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madbrain76
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99 Messages

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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XfinityShawn

Official Employee

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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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