Support

Recently switched back to xfi gateway after receiving an email that our netgear modem will not be supported. Our service since renting the gateway freezes often. I saw where some received a free pod to improve service. I would like one or will need to return the xfi gateway.

Responses

XfinityJustinC

Official Employee

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1.3K Messages

1 day ago

Hello, @JeffreyRF0 thank you for reaching out over Xfinity Forums. You've contacted the right place for support, and sorry to hear of the service issues. Working from home myself, I understand the importance of having your home network performing optimally and I'd like to investigate the connection issues further.

Regarding the free WiFi extenders, that sounds like our xFi complete (includes modem lease, unlimited data, advanced security) home assessment evaluation: https://forums.xfinity.com/users/602c3bfbd0dc383eff6beba9 . Customers with xFi complete service have an assessment done when the equipment is activated, and then connection is monitored over a 14 day period and a recommendation for pods or not needed is returned. There is an email sent when the evaluation starts and completes, and if recommended an email with redeeming the free WiFi extender is sent.

- Do you have xFi complete, or just the monthly modem lease?
- If you have xFi complete, did you receive an email regarding the evaluation (it may be in your junk/spam folder)?

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JeffreyRF0

New Poster

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5 Messages

1 day ago

Hi, thanks for the response. No, I think I only have gateway rental with the 1300 mb plan. Our plan is no longer offered but it is the triple play plan. Looks like I'll need to return the gateway. Tv is stuttering and freezing as I type this.

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XfinityJustinC

Official Employee

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1.3K Messages

@JeffreyRF0 I appreciate the follow up, I can confirm for sure what equipment/service is on the account, and can help with troubleshooting. I can check the area equipment and signals coming into your home and also ensure the Xfinity gateway is provisioned correctly.

I'd like to investigate to rule out any other issues that could be causing the service not perform properly. With you also mentioning returning the Xfinity gateway, if you're going to be getting a new owned modem in the future here is a helpful document that you can see certified modems compatible with our network, I do recommend looking at the "next gen" modems as those can support higher upload speeds if those are currently available or when they do become available: https://www.xfinity.com/support/articles/list-of-approved-cable-modems

To continue with troubleshooting, since I would need to gather some information that we don't want in our public conversation when you have time please send a direct message.

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