Xfinity Pro Wifi Extender Question

I had Xfinity installed yesterday, 1GB plan $50 and also paid $15 to upgrade to pro.

The technician arrived with only the gateway, no pro wifi extender. I contacted customer services once the technician left to explain the situation and they sent me one by fedex overnight.

I received it today, plugged it in and then ran the whole network test - i live in a 4 level townhouse and all devices on the ground and 1st floor are fine, no issues. The 2nd and 3rd floors are having issues (i already anticipated this as my previous internet company Astound had identified this wifi blackspot and i had to use their eeros at an additional cost) - The troubleshooting suggested i request additional wifi extenders via the chat assistant. Once connected t the agent and after explaining the issued I was told that i would have to pay if i wanted additional extenders, this is not what your own website states here;

https://www.xfinity.com/hub/internet/xfinity-pro

What’s Included in Xfinity Pro?

Xfinity Pro comes with everything you need to transform your home internet:

Xfinity Pro WiFi Extender: The best Xfinity WiFi Extender yet, offering enhanced performance and network backup for seamless connectivity.
Up to two additional WiFi Extenders: If the WiFi health check in the Xfinity app identifies a weak signal in your home, if needed, you can get up to two additional WiFi Extenders to help eliminate weak spots.

In fact, this page;

https://www.xfinity.com/hub/internet/home-network-wifi-extenders

goes one step further and states "Xfinity Pro includes the Pro WiFi Extender, capable of supporting up to 300 connected devices. After performing a WiFi health check in the Xfinity app, Xfinity Pro customers may qualify to receive up to two WiFi Extenders from Xfinity at no additional cost.

Xfinity WiFi Extenders work with the Xfinity Gateway to create a mesh network that will help eliminate dead spots and deliver more consistent WiFi coverage. The newest WiFi Extenders are enhanced for better performance with speeds twice as fast as the last generation."

The two additional wifi extenders are hyper-linked to this page https://www.xfinity.com/learn/internet-service/wifi/wifi-extender

WiFi Extender

Starting at dollars119 dollars and 00 cents

Our most powerful WiFi Extender yet. A WiFi Extender works with our Xfinity Gateway to extend your WiFi network, and help eliminate deadspots for more consistent coverage to keep you seamlessly connected throughout your home. Now enhanced for better performance and 2x faster speeds than our last generation.

Get Xfinity Pro and get up to 2 WiFi Extenders included if recommended.

The chat agent Manjeet told me that i would have to buy these (wrong!) and that the only available additional extender i can recieved is another Xfinity Pro one. Now i have seen posts on here saying only one PRO wifi extender can be linked to your account (which if this is true) sending me a second pro wifi extender is going to be fruitless and still not solve this issue.

I need someone to look into this for me because i dont have confidence in the chat agent to resolve it. In addition, the installation fee for this plan was $100 - I am seeing in the upcoming payments section that there are extra charges of $28.96 for Services Added dates Jul 18 - Aug 17. My plan is $50 plus $15 pro plus tax - there are no additional services. The first bill covers the $100 install fee. So i need to know what you are charging me an extra $28.96 in month 2 for.

Responses

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XfinityMatthew

Official Employee

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2K Messages

1 month ago

Hello @user_l9zllx Thanks for reaching out. The two additional extenders it is referring to is based upon the results of the network health test. This takes place over the first 14 days of the internet being installed. If it still detects signal issues or dead zones then you will receive an email to claim additional extenders free of charge. If you try and get one before the health test completes then the system will charge the regular rate of $119.99 for one.

user_l9zllx

Visitor

•

3 Messages

@XfinityMatthew

Ok great! Love that you know this but the representatives don’t. Really not a great first impression for a new customer that your customer service agents have no clue - can you confirm that only one pro WiFi extender works per gateway? I guess when this second one turns up I’ll have to take it to a store or return it since it’ll be of no use.

So I have two weeks of having half the floors in my house having patchy WiFi, knowing this I’d have probably been better off taking a hit upfront and just buying some decent extenders myself and saving the $15 a month / $180 a year ($900 I I decide to stay the full 5 years that the deal was capped at) Pro fee!

Quite frankly, it’s pretty terrible to be honest that when you order a service - pay a $100 install fee for it - that the a technician turns up without the full equipment; is not able to install said “pro” package and do the WiFi check herself to confirm what I already knew from my previous internet provider (that being a multi level townhouse that signal gets weaker on the top floors).

what’s the best way to escalate this? Because right now I’m having serious regret of switching over to save a few dollars for the sake of a pretty abysmal customer service experience.

1 month ago

XfinityKassie

Official Employee

•

2.6K Messages

user_l9zllx Good morning! Thank you for reaching back out this morning. To be honest, it's hard to say what the $28.96 is for; but if I had to guess it could be for expedited shipping. I'd be happy to look closer at your account to be sure. I hear where you are coming from with the frustrations of starting your account, and it's not gone as smooth as we would hope for.

I'd like to clarify a couple of things. Yes, you can purchase the Wi-Fi Extender for $119.00. This is for customers that aren't subscribing to Xfinity Pro that want to extend their network, or passed the whole home assessment but want a more solid connection. Since you are subscribing to Xfinity Pro, you don't have purchase the extenders, but it does take time to get the assessment done. Which with most homes these days, 2 weeks can seem like a long time to push through internet connection lags.

Sometimes with multilevel homes, it's better to put the modem in a more centralized area like maybe the 2nd or 3rd floor; depending on your needs. Let's take a look, and see if that could be an option, and see what the next best step is going to be. With their being an installation charge, I want to be sure we address all your concerns as thoroughly as possible. When you get a moment, please send a Direct Message with your name and service address. I look forward to working with you today!

Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

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1 month ago

user_eb9csl

Visitor

•

1 Message

4 days ago

Go some where else this company is useless for helping customers

Customer Service

user_l9zllx

Xfinity Pro Wifi Extender Question

What’s Included in Xfinity Pro?

WiFi Extender

Starting at dollars119 dollars and 00 cents

XfinityMatthew

user_l9zllx

XfinityKassie

user_eb9csl

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