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cmv510
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2 Messages

Thursday, December 22nd, 2022 10:44 AM

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Modem Feeling Very Warm to Touch & Internet Connection Drops

My modem feels very warm to touch (if touched for too long could burn you) and my internet connection keeps dropping randomly out of nowhere. I have 1200mbps. I’ve never had any issues with my modem or internet.

My app tells me there are no outages and my wifi is up and running, but my computer tells me otherwise. (I’m hardwired into my PC as well) I have tried every trouble shooting step needed and instructed by the online automated assistant. I tried calling the 1-800 number with no luck reaching an actual person and was prompt to do the exact same steps I was told over the apps assistant.

I would like to just receive a new modem and return this one. Is there any way we could make this easy, please? 

I don’t need someone telling me for the 15th time that the easiest fix and best troubleshooting to do is to manually restart my modem, or unplug it and after 30 seconds plug it back in. Yes, it fixes the connection issue. But the modem is still very warm and clearly overheating. 

I don’t need fixes for my current modem. What I am looking for is a new modem to be sent so I can return the one I currently am in possession of. 

Question

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Updated 

2 years ago

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EG

Expert

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110.1K Messages

2 years ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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CCDevinC

Contributor

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473 Messages

2 years ago

Hi there @cmv510 Thanks for taking the time out of your day to reach out to Xfinity on Forums! We are sorry this is happening to your modem, and it sounds like the best course of action would be to replace this. The quickest way, would be to stop by your local Xfinity store and swap the modem out. You can find the closest one here https://www.xfinity.com/local/store-offers?q=39.4851%2C-75.6794

 

Please let me know if this helps.

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XfinityAldrik

Official Employee

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2.1K Messages

2 years ago

Hello again @cmv510, have you had a chance to swap your modem for a new one? If not, our team would love to help ship a new modem. If you would like 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

See  https://comca.st/3KQF8q9 for an example.

(edited)

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