Kangdiy's profile

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Fri, Jan 8, 2021 1:00 AM

XFi pods - zero customer service - bait and switch

I was promised 3 pods due to connectivity issues in my home.  Called customer service when only one arrived.  Kept getting the run around that the new ones are 3 times more powerful.  I have a screen shot from the rep that says I will get 3 of them... this was on 12/24/20.  After 2 hours of chatting, call backs, finally spoke to a supervisor who essentially told me that she would put in a trouble ticket and have me send the screen shot of the promise of 3 xfi pods.  She refused to give me her email address so that I could send it to her.    I asked to get the ticket number before we disconnected, she agreed.  As I waited for her to create the ticket, she hung up on me.  No call back, no email.  No help.  I have yet to receive a ticket number via email and the xfi complete system that I signed up for that would solve my connection issues, is a joke.  Connectivity was actually better when I used my own equipment.  Switched to xFi complete due to the 1.2 GB limit (since the whole family is now online at home) to avoid the overage charge and promise of better connectivity throughout the home.  All they would continually say was, "These 2nd generation pods are 3 times more powerful". They don't care that I have connectivity issues in the 2nd floor master bedroom as well as the basement and that installing the xpod in either the basement or the 2nd floor has no impact whatsoever on the quality of connection in the other space.  The more powerful pod apparently doesn't have better reach.  Absolutely the worst treatment I've ever gotten from any customer service rep, ever, period.  Own up to your mistake!  Comcast, live up to your promises if you take our money.

Responses

New Poster

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1 Message

4 m ago

I have also been a victim of this comcast scam.  Will be filing a complaint with my credit card company and bank and switching back to verizon. 

ComcastJonathan

Official Employee

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839 Messages

4 m ago

Hi everyone,

 

A few things worth clearing up (I do not work on on the xFi Pods team).

 

@Kangdiy  The agent should not have hung up on you, that's unacceptable and not the experience we want for our customers, I'm investigating that for us. I'm seeing on your account you have a 1st gen pod, did you get one that says XE1 on the back or XE2? If what arrived is an XE1 you should have received 3 per the chat transcript I was reading, as they are 1st gen. Otherwise if it's an XE2, a single xFi Pod is provided. 2nd gen pods are tri-band and do have extended range over the dual-band 1st gen pods. Let me know which one you have.

 

The bigger challenge I'm seeing on your account is that your equipment is an XB3, model Tg1682g, which should probably get swapped out for an XB6/XB7.

 

  • XB3s are DOCSIS 3.0 modems and use 802.11n wireless protocol
  • XB6/7s are DOCSIS 3.1 modems and the XB6 uses 802.11ac and the XB7 uses 802.11ax
  • What that means is more downstream and upstream channels from the modem and our network, meaning less congestion. On the WiFi front you've got beamforming, double the spatial streams from 4x4 to 8x8, 5GHz, all of which to say provides better WiFi coverage to boot. XB7s use 802.11ax is known to consumers as "WiFi 6" and as devices roll out that are WiFi6 compatible, (e.g. iPhone 11/12) you'll start seeing better signal due to devices being better at recieving the signal using the newest wireless standards).

The fastest way is to bring your gateway into an Xfinity Store for a swap, Boulder (a 10-min drive) has 50 XB7's in stock, and Longmount (a 15 min drive) has 74 as well as 18 XB6's. 

 

Also, per your discussion with us, bathroom tile and other material is incredibly difficult to pass through, regardless of which wireless device you have (e.g. even Google WiFi at my folk's place struggles with bathrooms)

 

@Xfipodscamvictm let us know your issue in detail and we can give you a good reason to change your username and stay with our services.

PSA for everyone: This forum is not meant for histrionics and venting, it's for describing your problem so we can help or connect you with the folks who can. Please follow the Forum Guidelines.

I am an Official Comcast Employee.
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3 Messages

1 m ago

@ComcastJonathan 

Why are the 2nd Gen pods not available?  Better question when will they be?  I have no issues purchasing extras.  But since July of last year I have been trying to purchase them with no luck.  Can you help with this issue?  Thanks

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