1 Message
Xfinity - How do I get anything resolved.
On December 4th, I ordered an Xfinity Xfi Pod to improve reception in my small house with an Xfinity modem/router.
After it arrived on December 11, I installed it following instructions and hours of troubleshooting, but it kept shutting the internet down.
On December 12th, I went to the Xfinity store with my modem and the store tech said the problem was the old version modem and gave me a new one.
On the evening of December 12th, I was on the phone for hours with Xfinity and starting up the new equipment. The Xfi POD kept shutting down the internet. They agreed to send a service technician to troubleshoot.
On December 13th, the service technician came and tried to get it working, but it wouldn't work. He proceeded to tell me that Xfi pods aren't reliable and that I should change to other router/mesh system.
I ordered new equipment from Amazon and got it running on December 18. I was on the phone with Xfinity for 1 Hr and 22 minutes to try to get to a Modem only function which I finally got working.
On December 20th, we returned the Xfi Pod to the Xfinity store in Estero Florida.
Soon after my husband dropped off the Xfi pod, I received a text message saying that our Ticket was rejected and closed. This means to me that you are not returning the $119 on the equipment that I purchased from you that was defective.
I was on the phone for another 55 minutes tonight where I was told that I had to send an email with all these documents even though I gave all the ticket numbers to the phone person. I was told that I had to send an email with copies of all documents to some random person that I don't know which I did. Before I got off the phone with the representative, the ticket she had created had been rejected and canceled.
This is unacceptable customer service.
This is unacceptable and I want my money returned immediately. Please let me know the status within 24 hours.
XfinityJeniece
Official Employee
•
2.5K Messages
5 hours ago
Hey there, user_80w0as, thanks for reaching out through Xfinity Forums regarding your Wi-Fi Boost Pod. I am happy to hear you were able to get your connection working properly. I know how important it is to have a solid connection throughout your home. We would be happy to help you with your return. We want you to be happy with your return to provide more details.
To send a "Direct Message" to Xfinity Support:
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Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
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