Visitor
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4 Messages
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.
XfinitySeth
Official Employee
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1.2K Messages
6 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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XfinitySeth
Official Employee
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1.2K Messages
4 hours 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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