3 Messages
Upgrade from XB6
We've had the same modem (XB6) since we last moved, almost 6 years. I have tried to get an upgrade 3 times: once last year and twice in the past week. Most recently, I also updated our Plan to xFi Complete, on the condition that I also was to get an upgraded modem. I have asked specifically for the XB8, and assured every time that that is what was being sent. I have the chat transcripts for all of this. So what happened?
Xfinity has sent me--not an XB7 or and XB8--but rather... the XB3. 3 times!
So talking to customer service 3 times to ask for an upgrade to the XB6, they sent me an older model 3 times. How can this be anything other than these reps lying to my face?
My question would be, how can I actually get an updated modem? There is no scenario where I will "try again" with the xFi online chat, or the normal CS phone #... If this can't get resolved here, I need to know how to escalate this. Or if I need to find other options entirely.
Thanks in advance.
XfinityDemitrius
Official Employee
•
2.1K Messages
1 year ago
Hey @user_1wfej1,
Thank you for visiting our official Xfinity Community Forums support page. We would be more than happy to look over the account, equipment, and services. We would be limited in selecting which devices for shipment depending on the level of services on the account. xFi Complete would not circumvent the equipment eligibility and would work on all our xFi devices to provide the In-Home Wireless Assessment, Unlimited Data Plan, and more.
Alternative, you can always visit a local Xfinity Store and swapping out the equipment (upon eligibility) for a different model. You can always opt into making a purchase a cable modem as well with the features you want and save money on your monthly bill. You can find the closest Xfintiy Store by visiting our Xfinity Retail Store Locator and Xfinity Mobile Stores support page and you can learn about purchasing an owned modem by visiting our Use approved third-party equipment for Xfinity Internet and Xfinity Voice support page.
What level of Internet service do you currently have and are you experiencing issues with the services? Usually 9 times out of 10, the modem is not the issue and the issue is usually within the home with loose connection, poor coaxial cables/splitters, or individual devices. We hope to hear from you soon.
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