New Xfinity wall modem installed

Hello! I live in an apartment building, and they just switched from us using an Xfinity gateway to a permanent wall modem. The technicians came in and did the switch, but now my app says that my internet is offline. I do have internet, I just think that the new equipment did not sync to my account. I tried to activate the new equipment in my account to see if that would work, but the only options for activation is the gateway or my own device. Is there a way to fix this?

Thank you!

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U

user_3y2nye

3 Messages

2 months ago

I have an update: I figured out what happened! The technician made me a new account. I was able to link both of the accounts. However, the new account has a slower speed than the original account. How can I switch the speeds? Thank you!

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XfinityArmand

Official Employee

•

2.1K Messages

Hi there @user_3y2nye! Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum. We are so glad to hear from you and want to assist in any way that we can in addressing your account concerns. No worries! You have reached out to the right team to assist in getting things with your internet speed squared away. Please feel free to shoot us over a private message with your details and we can get things rolling for you.

To send a "direct message" / "private message" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

• 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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2 months ago

0

EG

Expert

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110.2K Messages

2 months 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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Customer Service

user_3y2nye

New Xfinity wall modem installed

user_3y2nye

XfinityArmand

EG

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