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recole73
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Regular Visitor

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4 Messages

Friday, May 7th, 2021 12:34 AM

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Wrong Gateway listed for account

We upgraded to xFi Complete several weeks ago.  When we installed our gateway, there were issues and a technician had to come to the house.  When he was done everything worked and he had removed several items from the lines that previous installers had put in to make things work.

He took our old gateway with him.  Our new gateway is not showing on our account.  It still shows the old gateway.

How do I get this fixed?  I want to get the free POD, and it says that I have an incompatible Gateway.  I'm getting billed for xFi Complete.

What should I do.  I can't get the Chat Assistant to recognize my issue or let me talk to a person.

Thanks

Question

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Updated 

4 years ago

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EG

Expert

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111.5K Messages

4 years ago

Concern moved here for greater exposure to actual Comcast employees. 

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recole73

Regular Visitor

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4 Messages

Thanks!  I didn't think Comcast actually participated in the forums.

4 years ago

0

XfinityEmilyB

Official Employee

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2.1K Messages

Thank you so much for taking time out of your day to reach out to us on our forums, @recole73! This is an awesome place to interact with customers and get instant answers to common questions :). I got the xFi pods and they are absolute lifesavers so I want to make sure you're able to take advantage of the xFi Complete benefits. Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help. 

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

4 years ago

0

recole73

Regular Visitor

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4 Messages

Thanks for the assistance.  They worked me through a solution and everything is running normally.  I have my new PODs installed and they are working.  Only thing that did not happen was getting the free POD that is discussed in the xFi Complete ads.

4 years ago

0

XfinityMarcos

Official Employee

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2.4K Messages

I'm glad to hear that you were able to get those new pods installed and you got the help you needed from another team member. Xfinity does a great job of providing support to our customers in a number of ways, which really helps that convenience factor. The free pod for subscribing to xFi Complete is contingent upon being recommended after a wifi evaluation. Although the pod isn't guaranteed, I can still help you if we can get one to you for free. Can you please log in to xFi to locate the link in the xFi Notifications Center or the WiFi Assessed tile in the Overview tab of xFi.

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

4 years ago

0

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