Visitor
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1 Message
modem replacement
I received an email from Xfinity saying I need to replace my modem with a compatible device so that my connection is secure. Is this really from Xfinity or is it a scam?
Visitor
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1 Message
I received an email from Xfinity saying I need to replace my modem with a compatible device so that my connection is secure. Is this really from Xfinity or is it a scam?
user_nka6sl
Visitor
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4 Messages
21 hours ago
It’s legitimate. I got it on all six of my Comcast email addresses.
I don’t think it means you have to get another modem right away. I think they’re just letting you know that your older modem is not supporting any new updates.
If you upgrade your Internet plan to a faster, speed tier, you might need a different modem as well.
But more than likely, it’s just a way for them to promote and advertise. If they scare their customers into calling they can sell them on something else, right?
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EG
Expert
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123K Messages
2 hours ago
Concerns 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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XfinityTonya
Official Employee
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32 Messages
2 hours ago
Good afternoon @user_nka6sl,
Thank you for reaching out to us here on Xfinity Forums about the modem email you received. I can defiantly understand the worry because scam emails happen all the time. Here at Xfinity we do send out emails if a modem upgrade is needed. To be able to make sure that it was us, and that you do need a modem upgrade. We will need to move this conversation over to a Direct Message.
Please send us a Direct Message with your full name and address.
Here's the detailed steps to direct message us:
Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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