1 Message
After Xfinity work in our area the Modem Router was fried
The day before yesterday morning, the internet went out. We were advised there was an outage in our area and there was a technician working on it. Several hours later I received a message that the work was completed and the internet service was working. My 1 year old Arris SB8200 was showing all lights on and not receiving signals. After several tries to get it going, Xfinity sent a technician yesterday. He said he was getting good readings and he confirmed the modem was not working. Apparently the Arris was fried when the internet service was restored. It was plugged into to a surge protector, so it wasn't from the electrical outlet. It had to be from the cable. Since Xfinity apparently fried the modem, will Comcast replace the 1 year old modem?
XfinityRoberto
Official Employee
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1.8K Messages
1 year ago
Hello and welcome to Comcast @user_6qzisp. I am sorry to hear that your modem stopped working. You are in the right place and we are happy to address your concerns. Now Comcast does not replace customer owned modems. Now if it was a rental modem, it can easily be swapped out for a new one.
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user_uwcbxr
1 Message
11 months ago
Did you ever have a resolution on this. I had the EXACT same scenario happen to me. Even have the same modem as you. Where i'm at right now is the xfinity tech came and gave me the xfinity gateway modem router which seems to be working fine..... But of course I am not happy with paying to rent their modem. I have a brand new Arris modem on the way and i want to see if it acts differently than the one that was "fried." Looking back on the whole situation I suspect that the modem might just need to be reprovisioned and this was somewhat of an elaborate way to get their rental equipment into more homes.
(edited)
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