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d.cody
1st Topic

3 Messages

Monday, March 31st, 2025 1:26 PM

New modem is loud and hot.

I was able to get a free modem upgrade through xfinity and the new modem they sent me is very loud all the time and runs hot.

My original modem never had either of those problems.

Question

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Updated 

20 days ago

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XfinityFrank

Official Employee

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1.3K Messages

27 days ago

Hi there, @d.cody! Thanks for reaching out to us here on the Community Forum! Sorry to hear your device is not working as expected! The quickest way to get a new device would be by taking the current one and the power code to a local XFINITY store for an exchange. You can find local stores and hours here : https://www.xfinity.com/local/store-offers We can also ship one out with a return label if you prefer. Let us know how you want to proceed! 

(edited)

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d.cody

3 Messages

@XfinityFrank​ I'll stop at the nearest Xfinity store tomorrow and see if they can exchange it for me.

Thanks!

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26 days ago

0

XfinityThomasC

Official Employee

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2.5K Messages

Wonderful @d.cody! Do you have a planned day to head over there? I would like to follow up with you to make sure the replacement is working properly. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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26 days ago

0

d.cody

3 Messages

@XfinityThomasC​ Sorry for the late reply. I got my modem replaced last week and the new one is working perfectly.

My only issue is why was I originally sent a modem that was obviously not working properly, especially since I was told that it was supposed to be an upgrade.

But either way my new modem is working great and everyone involved was very helpful.

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20 days ago

0

XfinityFrank

Official Employee

 • 

1.3K Messages

@d.cody, no worries! Thanks for letting us know and glad it worked out! As rare as it is, sometimes equipment does run into issues. Definitely sorry that you experienced a problem! If you run into any other concerns, create a post any time! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

20 days ago

0

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