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Ap802
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2 Messages

Friday, March 11th, 2022 12:34 PM

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Upgraded Gateway is the exact same?

So I noticed the last time I logged into my account and went to my equipment and there was a notice that said I was eligible for a free Xfi gateway upgrade, that would not cost anything or increase my monthly bill. I thought sure why not? I’ve had this gateway for years! The new one came today and see exact same model as my current one… What is the point?

new and old models are the Arris TG1682G 

Question

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Updated 

3 years ago

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3

EG

Expert

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110K Messages

3 years ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

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CCDaryl

Problem Solver

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828 Messages

3 years ago

@Ap802

 

 

That is our XB3 model. The next upgrade would be our XB6. Are you close to one of our Xfinity stores by any chance?

 

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Ap802

Visitor

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2 Messages

@XfinityDaryl​ Thank you for your response, not particularly close...no. Closest one is about 45 minutes away.

3 years ago

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CCDaryl

Problem Solver

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828 Messages

Oh boy! That is quite a drive. Okay, let me help you out then, and send you one. Since I need to get into your account to do this, I need some personal information from you. Could you please send us a direct message with your full name and address? You can send a direct message by first making sure you are signed into the Forums. Then you want to click the "chat" icon in the upper right (left of the notification bell), then next click on the pen/pad icon, and lastly "Xfinity Support." 

I no longer work for Comcast.

3 years ago

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user_b2a09c

Visitor

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2 Messages

3 years ago

I also had this same thing happen and received the same gateway I'm currently using. I'll go ahead and take the new one to my local xfinity store and see if they meant to send an XB6. Thanks for letting me eavesdrop in on this discussion. 

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XfinityRay

Official Employee

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2.7K Messages

Thanks for sharing your experience, @user_b2a09c. We are glad for our Community and the public help that is provided. The Xfinity store has all of our models of modems available. If you have an XB6 you should be going up to the XB7. This link shows all of our different Xfinity Gateways. If you need us to ship you one instead let us know. We will jump right in and help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 years ago

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user_b2a09c

Visitor

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2 Messages

Yep, just had to go in and they exchanged for the proper one. Thanks again for the 2nd hand info.

3 years ago

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XfinityEmilyB

Official Employee

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2K Messages

I'm glad you were able to find the information you needed in our community forum, @user_b2a09c and it's great that the representatives in the store were able to hook you up with a newer modem! We're here 24/7 and always happy to help, so please reach out if you need anything in the future! 

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.tick

3 years ago

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