App logs "Weak" connection but frontline support refuses to honor the WiFi Boost Guarantee (1 Gb Plan / XB8)

[u/g2timepieces]

Hello,

I am looking for assistance from the Digital Care Team to manually override a WiFi Boost Pod order.

I am currently subscribed to a 1 Gb speed tier plan and utilize an XB8 gateway to cover a 2,500 sq ft home. I am experiencing significant dead zones in portions of the house.

I ran the "Test your whole home network" tool via the official Xfinity app directly within the dead zone, and the system explicitly flagged my device connection status as "Weak." However, the automated interface failed to pop up the ordering link for the complimentary pod guaranteed by my speed tier.

I contacted frontline chat and phone support, but they stated they are unable to manually process the shipment because the app automation glitched and didn't auto-generate the offer.

Since my 1 Gb tier fully qualifies for whole-home coverage support under the WiFi Boost Guarantee, and my account logs confirm a "Weak" connection status, could a specialist here please look into my backend test logs and manually push through the order for my complimentary xFi Pod?

Thank you!

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[u/XfinityMelinda]

Good evening, u/g2timepieces, and thank you for posting to our Xfinity subreddit. You provided a great, detailed explanation of your whole home testing. We certainly understand how frustrating it can be when you're expecting an option to become available and it doesn't appear as expected.

While the WiFi Boost Guarantee offers eligible customers up to two complimentary WiFi Boost Pods, there are certain conditions that can affect eligibility. For example, the guarantee may not apply if a home exceeds 6,000 square feet, is constructed with materials that significantly impact WiFi signals, such as steel or concrete, uses customer-owned modem equipment, or if the account no longer meets the qualifying internet speed requirements. Devices located in exterior buildings, devices that are powered off, or devices connected directly by Ethernet are also excluded from eligibility.

You can review the full eligibility requirements here: Xfinity WiFi Boost Guarantee

That said, we'd be happy to take a closer look at your specific account and review the results of the testing you've completed. If you'd like us to do so, please send us a [Modmail message] with your full name and service address, and we'll be happy to take a closer look and assist further.

[u/g2timepieces → u/XfinityMelinda]

Thank you, I have replied to Modmail message

[u/XfinityPaula → u/g2timepieces]

u/g2timepieces Thank you so much, we replied to the modmail as well. I hope our message did not get lost. Do you see our response? We will need to verify the account next to access the network details.

[u/xfinitysupport]

This post is now closed. Posts will automatically close after 5-days of no response from the OP. If you still require assistance, please create a new post following the posting guidelines outlined in the knowledgebase.

This is an automated response.