Xfinity offers the customer an upgrade and sends them the exact same modem

ISPs aren’t exactly consumers’ favorite businesses, and there are a number of reasons why. A now-viral post from TikToker Janice McCoy highlights a series of customer-versus-ISP battles in a video in which she received a modem “upgrade” offer from Xfinity β€” only to get the exact same modem.

In a text overlay to the viral TikTok video, McCoy writes, “A few weeks ago, Xfinity called and said I was eligible for a new modem upgrade. Tell me why they sent me the exact same gateway that we already have. And when I called them to ask if they’re really the same modem, the poor man at the call center said like ma’am, yes, actually, they’re exactly the same. And I was good like ok??? Can I return it then? And he was like uh sure. And I was like, wow, we both look freaking stupid, huh.”

@janicemakesamess I really think they beat me up. This is what I get because I want faster internet. I guess #somebodyoncetoldmetheworldisgonnarollme #iaintthesharpesttoolintheshed #xfinitywifi #whatishappening #tragic #heynowyouranallstar ♬ original sound – There I Ruined It

The creator added in the caption, “I honestly think they (punched) me. That’s what I get if I want faster internet I think.”

With over 270,000 views, the video may have prompted TikTok users to share several of their own complaints about Xfinity.

When an ISP effectively has a monopoly over a given area by being the only major high-speed provider in the region, they usually raise prices well above regions with competing companies, as one user noted in the comments.

“Xfinity shuts down every 10 to 15 minutes at my parents house in FL and doesn’t let other service providers into the area where they live…trash company like that,” they wrote.

Then there are promotional pricing: For some reason, providers like to penalize returning customers by continually increasing the prices of their services, but offer cheaper rates for brand new customers. This forces returning consumers who don’t want to interrupt their internet service to hop to the phone or chat window once a year while remaining on hold for extended periods of time. And all to continue paying the exact same price for the exact same service they’ve experienced before.

However, a viewer who recently signed up with the provider claimed Xfinity was still trying to charge them. β€œI just signed up with xfinity and they offered the modem for free. Tell me why my bill went down $10 when I clicked ‘I have my own’ πŸ˜΅β€πŸ’«,” they said.

Several viewers in the comments claimed that Xfinity’s expensive upgrades with few improvements in the service prompted them to seek out new providers. “We switched from them because they kept telling us we get upgraded to the best plan (for more $) every year,” said one user.

Often ISPs also try to charge customers higher prices for “faster” internet speeds, but there are many who say these “boost” plans end up being a waste of money. In short, many providers charge their customers more for the same service, but they don’t really give you an Internet speed boost that will make a noticeable difference in your gaming, web browsing, or downloading abilities.

Some viewers suggested McCoy buy his own router and modem to save money. “We’ll never get rid of the internet. Buy your own router and modem, dude. Save the money, get the best product you can,” argued one user.

Likewise, many experts claim that owning your own modem and router is more cost-effective in the long run. They also note that the quality of routers that ISPs offer their customers is not always the best; You probably won’t get the best bang for your buck when it comes to speeds and WiFi range, not to mention instances of weird timeouts that appear for no apparent reason.

Comcast, which owns Xfinity, has been found guilty in the past of lying to its customers about the true cost of its service plans. Ars Technica reported in 2020 that the company “agreed to issue refunds to 15,600 customers and forgive the debt of another 16,000 people to address allegations that the cable company lied to customers to hide the true cost of the service.” The report notes that Comcast had to pay $1.3 million in refunds.

The Verge also reported that Comcast earned the infamy of being named in both 2010 and 2014 consumeris “the worst company in America”. Which is quite an achievement considering that I, Frankenstein came out in one of those years; The production company that put this together must have been in talks for this dubious honor.

The Daily Dot emailed Xfinity for comment.

*Initial publication: May 11, 2022 6:59 pm CDT

Jack Alban

Jack Alban is a freelance journalist for the Daily Dot, covering trending human interest/social media stories and real people’s reactions to them. He always strives to incorporate evidence-based studies, current events, and pertinent facts to these stories to create your not-so-average viral post.

Jack Alban

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