Visitor
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2 Messages
xFi Pod Evaluation
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?
XfinityStephanieK
Official Employee
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354 Messages
3 m ago
Hello, @TheThirdeYe. Thank you for reaching out about our whole home evaluation for our xFi services. If the initial evaluation does not determine a pod is recommended, the system will perform an additional test after 6 months to re-evaluate the connection. The pods are available for free if the evaluation determines the account qualifies; otherwise, they may be purchased online.
Six-Month Check-up
If you are not recommended for an xFi Pod, you’ll receive another evaluation in six months. Depending on the results of the second evaluation, you’ll receive one of two emails indicating:
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