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XFi pods Unable to Remove from Account

New Poster

XFi pods Unable to Remove from Account

Hello,

 

I had Gigabit internet and downgraded and purchased a netgear router/modem for my new service. I did not remove the XFi pods before doing this, and have since then edited my XFi App which I cannot utilize since my new modem can not be setup with it. I no longer need the pods and want to give them to my father but when at his house, it says that the XFi pods are still linked to my account. 

 

I have chatted with an online agent - Bottomline for that was there was no apparent XFi pod located on my account. I was then directed to call the support line. After roughly 30-40 minutes of trying to get that resolved - I was given a number to the XFi pod team. The gentleman who answered  the phone said he only sets up orders for the XFi pods and then gave me a bogus number to the people who can assist me.

 

Needless to say I still have 3 XFi pods I am trying to unlink from a Gateway that I no longer have and have spent more time on this than I would care to. Please if anyone can help by removing the XFi Pods from my account then I would be grateful.

 

 

(Edited to remove SNs for privacy.) 

Official Employee

Re: XFi pods Unable to Remove from Account

Ridethewings1 -- Thanks for reaching out.  I apologize for the frustration.  I took a look at your account & still see the Pods linked.  I've escalated to engineering for further troubleshooting & will provide you an update when available!

 

Thanks!

Rachel


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Official Employee

Re: XFi pods Unable to Remove from Account

Ridethewings1 -- We made a change on our end.  Can you have your dad try and onboard the Pods now?

Thanks!

Rachel


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Regular Visitor

Re: XFi pods Unable to Remove from Account

Can you help me with the same issue? I have 3 pods I need to have removed from my account as well

Official Employee

Re: XFi pods Unable to Remove from Account

HI @techtrader, I can help get this taken care of, can you please send me a private message with your service address so that I can confirm the account?

And then I will let you know once they have been removed. Thanks!

 

 

 


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New Poster

Re: XFi pods Unable to Remove from Account

I require assistance with this as well. I had my XB6 replaced today and did not remove the pods from the previous gateway. Now I can’t register them with my new one and I do not see them listed within the XFi app.
Regular Visitor

Re: XFi pods Unable to Remove from Account

Thank you problem resolved... Only complaint is it has taken me 6 days to get accomplished and I have been passed around to many advisors who either say it cant be done or pass me on to the next person that cant get it done. 

Official Employee

Re: XFi pods Unable to Remove from Account

viper81481 -- Thanks so much for reaching out.  I need some more information from you. I have sent you a private message. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page. Thanks! Rachel 


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Regular Visitor

Re: XFi pods Unable to Remove from Account

there is no private message..

Silver Problem Solver

Re: XFi pods Unable to Remove from Account


@techtrader wrote:

there is no private message..


Does this help?

https://forums.xfinity.com/t5/notificationfeed/page

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I am just a customer, volunteering my time to help other customers here in the Forums.
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New Poster

Re: XFi pods Unable to Remove from Account

XFi pods don’t appear in my xFi app but can’t activate at my son’s house since I no longer need them.
Official Employee

Re: XFi pods Unable to Remove from Account

gailscot - Happy to help!  I need some more information from you. I have sent you a private message. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page. Thanks!  Rachel

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