Visitor
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1 Message
Need to have replacement modem sent out
Hi, lightning struck my house or near my house and there was a surge that fried the television and xfinity modem connected to the surge protector. The modem now receives no power regardless of where it’s plugged in and is no longer usable.
Can you please help me setup a delivery of a new modem to replace this fried one and let me know where I need to send in this fried one?
flatlander3
Problem Solver
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1.5K Messages
2 years ago
The quick way is just bring the old one to an Xfinity store if you got one by you.
If not, there's this: https://www.xfinity.com/support/articles/replace-your-xfinity-equipment (if this page is current).
Or this if you want 3rd party gear: https://www.xfinity.com/support/articles/list-of-approved-cable-modems Find one that works with your current speed tier and other equipment. It has to be "approved by xfinity". Shop around after you find a model number. Prices vary quite a bit.
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EG
Expert
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112.9K 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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XfinityWilliam
Official Employee
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1.4K Messages
2 years ago
Hi @user_893035. I am glad everyone is OK from the lightning strike, and it did not cause any severe damage. There are two ways you can return the old modem. You can visit you local Xfinity store at any time and swap the modem out, or we can ship you a modem with a return label and you will ship it back to us.
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