Visitor
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13 Messages
Xfinity Gateway promo expiring - was told I would be charged if I return the gateway
I had a promotion that provided me an Xfinity modem for free for a year. As, that promotion is expiring in a few weeks, I started the process today to switch to my own modem. Not only did it the switch over process never complete (after 2.5 hours, I put the xfinity modem back on and restarted everything), the third agent I had to work with on chat told me that if I returned the modem, I would be charged more money for my internet package. Not only am I incredibly frustrated having wasted 2.5 hours of my time with no result, wasted tons of my cellular data chasing down and chatting with agents, I am now being told I'll actually pay More if I return the modem. Plus, xfinity wants me to schedule with a technician to come out and I'm afraid I'll be charged for that too.
I really need help on this.
XfinityChelseaB
Official Employee
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1.7K Messages
4 days ago
Hello @user_1cb9b7, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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EG
Expert
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110.6K Messages
3 days ago
Concern moved here to the Customer Service help section.
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