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user_t9pf2f
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3 Messages

Friday, April 25th, 2025 3:28 AM

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Just need to swap a modem

Bought a new upgraded modem today, but I need assistance to get it swapped.  The Xfinity app is not compatible with my device, the AI assistant was less than helpful, the contact numbers just tell me there's an outage in the area and no agent can help me.  Problem is, the outage is video related and I don't have video services.  I just need someone to help me get the old modem off the account and put the new one on.

Question

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Updated 

2 months ago

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XfinityDilary

Official Employee

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2.3K Messages

2 months ago

 

user_t9pf2f Thanks for posting on our Community Forums for assistance. Is your new equipment listed as a compatible device? You can check our device compatibility HERE. 

 

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user_t9pf2f

Visitor

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3 Messages

2 months ago

Yes, it's in the extended list

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user_t9pf2f

Visitor

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3 Messages

Arris SB8200v3 is the model

2 months ago

0

XfinityDilary

Official Employee

 • 

2.3K Messages

Perfect! Let's take a look here. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" 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 that appears. The "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

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

2 months ago

0

XfinityDilary

Official Employee

 • 

2.3K Messages

 

user_t9pf2f Thanks for allowing us to help with your modem activation. I'm glad we were able to add the device and get the services up and running right away. If you need anything else, don't hesitate to create a new public post. I will mark this post as solved. Have a good one! 

 

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

2 months ago

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