Sunday, May 5th, 2024 10:17 PM

Tech support

Have a technician coming out here tomorrow to see why our ps5 is the only device in our household that constantly disconnects from our modem whether it’s LAN or WiFi. The Xfinity agent I spoke on the phone with, She said since it’s a fault on their end, I wouldn’t receive a charge for the visit and she even said the tech would upgrade our modem to a better faster one no charge. Is this legit or should I expect a surprise on my next bill, and do they charge for both the tech visit plus modem installation separately or is it included as part of the tech visit charge 

Official Employee


804 Messages

2 months ago

Hello user_8zkbxa if you were promised no vist fee, we'll do everything to ensure that promise is kept. If the modem does need to swapped out, there is no separate charge for the visit and the new modem install, that's all covered under the standard service visit fee(when applicable) 


You can reach us 1-1 using the instructions below, and we'll take care of everything. 


Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address. 




2 Messages

I went down to the Xfinity and they gave me a new modem and they told me to call a specific number 

Official Employee


1K Messages

Thanks for taking the time to reach out.

This link provides step-by-step instructions and even videos to walk you through installing and activating the new modem https://www.xfinity.com/support/articles/how-to-install-your-self-install-kit-devices.


If you have any questions please let us know, and we'd be happy to help. 

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104.6K Messages

2 months ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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