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user_qi7diq
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Tuesday, June 25th, 2024 2:28 AM

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Xfinity is deceptive about it's equipment rental policy and charges for data you're not able to receive

I have been a Xfinity customer for about five years. During Covid we upgraded to Xfinity's fastest data plan at 1200mbs uploads 45mbs download speed. This spring I found out that the router that I've been renting from Xfinity for $15mo doesn't even reach the speeds I've been paying for this entire time. I decided that I'd just pay for my own router and modem. After paying for my own equipment, Xfinity is now charging me an additional $30 a month to not use their router. 

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2 months ago

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XfinityVianney

Official Employee

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1.9K Messages

8 months ago

Hi user_qi7diq,

I appreciate you taking the time to create a new post. We value your engagement on the Xfinity Forums. I wanted to start by thanking you for being a long-time customer and providing us with business for many years. The Xfinity Gateways we provide should match your speed tier, and I am sorry to hear that wasn't the case for you. I see you have since decided to use your own device. 

I can confirm we don't charge customers to use their equipment. Many customers decide to use their own devices, and we have no issues allowing customers to switch when needed. I need to see your bill to be 100% sure, but a $30.00 recurring charge is typically related to the Unlimited Data plan. Did you request to keep unlimited Data when you switched to your own modem? Can you also confirm your speed and the Xfinity Gateway that you were provided? 

 

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user_qi7diq

2 Messages

Hello

I did keep the plan as unlimited data. When I started tweaking my bills to save money at the beginning of May, I opened one cell line plus the internet package I mentioned for $110 a month. Internet was supposed to be $60. When I took off the modem, it was to save on the $15 a month rental. Now I'm being charged $80+ and every time I talk to someone from Xfinity, I'm given a different reason. Two times ago, the fee was because of unreturned equipment.  You guys also added some knock off roku to my account that I don't want or need. Earlier today I was told it was because I'm now using my own equipment. Now you're saying that it's because I have unlimited data.

8 months ago

0

XfinityVianney

Official Employee

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1.9K Messages

 

Let's talk privately so that we can go over your account details. I can say with absolute certainty, however, that we don't charge you to use your own modem. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. 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.
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8 months ago

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Chiweeniemommy22

New Poster

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5 Messages

@XfinityVianney​ Xfinity does not like ppl using their own equipment, especially routers.I get our plan's download speeds when my pc is connected to only the modem but when i hook my router up, the speeds go down around 400 mbps. [Edited: Inflammatory]

(edited)

5 months ago

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XfinityTony

Official Employee

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1.3K Messages

@Chiweeniemommy22 Hello! I would love to take a look at your service to figure out why you aren't getting your full speeds with a 3rd party router connected. When you log into your router's interface, can you run a speed test from there? Also, I recommend rebooting your modem while you have your router connected. Also, are you using an Xfinity Gateway? If so, make sure you put it in Bridge Mode to prevent double NAT.

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

5 months ago

0

XfinityVianney

Official Employee

 • 

1.9K Messages

 

user_lo0491,

Thank you for reaching out and sharing your concerns. I completely understand how frustrating it must be to feel like you need to get clear and consistent answers, especially after speaking with multiple people. Let me assure you that I’m here to help and make sure we get to the bottom of this together.

Every customer’s situation is unique, so to provide you with the most accurate and personalized assistance, I’d need to review your account details. This will allow me to see exactly what’s happening and why your billing might appear higher than expected.


Please reach me privately so we can cover the payment and account details further. 


To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it



 

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

2 months ago

0

user_lo0491

3 Messages

3 months ago

Had the same thing happen to me. If I return thier xfi equipment my bill is 30.00 higher! Can't wait for this contract to be up. 

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XfinityJorge

Official Employee

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1.9K Messages

 

user_lo0491 Hello there! Thanks for using our Forums and our team is here happy to work togerther with you to to explore all your options to save money. Have you been fuly utlilizing the xFI complete?

 

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

3 months ago

0

user_gdkrzd

1 Message

2 months ago

Yea this is what they do. Unlimited data for $30 comes with the internet packages if you are using their modem/router. Then they charge you a $15 equipment rental fee. So you go and buy your own modem/router to eliminate that $15 equipment fee and then realize you no longer have unlimited. So then you are forced to pay $30 in unlimited data. They absolutely do penalize you for using your own model/router they just reword how they do. They'll get ya anyway they can

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