Email for Free XFi Pod

Hello and Happy Wednesday! I hope you’re having a great week so far! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs!

Going forward, I'm truly sorry to hear about the run around you're experiencing in regard to the free set of xFi Pods you were offered via email. I definitely want to take a closer look at the situation and see what options we have to help turn this all around!

To get the ball rolling on this process, please send us a private message by clicking my name "ComcastJosephW" then select "Send a Message" on the right side with your name and service address to get started. Thanks again for both your time and patience!

Yeah.....glad I'm not the only one who got the same email message and same response...free xFi pod......then sorry....you have to buy it.

I got the same message. Can someone in customer service please contact me or update the thread so those who view this will have some understanding instead of all these private message from xfinity customer service?

Hello, @sage598. We run a 14-day WiFi assessment when you get xFi Complete. We send out an email to let you know the test is running and again when it is completed. When it is completed the results will show an xFi Pod is recommended and how to redeem that at no cost or we did not find issues meaning an xFi Pod is not needed and the link if you would like to purchase one anyway. We are happy to check on your testing and the results as well as help if you are experiencing any connectivity issues.

Can you please send me a Private Message including your first and last name as it appears on the account? To send me a Private Message, please click my name “ComcastRayana” and click “Send a message."

Good morning @alexv72! We are happy to look into your xFi Complete WiFi assessment results. Can you please send me a Private Message including your first and last name as it appears on the account? To send me a Private Message, please click my name “ComcastAlyssa” and click “Send a message."

Joseph, i just got the same email and when I signed it it also comes up ineligible. Support pointed me to this forum and I cannot send you a DM here.

Update: The community forum representatives can't help you. You need to call the comcast number and go through prompts to internet technical support and keep saying that until you get a person. I called yesterday and they said I will have the xFi pod in two weeks.

Sage598.....thanks for the info....pretty sad we have to jump though all the hoops due to their incompetence.....I guess I'll call them next week. 

I just spent yet more time (about an hour) today alone on phone and chat with more reps.  The call service rep said that it's only for those with "Complete" which now won't be rolled out until "sometime 2022".  I feel like based upon the other person above getting theirs in "2 weeks" that there is some disconnect or some kind of backpedaling. My email sent on Friday 2/19th afternoon didn't mention ANYTHING about an upgrade or change to "complete". It said 'we evaluted your use and you are eligible' with a link to "redeem your pods" - after signing in, it says I'm not eligible. The rep went onto say that the email/info they have they got just "last night" (2/22) mentions this "update".  

This is a HUGE mis-step for xfinity and those who got the email should automatically be sent Xfi Pods.

I've been extremely frustrated with a similar situation since I signed up for xFi Complete about a month ago. I live in a 100 year old house with plaster walls, and get very poor reception anywhere aside from the main floor of the house. I received my "evaluation" that simply told me that my coverage was "looking great!", which it isn't. I have no idea how they tested this, because I have to run a powerline adapter upstairs just to get a reliable connection as it's so slow on wifi (1/4 of my rated speed, with high ping and lag spikes in games). I called and spoke to support and they also told me that since I received an email saying everything "looked fine", that I'd have to pay for the pod rather than get a free one. What am I supposed to do now? Their test is obviously flawed, and I was under the impression I was supposed to receive a free pod with this package that I purchased, but it seems to be a bait & switch so far based on an inaccurate "test". Can anyone from customer service please contact me to see how I can get the pod that I believe I should be eligible for?

Im still waiting for my order, what going on?

Kind Regards,

Jim [Edited: "Personal Information"]