R

Visitor

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2 Messages

Mon, Sep 20, 2021 10:04 PM

Need a new modem

I was impacted by Hurricane Ida. Obviously I don’t have service right now but I plugged my modem in to see if it would work and it does not. I think the power cable got wet when my house flooded. Is there a way to request a new one?

Accepted Solution

Official Employee

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2.8K Messages

1 m ago

Hi, Rrodri798. We hope you and your family are okay/safe, we can't imagine everything you've had to go through being impacted by something like this. You're welcome to bring the modem into a local store (with its power cable) and swap it out for a new one, free of charge. There is no guarantee that will fix the issue of course, but it's an option. We can also ship one out to you. Which option would you prefer? We'll be happy to assist you further. Thank you so much for taking time out of your day today to reach out and create a post!

Visitor

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2 Messages

@XfinityMorgan thanks for the quick response! I was actually able to get a hold of a customer service representative that advised me that it’s best if I wait until I’m no longer displaced to get one shipped. I should be calling back in a week or so to order a new one! 

Official Employee

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157 Messages

You're welcome! That will be perfectly fine. Just in case our local service centers can also be found using this link here: https://comca.st/3CxmaAg, Is there anything else we can help you with at this time? 

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