Hour and a half sales pitch and our issue was not resolved!

The app says there are no interruptions. Both our modem and router are completely dead (after a storm Sunday night) so we are trying to hook up a new one but the modem isn’t connecting to anything. 

Gotcha! user_a7c705

I would like to look over the diagnostics, and see what is impacting the connection. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

I called xfinity first thing this morning and was told someone was available to text chat with me so after getting the initial text I waited nearly 20 minutes and no one replied so I called back once again and got a wonderful employee named Dave who walked me through trying to set up the modem to no avail and then he scheduled a technician to come out this afternoon! Hopefully that is actually correct! He was so very helpful and I greatly appreciated someone actually working to resolve the issue. Please let me know if I should still contact someone as you stated above. Thank you!

Hi there, thank you so much for this update. I am happy to hear that you have a technician going out to your home and finish the installation.We would like to follow up with you after your appointment to see how everything went.

The technician was able to repair our internet issue - apparently there was a lightening strike to the splitter and this explains the modem and router being dead. So appreciative the appt had been set up so quickly for us by Dave!