Visitor
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3 Messages
Complaint about online customer service
Hello,
I am one of the first users in my area with X fi internet and I was given a modem and a separate router (which I have to have plugged in so that I receive unlimited internet although I don't use it). I have been eagerly awaiting the availability of the XB10 router so that I could consolidate my equipment and I recently reached out to a customer service agent to see if any of my local stores have it in stock. The agent said a local store had it in stock and so I went there with my old equipment, however, the store said that they did not have it yet and that the customer service agents have no way to access the local store inventory, so clearly the customer service agent either did not understand my request or did not do inventory verification before sending me to the store.
I have consistently had negative experiences with the online customer service agents either giving me wrong information, intentionally misleading me when asked direct questions about promos and pricing, or just not understanding what it is I am asking for. Given that I had to waste my time going to the store today (not the first time for that either...), I feel that a complaint is warranted and I would like an email or phone number to do so.
NoNoBadPuppy
Problem Solver
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556 Messages
5 hours ago
The XB10 is still undergoing testing and certification, and *IS NOT* available except in a very few markets. You *WILL NOT* be able to order or receive an xb10 for the foreseeable future. Your area would also have to have been upgraded to the midlevel split architecture, which is a requirement for the xb10. In addition, the initial roll out of xb10 will be for new subscribers until the supply of xb10 modems becomes sufficient to start replacing older modems. If you call support, they may 'tell' you that you can order it, and they may even be able to order it on their end, but if you are not in one of them on their end, but the system will determine that you are ineligible for the xb10, and will ship you an xb8.
Long story short...it is going to be at least a year before you can even think of requesting one, and that is a generous estimate.
*NO NOT* buy any "xb10' you see advertised on ebay, temu, etc. They are fakes and will not work.
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user_fd79br
Visitor
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1 Message
5 hours ago
They lied to me to. I had 1 Gb Internet but my discount was expiring so the price was about to double. I called to get another discount and the sales rep said that I could keep my existing plan with the same discount. She sent me an agreement through the app on my phone. It was for a 5 year plan. I told her that I was willing to commit to one year but not five. She said there is no commitment, no contract, no obligation on my part. I can cancel anytime, but the only discounts now are for 5 year price plans. I will be guaranteed the discount for 5 years instead of one. I read through the agreement on my phone even though she kept interrupting and asking if I was ready to agree. I couldn't find anything that said I could cancel. I also did not find anything that said that I could cancel or that gave a penalty for cancelling early. Finally I agreed to the plan. Now my plan has a different name and is only 600Mb. It is not the same plan. I'm paying the same for 1/2 the speed. I say 1/2 because I actually got 1.2Gb with the old plan. Now it is limited to 600Mb. If they want to double the price, they should just do it and not lie to me. I may be stupid enough to get cheated, but I am not so stupid that I can't tell the difference in 1.2Gb and 600Mb. I admit that I could never use that bandwidth except during a speed test, so cutting my bandwidth in half doesn't do anything for me or Comcast except make me hate them for telling lies.
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