Visitor
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2 Messages
Can't update equipment
I have recently got both an email and text message asking me to update my equipment so that I can utilize my new speeds.
After some time I received a Gateway that looked very similar to the old one but had a different CM number.
Installed it anyway just incase there was something inside different.
A month later I am still receiving messages and emails stating that I need to upgrade my equipment.
On the billing page it also says the same thing.
It even shows the new serial number.
I may have received the wrong Gateway. I don't know.
If I attempt to upgrade through the XFINITY | Devices page I get a "Something Went Wrong" message.
I should note.
My plan shows me with xFI Complete but I do not have any white colored router/gateway that looks like what is shown in pictures across the comcast website.
Something is missing here.
EG
Expert
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110K Messages
2 years ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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CCKorie
Problem Solver
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1.1K Messages
2 years ago
Please feel free to send us a DM with your name and address, and we would be happy to look into this for you.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the “chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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