KenR-MA's profile

Regular Visitor

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9 Messages

Tuesday, September 20th, 2022 1:21 PM

Closed

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

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. 

Regular Visitor

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9 Messages

@XfinityAshley​ Okay, I'll take it to my local store and see if a new modem fixes the issue.

Official Employee

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842 Messages

Great! I will follow up with you that afternoon to make sure all is working well/better for you! 

I no longer work for Comcast.

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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Problem Solver

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549 Messages

3 years ago

Did you activate the new modem?  It has to be activated and assigned to your account.

Regular Visitor

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9 Messages

@NoNoBadPuppy​ Yes, it was activated.

Expert

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110.1K 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.

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

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? 

Regular Visitor

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9 Messages

@XfinityKimberlyB​ Certainly by Friday, hopefully earlier.  I should know more by Monday, with a couple of days to try it out.

Official Employee

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6.9K Messages

Hello @KenR-MA! I hope all is well. Just checking in to see if you had the chance to swap your modem, and if that helped with your service issues? 

I no longer work for Comcast.

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