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user_zq45pz
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Thursday, July 17th, 2025

Equipment upgrade issue

Got an email for a required equipment update. clicked the link, etc, got to the review the update details, clicked the acknowledge returning the old equipment and submitted the order.  It comes back with "Something went wrong, reload the page and try again".  Tried again multiple times on two different devices.  What's going on and how can I upgrade?

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10 days ago

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EG

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112.1K Messages

13 days ago

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

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XfinitySara

Official Employee

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1.9K Messages

13 days ago

Hey there, @user_zq45pz! Thanks for creating a post regarding that equipment upgrade communication you received. I'm sorry to hear about the trouble you've had, and I'd love to see what our team can do to help! Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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user_z7mky4

Visitor

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1 Message

10 days ago

I am having the exact same problem, too!

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XfinityThomasD

Official Employee

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1.4K Messages

 

user_z7mky4 Sorry to hear that you're having trouble with your equipment, and would be happy to help. Please use the steps above to send our team a DM.

 

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