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user_vd21uz
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Thursday, January 2nd, 2025 4:01 PM

xFi modem upgrade

I did not automatically receive the modem upgrade after three years of service and I did not receive any information about requesting an upgrade. How do I get this?

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XfinitySara

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1.4K Messages

2 days ago

Hello, @user_vd21uz! Thanks for reaching out on our Xfinity Community Forum with your xFi Wireless Gateway upgrade questions. You've come to the right place! Our Digital Care Team is great to work with because we'll always do whatever we can to answer all of your questions and provided the latest details available to us. Effective January 1st, 2025, we decommissioned the upgrade program which allowed customers to swap their Xfinity Gateway after three years at no additional cost. However, current xFi Complete customers will still be able to swap their Gateway on their eligibility date. And when it's time, you'll be notified via email and text, and must do the swap within 3 months. Around what date did you reach the 3-year mark?

 

You may refer to our Xfinity xFi Complete FAQs for more information.

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user_vd21uz

2 Messages

December 2023, but I did not receive an email or text about this.

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2 days ago

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XfinitySara

Official Employee

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1.4K Messages

Oh, over one year ago! Thank you for clarifying, @user_vd21uz. Let's take a closer look and see what we can do to help today :) Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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

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