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Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Hello user_jo7qvz thanks so much for reaching out here on our Forums with these modem upgrade questions! Are you currently using Xfinity-leased equipment for your internet services? We do process these upgrades, not through a third-party vendor. 

We'd be happy to assist with upgrading that equipment 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.

Click Here For an example of how to send us a Direct Message.