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Valued Contributor

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234 Messages

Wed, Feb 17, 2021 3:00 PM

Email for Free XFi Pod

Xfinity sent me an email saying that since I subscribe to XFi Complete Wifi service, they have completed a "review"of my sytstem, that I am eligible for a free XFi Pod at no extra cost, click on the link.  Then on the Comcast website it says that I am NOT eligible for the free Pod. Which is it? Is the email a scam from Comcast trying to to get me to buy the Pod?

 

Responses

Official Employee

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255 Messages

3 m ago

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!

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

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3 Messages

3 m ago

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.

Regular Visitor

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2 Messages

3 m ago

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?

 

Official Employee

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182 Messages

3 m ago

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."

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Official Employee

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159 Messages

3 m ago

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."

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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3 Messages

3 m ago

From the sounds of it the test results indicating that you are eligible for a free pod vs. their system indicating you are not eligible for a free pod when you click on it is either their 2 systems are not talking to each other or Comcast hoping some will just buy them and they make money from the sale of the pod....mine still comes up as not eligible after repeated attempts. Now I know why most people in my neighborhood change to a different company for internet using fiber....500 download and 500 upload.

Regular Visitor

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2 Messages

3 m ago

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.

Regular Visitor

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2 Messages

3 m ago

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.

Regular Visitor

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3 Messages

3 m ago

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. 

Regular Visitor

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2 Messages

3 m ago

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.

Visitor

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1 Message

20 d ago

At least you got an email... lol. I have had fiber for 2 weeks. Unless I am literally within 5ft of the Xfi, I get maybe 75 mbps down.. Got my email that the eval was complete and I have awesome speeds! Every time I have tried to contact support, I give up on hold after 45 minutes or get the message that wait times are too long and I can't use chat. 

Official Employee

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77 Messages

Hi @user_05ac08 I hate to hear about the issues you've been experiencing with your internet speeds. As someone that relies on internet in my home constantly, I know how crucial it is to get the speeds you're paying for and rely on, but I'd be happy to take a look into this. Please send us a Live Chat with your first and last name as well as your service address so we can assist. 
 
To send a Live Chat, click the Peer to Peer chat icon at the top right of the page and enter Xfinity Support in the "To" section of the chat.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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