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Although I have had my fair share of bad experiences with Comcast reps over the years, I am really aggravated by the latest.
I get emails AND a snail mail letter stating that my voice modem is end of life, we'll replace it for free, go to a certain website. Great, I think.
I go to the website, log in, etc.... and it tells me it's shipping it to my service address. Which no one lives at full time. Okay, I try to chat with a rep to have it sent to my billing address. (Side note: the billing address has been the same billing address since I have opened this account.) Rep says, that will cost you for us to send it. (All the docs/emails I have say it'll be shipped for free.)
I call the 1-800 number, the rep I speak to -- although very nice -- can't help and transfers me somewhere else, where that rep says it cannot be done, I either have to pay for it, or I can wait three days, call back, ask for the shipping department and have them change the shipping address then. WHAT?? But make sure I get this new gateway before the old gateway stops functioning.
Fine. I go the X-finity retail store. I make an appointment and walk in. The RUDEST rep I have every dealt with tells me that nope, they can't give me a new gateway without my bringing my current gateway in first, they will charge me from the time I have it and they WILL NOT credit my account, even if I call to complain.
I walked out.
The service address for the account I am dealing with does not have a convenient X-finity store -- especially with the upcoming holiday weekend.
I tried reaching out to the Comcast Cares team without a response.
I know there's no shortage of horrible Comcast stories, but my experience has strengthened my resolve to find an alternative means as soon as I am able.
I've asked a Comcast employee to help you. You should expect a reply in this thread.
Me118, sorry to hear about your experience. Let's upgrade your modem. Please send me a private message with your full name, address, and phone number tied to your residential services for help.