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user_lpmtla
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Saturday, July 27th, 2024 8:38 AM

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Exchange faulty equipment

Does Xfinity charge you to exchange a modem in store that you have had for a while that no longer works.

Question

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Updated 

8 months ago

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XfinityRaul

Official Employee

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1.9K Messages

9 months ago

@user_lpmtla Hello there, I appreciate you reaching out to us via Forums for assistance with your modem. No, there is no additional charge for swapping out any type of equipment at any Xfinity store.

 

I would be more than happy to help troubleshoot your modem/internet service issues. Hopefully, we can get your modem to work before you make the trip. How does that sound?

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user_vn4pyj

1 Message

8 months ago

Yes - would very much like to avoid trip to store if possible. How can I arrange for remote diagnostics for my Internet periodically losing connection throughout the day? I work from home so definitely a problem.

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XfinityBillie

Official Employee

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3.3K Messages

@user_vn4pyj We can absolutely assist you further in troubleshooting! Can you tell us what you've already attempted for troubleshooting? For example, checking that the coaxial line is secure, any unnecessary splitters have been removed from the line, troubleshooting within the Xfinity app. Is it happening every day that you lose your connection? Is it happening at specific times or randomly? The more information you can provide the better we will be able to help you troubleshoot.

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8 months ago

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