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ElectricDaisyChain
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Monday, June 1st, 2026 10:39 PM

Comcast NOW modem Ethernet ports fried by lightning – still no replacement after almost a month

About 4 weeks ago, a lightning storm fried the Ethernet ports on my Comcast NOW gateway. WiFi still works, but Ethernet is dead.

I contacted support and they created a ticket to send a replacement. A week later I hadn't received a shipping email, so I followed up. They told me modems were out of stock, which seems unlikely since if I was a new customers, I'd probably get the modem in 2-3 days.

It's now been almost a month with no replacement. I understand NOW is a budget tier with limited support, but I need to get this resolved.

Can an official employee please help me escalate this or get a replacement shipped? Thank you.

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1 hour ago

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XfinitySeth

Official Employee

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1.2K Messages

3 hours ago

Howdy ElectricDaisyChain 🙌I appreciate you stopping by our community for support with your NOW prepaid internet services, and rest assured we'll do everything we can for you as I know how crucial it can be being without internet for so long! While you are correct in that our specific support through this channel is limited for our prepaid services, including sending equipment or service changes, there are still some things we can try to ensure you have the equipment you need to get online again 👍

To start, have you attempted to prompt an equipment replacement via troubleshooting by logging in at xfinity.com/now?

 

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ElectricDaisyChain

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4 Messages

@XfinitySeth​ Yes, I've tried playing around with the options but can't get it to send me a replacement. It thinks everything is fine since it sees the wireless devices are connected. Is there anything you can do on your end or what other options do I have? Thanks.

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3 hours ago

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XfinitySeth

Official Employee

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1.2K Messages

Okay gotcha. Just to be clear, everything is fine as far as the wireless connections go? Only your hardwired connection isn't working as a result of the fried ports?

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3 hours ago

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ElectricDaisyChain

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4 Messages

Correct. I have an IT background so I've done my due diligence in troubleshooting and I'm like 99% certain the ethernet ports got fried during the lightning storm. 

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3 hours ago

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XfinityCliff

Official Employee

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276 Messages

Ok @ElectricDaisyChain, we definitely want to help you toward a resolution on this.  It sounds as if you've gone through all the necessary steps and we can absolutely understand the frustration of not being able to connect using Ethernet when you need to! 

 

Please send us a Direct Message* including your full name and service address.  Once we have your account verified we can dig into this further for you.  

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.
I am an Official Xfinity Employee.
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2 hours ago

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ElectricDaisyChain

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4 Messages

I sent a DM to Xfinity Support. Thanks.

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2 hours ago

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XfinitySeth

Official Employee

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1.2K Messages

1 hour ago

Hey there ElectricDaisyChain. I just wanted to swing by to thank you one more time for your patience in working with us while we helped to find a resolution path for your NOW prepaid internet modem replacement. Unfortunately, with our limited prepaid sevrice resources, we weren't able to get that replacement in, but place reach out again to our NOW support team through xfinity.com/xfinityassistant/.

Our Xfinity agents in-store may also be able to help, but please don't hesitate to create a new post in the future if you have more questions. Have a great rest of your week and take care 👋

 

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