Regular Visitor
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5 Messages
How do I order a new gateway router?
An agent advised I get a new router and assured me I can order one online. Please order one for me. I have been a customer for years and am really frustrated by your customer service. Your AI Assistant was worthless.
[Edited: "Personal Information"]
EG
Expert
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110.5K Messages
4 months ago
The concern is not "X1" help related. Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAldrik
Official Employee
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2.2K Messages
4 months ago
Thank you for reaching out to us @bananagram! Thank you for relocating this post @EG!
Our team can certainly assist with ordering a new modem. There may be a shipping fee for the new device. To avoid inactive equipment fees, the current modem will need to be returned once the new modem is activated. Alternatively, the current modem can be swapped out at a local service center for a new modem.
If you’d prefer to have the modem shipped, please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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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EG
Expert
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110.5K Messages
4 months ago
Quite welcome @XfinityAldrik !
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