Sharing my experience with a failed attempt to upgrade my internet today 2-26-25

Wanted to share a frustrating experience with my attempt to upgrade internet speeds. I currently have 1000MBPS, and checked online to see what options are available, as my wife and I office from home and use several devices. After logging in, I saw that I could upgrade to 2000MBPS for just $3/month. After adding this option to my cart, I received a message that my current router (XB8) was in need of an upgrade to... the XB8?? There was no option to bypass this, so I contacted customer service through chat. The first person said that there was nothing that they could do. They were not knowledgeable about how internet speeds work, and kept telling me that going from the XB8 to the XB8 was an "upgrade".  I spent about an hour with that person before closing the chat. I was not about to swap the exact same modem and go through the setup and hassle of boxing and shipping out a perfectly functioning modem.

The 2nd person said that a new modem needed to be shipped, but I could just ship it back. When I went to just move forward with this option, I saw that there was still a $100 fee to do this, and I was forced to choose an install date! What a total scam. After some back and forth, The rep found a way around this fee. But then when I looked closer at the offer, it was $13/month more instead of the $3 stated on the site. I was told it was because of additional fees. When I questioned how an additional $3 would result in $10 more in fees than my current plan, I was told that it was because I have a $8 promo until June 2025. But I was signed into my account, and the site was still displaying false advertising, providing me with an offer that is actually $120/year more than the ad stated. There was nothing available to get the rate down to the advertised price, nor extend my promo. I decided not to upgrade because the price was more than advertised, and I still had to deal with shipping back the same router that I have. The rep was not able to correct my account, which states that I have a XB-3 router. I was told that the only way to correct this was to go through this shipping process, which is a complete waste of time and resources. She tried to do an in-store pickup and told me to just not pick it up and it would get cancelled. Then I worried that the system would show me with 2 routers, or revert back to the XB-3 anyway. I decided not to move forward with the upgrade, and I will not add any services from Comcast because the systems that organize accounts and plans is completely broken. The rep could even verify that I have the XB8, and NOT an XB-3, but she could do nothing about it. This is all on top of a very frustrating website to navigate. As soon as fios is in my area, I plan to switch. Watch your accounts and look closely at your Comcast bills, people!