Worst customer support I've ever seen

To begin with, why do I have to make my way to the forums for any help when they could have actual people manning the chat support? What good is a chatbot that's confined to simple actions that could be done on a single webpage? Comcast made over a hundred billion dollars last year, despite losing customers. Where's all that money going? The service isn't any better, and the prices keep going up. In fact, I'm paying more now for slower internet than I had 2 years ago, and that's even after the 100Mbps bump that Xfinity graciously bestowed on me back in March.

My original question was simple. Before I make the 30-40mi drive to the nearest store, I wanted some information on Xfinity gateways. I prefer having my own, but I think the radio is starting to go in mine, and I can't afford to replace it at the moment.

I was wondering what it costs (if anything) to get an Xfinity gateway, and if there are any options available, hardware-wise. I went to the website, clicked internet, saw a link that said equipment that I can't seem to find anymore, and saw a tile that said "Xfinity Gateway" with a button on it that implied I'd get information on the device. Instead, it took me to a page full of ads for Xfinity, and from there it just kept looping. I eventually found a page that had some specs, but nothing about price or if that was the only type available. I also can't seem to find that page anymore.

@Ghinn

Thanks for reaching out to us, in most areas as of June 26 with our new next generation plans, our Xfinity modem and unlimited data come included with our new plans.

 Depending on your plan if you're on one of our grandfathered or legacy plans and you intend to make no changes to that plan but just to add the Xfinity modem the modem fee is $15, If you need unlimited data with our modem the total charge is $25. This link https://www.xfinity.com/support/articles/broadband-gateways-userguides Has great information on our Xfinity modems

I'll be happy to look over your account to check your Internet speeds and see if we have any amazing new offers for our next generation speeds so you can get the modem included for free.  Just go ahead and send me a direct message including your first and last name and complete service address to get started

Here's the detailed steps to direct message us: 

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Okay, completely ignore my question about the lack of actual support on the main site. That's fine.

That page would have been really helpful if it had been directly accessible from the main site under "equipment," as opposed to being tucked in a support page that isn't even labeled "support" on the main site. It's labeled "help," but I assumed that that took me back to the garbage AI assistant (since everything else does), which I didn't want. I've sent a DM, and will handle account issues there, but while I'm still here, why do all the gateways on that page look like aromatherapy diffusers? Why can't networking hardware look like networking hardware? I'd prefer antennae and status LEDs to an off-white blob with a single light on the front.

I'm not sure what information you're looking for. The link I sent you gives you all the information on our modems it doesn't list the price on the site but as I stated if you're in one of our legacy plans or grandfathered plans to lease an Xfinity modem it's $15. But if you go to one of our newer plans you can get the modem free as well as unlimited data.

I don't show we've gotten a direct message from you yet so I'm just responding to you on the public forums to let you know I can further assist you with your account In the private direct chat

Direct Message was sent at 12:57. Your inability to see it is nothing to do with me.