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user_u8epu0
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Thursday, October 24th, 2024 11:46 AM

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My modem is making noise.

My modem is making a loud cracking noise that is audible over the TV when sitting watching it. It can be heard even when the TV is not on. I have tried, without success, to speak with an agent from Comcast. I keep getting the AI generated agent, that promises me that it will connect me with a live agent. I can't find a phone number to contact anyone from comcast. I have been a customer for well over 20 years, and I am very disappointed with the customer service. I am sure this post will fall on deaf ears too.

Question

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Updated 

5 months ago

67

4

0

EG

Expert

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110K Messages

6 months ago

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

0

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XfinityJosephA

Official Employee

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1.7K Messages

6 months ago

Hello, user_u8epu0 if you have a leased Xfinity modem we can ship out a replacement, or you can visit an Xfinity store. You can use the link listed to make an appointment. To have one shipped send us a direct message. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page.

 

 

https://www.xfinity.com/support/articles/schedule-appointment-online

3

0

BruDeb

5 Messages

Hello @XfinityJosephA​, I think I have the same issue: The modem keeps doing a weird noise, as the cooling vent wouldn't stop working. When I touch the modem, it's also quite hot. 

5 months ago

0

CC_Tony

Retired Employee

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1.4K Messages

Good afternoon, @BruDeb! As @EG mentioned, you will need to exchange your equipment. You can do this at any Xfinity Store, or we can ship a new one to you. Let me know how you would like to proceed.

@EG as a heads-up, we are no longer offering free equipment pickups through UPS. That was a COVID-19 policy to help people sheltering-in-place. I updated the comment you linked as well. Customers can still pay for a UPS pick up at https://www.ups.com/us/en/business-solutions/pickup-dropoff-options/ups-on-call-pickup.page or by calling 1-800-PICK-UPS.

Edited: Fixed tag and link

(edited)

5 months ago

EG

Expert

 • 

110K Messages

@XfinityTony 

Ok Tony. TYVM for the update !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

5 months ago

EG

Expert

 • 

110K Messages

5 months ago

@BruDeb 

The fan is malfunctioning. It's quite common here. There is no fix other than to get it swapped out for another by them. Taking it to your local Xfinity store to be swapped out for another would be the fastest option, or ship it back for free via UPS and have them ship you another one. You can even get *home pickup*.


https://www.xfinity.com/support/articles/returning-your-equipment  


https://forums.xfinity.com/conversations/customer-service/return-equipment/65a4a84c5bd1d830a320eb99?commentId=65a5460d56b4cf679443d743  

7

0

BruDeb

5 Messages

@EG​ Thank you!
Do you happen to know whether it's possible to get the replacement before sending the current modem back? I work from home and therefore can't afford being without internet.

5 months ago

0

EG

Expert

 • 

110K Messages

@BruDeb 

I can't answer that authoritatively as I am not a CC employee, sorry. I am going to tag the employee @XfinityTony who responded here to perhaps have that answer for you.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

5 months ago

0

CC_Tony

Retired Employee

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1.4K Messages

@BruDeb @EG If we ship out a replacement modem, you have 30 days to replace the old one before you are charged for unreturned equipment. For an exchange at the store, we ask that you bring the old one with you so that we can do the swap there. This makes the process a lot smoother and saves you time as well.

5 months ago

BruDeb

5 Messages

One last question, @XfinityTony : Do I need to give a heads-up to the store before going in for the swapping? Or do they have replacement equipment in existence?  

5 months ago

0

CC_Tony

Retired Employee

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1.4K Messages

@BruDeb
While not required, I do recommend setting up an appointment at https://www.xfinity.com/local/store-offers. It can help you skip the line, and it lets the store employees know what is going on ahead of time.

Edited: Fixed link

(edited)

5 months ago

0

EG

Expert

 • 

110K Messages

5 months ago

@XfinityTony 

TYVM for replying !

1

BruDeb

5 Messages

Thank you both very much, @EG & @XfinityTony !​ 

5 months ago

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