a direct message:
In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
Click the "New message" (pencil and paper) icon
In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
Type your message in the text area near the bottom of the window
Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
I am sorry to hear about the equipment @user_4zwhex Were you able to get replacements?
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.
Hey there, user_spjo18, thanks for reaching out through Xfinity Forums regarding the modem you received. We would be happy to get to the bottom of this issue for you. You have reached the right place!
To send a "Direct Message" to Xfinity Support: Click "Sign In" if necessary Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging Click the "New message" (pencil and paper) icon The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there - As you are typing a drop-down list appears. Select "Xfinity Support" from that list - An "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it.
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.
EG
Expert
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110.1K Messages
1 year 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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XfinityThomasC
Official Employee
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2.5K Messages
1 year ago
Hello, @user_y1rgx1 receiving poor equipment is not the experience we want for our customers. The reason our rental gateways are the best is that you have peace of mind. If anything goes wrong with the gateway, we’ll replace it for you, as opposed to you having to purchase a completely new gateway. You have the option to visit one of our Xfinity Stores to swap equipment that is in poor condition. I can also collect your personal information in a direct message and have one shipped out to you. If you prefer shipping could you please send our team a direct message with your full name and full address? To send a direct message:
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user_4zwhex
1 Message
9 months ago
They did the same to me. Unbelievable, that they would pack up a broken used device and send it out to a customer.
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user_spjo18
1 Message
9 months ago
Just received a used modem, as well. It’s dirty with weird stains and fingerprints. Parts of it literally look like it has food stuck on it. Gross.
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