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user_bn377y
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Friday, January 16th, 2026 2:08 PM

help with replacing modem

Hi.  I am having problems with the modem for our Xfinity Now service. We have had a technician come out and while he fixed it, he said that we will need a new modem soon.  In the month since then we have had repeated outages requiring rebooting the modem.  Today that stopped working completely.  Rather than another technician visit we were hoping to get a new modem shipped to us.  Thanks

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XfinityEricB

Official Employee

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2.9K Messages

2 hours ago

 

user_bn377y Thanks for reaching out for help with getting a replacement gateway for your NOW service. Is the web assistant only providing sending a tech and no device replacement option when you are using it to get a replacement?

 

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user_bn377y

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2 Messages

Yes. Only the technician option

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2 hours ago

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XfinityEricB

Official Employee

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2.9K Messages

 

user_bn377y I can't order one directly as we don't have access to NOW accounts, but I can put in a ticket to request a replacement device. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

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2 hours ago

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