Visitor
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1 Message
Power Cable for Modem
How difficult do you need to make it to get a cable for my modem? My cat chewed the power cable to my modem. I am trying to purchase a new one because I admit it is my fault. Your stores however do not want to give me the cable. They want me to swap out the whole modem. This is highly unnecessary. Why can’t I just purchase the cable from you? I can’t even go to another store like Best Buy and buy the cable because it is a unique plug. I was told by loyalty that I can go to the store and swap the cable out. I drove down there again and was told the same thing. Something has to give here. It should not be this difficult to get a new power cable. I am beyond frustrated at this situation.
EG
Expert
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110K Messages
2 years 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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XfinityBradM
Official Employee
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915 Messages
2 years ago
Hello there, @user_20e8e2! That is definitely not the experience we are wanting you to have when you're looking to replace the power cable for your rented Xfinity Wireless Gateway. Other than going to your local Xfinity Store to swap out the power cable (which you mentioned has not worked), another option would be to send you a replacement device kit. It would include the same model of modem you're currently renting to ensure it's the same power cable that you would use. After the swap, you would just send back the new modem and old power cable and use the return label that comes within the package. To get that set up we would need to take this conversation into DMs. If you could please send me a DM with your first and last name along with your full-service address, we can get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
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
See https://comca.st/3KQF8q9 for an example.
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