Visitor
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1 Message
New Router
Dear Xfinity Support Team,
I hope this message finds you well. I'm writing to express concern about the frequent service interruptions I've been experiencing lately. These disruptions have significantly impacted my internet reliability, and I believe the issue may be related to my current router.
The router was last exchanged quite some time ago, and given the advancements in technology and the wear over time, I feel it's due for an upgrade. As a loyal Xfinity customer for nearly 10 years, I’ve always appreciated the quality of service and support your team provides. I’m hopeful that this long-standing relationship can make the process of receiving a new, upgraded router smooth and straightforward.
Please let me know what steps I need to take to move forward with this request. I appreciate your attention to this matter and look forward to resolving it promptly.
EG
Expert
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114K Messages
2 days 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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XfinityAdrienne
Official Employee
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1.6K Messages
2 days ago
Good Afternoon, @user_nmea68! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I know how important it is to have a reliable connection within the home, and wanting to make sure you have the newest equipment. Xfinity did bring an option to follow the prompts here and if your equipment is eligible for a swap, it would actually ship you the new device directly. Given that you have been having troubles with the connection, I would like to take a deeper dive into the location and ensure there is nothing past the equipment that might be posing an issue. Can you please send us a DM to get started?
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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