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madbrain76
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Wednesday, April 24th, 2024 12:04 AM

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Dead modem, but support thinks it's online

So, my Comcast XB8 suddenly died. It won't even power up. I called Comcast customer service. The automated IVR system claims my modem is online, which is clearly false. And it offers to send a signal to it to restart it. If I decline, I just get hung upon and have to start over. There is no possibility to bypass this step and talk to a human being to get new equipment. This is beyond awful.

Question

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Updated 

1 year ago

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EG

Expert

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110K Messages

1 year ago

Concern moved here to the Customer Service help section for assistance.

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XfinityShawn

Official Employee

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1.4K Messages

1 year ago

 

madbrain76 Our team can definitely help you with your modem issues today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

 

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madbrain76

Contributor

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99 Messages

Thanks. I wasted the 10 minutes to "send the signal" and finally got to talk to an agent. Now I get to drive in rush hour traffic to make it before the store closes at 7pm to pick up the replacement. Nearest store did not have an XB8 in stock so I have to drive farther.

1 year ago

0

XfinityShawn

Official Employee

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1.4K Messages

 

madbrain76 We definitely will use your feedback as an opportunity to learn from. There is no shortcut to get to a representative. If you should experience issues activating your new modem, just let us know and we can help. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

XfinityShawn

Official Employee

 • 

1.4K Messages

1 year ago

 

madbrain76 I am glad you were able to reach a representative as going to your local store will be the quickest way of getting a new modem. I know this isn't the situation you want to be in, but getting a new modem will get your service restored. Let us know if you need any additional assistance. 

 

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madbrain76

Contributor

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99 Messages

@XfinityShawn​ Thanks. I just got the new mode. Have not activated it yet. I really wish the automated system did not lie, and allowed getting transferred to a human being during a service outage, such as the one I experienced with faulty equipment. There have been many others. I have to go outside to make the call to Comcast support since there is no cell signal indoors.  And I have to stay outside to wait for the callback. Most of the outages have happened at night, and this is not practical. Is there a secret handshake to get through to a human without the 10-minute rigmarole of sending a signal to the modem ?

1 year ago

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madbrain76

Contributor

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99 Messages

@XfinityShawn ,

Is there any way to activate the XB8 without using the Xfinity mobile app ?

Currently, out of the store, the gateway has all Wifi settings available (such as different bands, frequencies, etc).

I know that using the app will castrate the admin UI and grey out those options.

Since I don't want that to happen, I have not used the app and therefore have not activated my service.

Can you please assist ?

Thanks.

1 year ago

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