Regular Visitor
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9 Messages
Exchange modem
I recently obtained a new modem. Ever since then, my cable boxes have had problems connecting. I have checked all of the coax connections and they are solid. I have rebooted the modem. Still, I get an error message from the box saying it can't access the internet. However, I can access the internet via wi-fi on my phone and laptop. So I know my internet connection is fine. Since I only started having these problems after getting the new modem, I'd like to exchange it for another one. Can I do that at my local Xfinity store? I can't find a phone number for it on your site and I don't want to just show up and be told they can't help me. Thanks.
Ken
Accepted Solution
CCAshley1
Official Employee
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746 Messages
3 years ago
Hi, thank you for reaching out to Xfinity Forums. Sorry to hear about your Tv connection concern. Seeing you did the process of elimination with your equipment you should try swapping modems. You can swap modems at your local Xfinity store with no problems.
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NoNoBadPuppy
Problem Solver
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568 Messages
3 years ago
Did you activate the new modem? It has to be activated and assigned to your account.
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EG
Expert
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110.5K Messages
3 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.
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user_9e35c2
Visitor
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1 Message
3 years ago
If the modem is plugged into a surge protector it could be plugged into a hole that doesn’t work unless another device that is plugged into the same line (such as a TV) is on. This happened to me because the tech plugged it into the wrong hole. They then charged me to come fix a problem the 1st tech did. I felt this was an unreasonable charge and they reduced the amount but did not remove it. What I learned was this is something you need to check before calling for tech visit. The tech told me there would be no charge but there was. They believed the charge was legitimate although I disagreed. Get any charges in writing before the tech leaves.
Hope this helps you or other subscribers
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CCKimberly1
Official Employee
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842 Messages
3 years ago
I will be happy to reach back out, here, to see if swapping out that modem resolves the issues. When do you believe you may beable to get into the local Xfinity office?
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