Visitor
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1 Message
Xi6-T bait and switch
I am writing on here to express my disappointment with xfinity. I pay over 300.00 dollars a month for service. So when i recieved an offer to upgrade my cable box for no additional cost, i agreed. I agreed only hecause i was able to replace/upgrade my modem/router with new gateway 6 mos ago and everything went smooth. No gimmick, no scam, just legit upgrade at no cost. I thought, maybe comcast just wants to keep customer equip up to date so it foesnt have to deal with complaints about equip not working properly, etc. Well, that went out the door this time. Basically, i recieved new equip same as last time, install was easy, again, i thought, great comcast is doing something legit for their customers, just needed to return old cable box so i wouldnt get charged for it. No problem! I got it all together, box, cable, power cord and iff i went. Get to store, tell cs dude im returning box due to successful upgrade which he then proceeds to tell me some [Edited: "Inappropriate Language"] about having a satellite box on my account (which i didnt) and then says i needed some other piece if equipment in order for Xi6-T to work. So when i told him it was already working , he gave some [Edited: "Inappropriate Language"] excuse that it wouldnt work after new pay cycle and i would have extra charge for needing additional unit . [Edited: "Inappropriate Language"] I returned Xi6-T to store and will never do free upgrade again. Total bait and switch el classico! Nice one xfinity, woohoo!
XfinityJustinM
Official Employee
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859 Messages
23 hours ago
Greetings @user_b912o8,
Thanks for taking the time to detail your experience, it sounds like quite the rollercoaster. As you mentioned we are always looking to have our customers with the latest and greatest devices. The Xi6 is a fantastic device, and quite convenient might I add. With that being said, our wired equipment works at the same level. Just with more cords of course, haha.
Let me fill you in on what may have occurred! The Xi6 can only be used as the primary box in ALL Internet Protocol (ALL IP) areas, we actually don't want customers using wired boxes in many of these areas because there are some technical differences. Customers not in All IP areas will need to have at least one wired primary box. My assumption is that you are not in an ALL IP area, and your Xi6 was acting as a secondary box until you returned it. Our system will quite literally prevent the Xi6 from being the primary box in an area that is not ALL IP. Now this is all an assumption, but I would be more than happy to confirm. Just send our team a direct message with your full name and service address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
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