Visitor
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2 Messages
New gateway
"Hello, I recently upgraded to your 1 Gig plan and set up the X5B/XB gateway that was mailed to me. I am currently receiving automated texts stating my equipment does not support my speeds and asking to ship me a new gateway. Since I just set this up a couple of months ago, I want a real person to look at my account. Can you check if this text is just an automated bug in your system, or if there is actually a brand new model or service change that requires me to swap my equipment again? I want to avoid the hassle of swapping equipment if it isn't truly necessary. Thank you."
XfinityDuron
Official Employee
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758 Messages
8 hours ago
Hello there @user_p06bg0 I can confirm that if you are satisfied with your modem, it's ok to use the one you have connected. I will be more than happy to look over your account just to make sure you do have a strong device. To begin, would you mind sending me your name and the address to your account in a Direct message?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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.
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