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petdoc
1st Topic

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4 Messages

Monday, June 10th, 2024 11:47 PM

Xfinity insists on sending me "new equipment" I do NOT want (bait and switch warning)

Why is it that Xfinity keeps sending me equipment I don't want? In the last week you've made THREE attempts to send me a new modem. The first one went to an address in a different state, so I called and wasted 90 minutes trying to talk to a live person (the texting option is useless).  An agreement was made to ship another unit- fine. Next morning I get an email stating that this new modem will result in a $25 a month bill increase- none of this was mentioned in the original email and in my talk with the first rep. Xfinity JUST increased the old bill, so another $25/month was unacceptable. So, I call (wasting another couple hours) to get the second shipment stopped.

I Just want to keep the Performance Internet I have now because for me it works just fine. But Xfinity keeps trying to pressure me into services I do not want.  They've even tried to sell me an upgrade to my iPhone 14 for Pete's sake!

Yesterday I got another email stating that a THIRD modem is being sent out. I call AGAIN to get this stopped wasting another 90 minutes. The rep tried calling Fed Ex and got no answer from them, but I was assured my issues would be "escalated" and it will be stopped. Nope. This afternoon FedEx tells me that third modem is on the way. I call them to try and stop it- but no luck. Only option is to pray the package actually gets to my house and deny delivery or send it back.

At this point I REALLY wish I could be done with Xfinity. I've put up with this kind of stuff for 28 years because you're the only real option in my area and have had all I can stand. 

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5 months ago

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XfinityChelseaB

Official Employee

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1.2K Messages

5 months ago

Hello @petdoc, Thanks so much for taking a moment out of your day to leave a post on our community forum. 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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petdoc

Visitor

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4 Messages

I have been sending texts, direct messages and doing phone calls for the past FOUR days and nobody will listen and actually SOLVE the issue. I've also contacted FedEx to stop the deliveries, but they tell me you have to do it. But when a rep tries to contact FedEx, I'm told there's no reply. So, I fail to see how wasting another hour or more doing yet another chat session will help.

I also contacted FedEx myself and they told me a shipment cannot be stopped in transit. My options are to 1. put a sign on the door refusing the package. 2. allow delivery and then just send it back.  This of course is assuming the package actually gets to my house and is not delivered to somewhere in another state like the first modem was.

I don't suppose there is a direct line/email address to someone who can actually fix this issue instead of giving out canned answers?

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5 months ago

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XfinityRoberto

Official Employee

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1.4K Messages

@petdoc, I apologize for the inconvenience this has caused you. We are happy to take a look at your account and guide you to the best outcome. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

Let me know if you have any questions.

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

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5 months ago

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petdoc

Visitor

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4 Messages

I've been waiting and waiting for that support page to load, and NOTHING happens. Isn't there a direct email/phone? I did manage to catch FedEx and refuse delivery of modem # 3 but now I just got an email asking me to activate that equipment!   Why is this SO darn HARD???

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5 months ago

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XfinityChelseaB

Official Employee

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1.2K Messages

@petdoc, The Digital Care Team would be able to help you here by coming into a DM with the instructions already provided. You're welcome to call our phone support at 1 (800) 934-6489 or 1-800-266-2278. Otherwise, we are happy to continue assisting you on this platform!

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

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5 months ago

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petdoc

Visitor

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4 Messages

I've had multiple calls and still get texts asking me to activate the nonexistent modem. At this point all I can do is ignore them. At least there hasn't been an attempt to send out a fourth modem. However, my last call said I'd be charged for refusing the delivery from Fed Ex. We had a long discussion before I was promised that no charge would appear.  Fingers crossed that actually will be true.

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5 months ago

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