1 Message
New modem, now internet package gone from my account
I need help. Long story short, I swapped my Motorola MB8600 for a Hitron Coda56. The activation was fine, but I wasn’t getting the better upload. I talked to Comcast through a Reddit thread, and they got my upload improved, but a few hours later I was seeing the “welcome to Xfinity” page on my desktop. Then my internet package disappeared from my account. I have a long chat thread with Comcast on Reddit.
tried calling support, but that was a nightmare. She said “my promotion expired,” and tried selling me a new plan with Xfi complete. I told her I already have my own modem. She said it’s optional, as in I can get complete but still use my modem.
here is my Reddit thread: https://www.reddit.com/r/Comcast_Xfinity/s/HPiK1UtaFC
EG
Expert
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109.1K Messages
14 hours 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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XfinityThomasB
Official Employee
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1.7K Messages
13 hours ago
Howdy user_r5tmlw
I am thinking that we might need to investigate the bootfile that is coming down the line to the modem. Appreciate you looping us in. We are the same team that helps on Reddit, it just really depends on our current intake times on either platform that determines our response time. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.
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