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user_d311d7
1st Topic

4 Messages

Wednesday, October 11th, 2023 4:05 PM

Closed

Storm ready wifi

I have been unable to activate my storm ready WiFi. My first device would not work. After 3-4 hours of support, and escalation to a higher department, I was told to return the device and get a new one. I waited an hour at a store and did this. Next, I was unable to remove the previous device. Again, 3-4 hours dealing with support and 2 home technician visits and no one was able to fix the problem. The old device still shows on my account and will not go away. I was told to again return the device to a store today, which I did. All of this time and effort, and it never worked. 

It seems to me that Xfinity released this device too early without proper testing and support. I am both disappointed and frustrated with this problem. Next, I will have to spend time with support to get the charges removed as I am still being charged another $250+ for the device that I retuned. I am giving up on having this device. 

Question

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Updated 

1 year ago

213

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XfinityDena

Official Employee

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3.2K Messages

2 years ago

 Thank you for reaching out @user_d311d7 To confirm you returned the first one you received and then again today the replacement? The store would have processed a return of the device. Did they provide you with a receipt? 

4

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user_d311d7

4 Messages

I did not receive a receipt. 

2 years ago

0

XfinityShawn

Official Employee

 • 

1.4K Messages

@user_d311d7 Our team can further look into this on our end. 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 live chat. 
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 years ago

0

user_d311d7

4 Messages

I have chatted and talked to support more times than I can even count. Not a single person, including senior support, has been able to help. Currently, the first storm ready WiFi still shows on my Xfinity app, despite being deleted and not showing on your end. The reason I initiated this forum was to alert you to a bug or flaw in your system. Perhaps you should escalate this so that it can be resolved. My contacting support again (I’ve done that over 50 times) is an exercise in futility at this point. 

2 years ago

0

XfinityRoberto

Official Employee

 • 

1.7K Messages

We really appreciate the feedback. I am sorry to hear that this issue has not been taken care of. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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 years ago

0

user_z633f4

2 Messages

1 year ago

Wow!!! I’m having the same exact issue. I am unable to activate the device 

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