Lisa,
I feel your pain. I just upgraded from tv/internet to include voice. The technician mentioned I could now use a wireless box, which would allow me to move it to different rooms, as well as pair with Bluetooth headphones. He said I could go to my local store and swap boxes.
So I head to my local store to swap boxes and am rudely told they don’t have those boxes. I told her the technician said I could come down and swap, to which she responded they don’t know what they are talking about. I ask if she can order the box for me and she says she cannot, I will need to call myself. Seems odd that she doesn’t have the same capability as the call center, but whatever. She then adds that they will probably charge me $15 to ship to me. A bit annoying that I would need to pay for an item they choose not to stock, but not the end of the world.
When I get home, I log in to a chat session with a rep and he eventually tells me the xi5 is available in my area. I ask him to ship me two, since I figure I can use one for portability and the other for bt connection in my bedroom, and if I am paying $15 to ship one, might as well get a second for a little bit extra in shipping. That’s when he advises that there will be a $60 fee. I ask why so much to ship two small boxes and he tells me it must be professionally installed. Huh? Plug it into an outlet and connect to WiFi requires an expert? Yep, apparently so.
i ask if he can waive the setup fee as I have been a Comcast customer for 30 years and he says nope, that’s what it costs. Sadly, that ended out chat session...