Visitor
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2 Messages
ARRIS TG862G is no longer supported but have no option to upgrade
When we upgraded to 600mb/s we were never given a new modem. Even going to http://www.xfinity.com/equipmentupdate it says "You have the latest equipment." But when you go to "mydeviceinfo.xfinity.com" to look at other options it says the TG862G isn't even supported anymore. It is very dishonest to sign people up for a service and charge them for equipment that is not properly supported or compatible. It has been very frustrating trying to find out how to get this replaced.
EG
Expert
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110K Messages
3 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.
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CCTimothyA
Problem Solver
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785 Messages
3 years ago
@user_50d3e9 Thank you for reaching out and bring this to our attention. I can understand the frustration of having a modem that is not compatible with the speeds that you are paying for. We do have several options to help replace the modem. You can take the current modem to a Comcast Service center and swap it out for a new modem at no charge to you. You can also have one shipped out to you. How would you like to get the modem?
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