Hi there @user_i7qkio! Thanks so much for taking the time to reach out to Xfinity Support! We are so glad to hear from you and want to help in any way that we can to help get things ironed out. No worries! You have reached out to the right team to help get things ironed out for you. Are you showing any error messages when you attempt to connect?
No. I had an xfinity worker come and tell me that I need a new modem. This is the 2nd time this happened. I think if you’re going to upgrade the modem every 3 years that you should let customers know so their service won’t be interrupted. I don’t have the money to buy another modem at this time so I paid for my monthly service and not receiving service or my money back and that is unfair
user_i7qkioI understand your frustration! I'm so sorry, but our Digital and Social Media team unfortunately doesn't have the tools to access prepaid accounts. I know that's probably not the answer you were hoping for, and I truly apologize for any inconvenience this causes. However, I definitely want to make sure you get the help you need! Our Xfinity Internet Prepaid Service Center of Excellence – we call them our COE – are the perfect people to assist you. They're experts in all things prepaid and can answer any questions, troubleshoot your equipment and internet service, and help with refills in the future if needed. Please give them a call directly at 1-855-75-PREPAID or 1-855-757-7372? They'll be able to get into your account right away and provide the specific support you need.
Thanks for your patience and understanding. I really do hope you get everything sorted out quickly!
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XfinityArmand
Official Employee
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2.3K Messages
6 months ago
Hi there @user_i7qkio! Thanks so much for taking the time to reach out to Xfinity Support! We are so glad to hear from you and want to help in any way that we can to help get things ironed out. No worries! You have reached out to the right team to help get things ironed out for you. Are you showing any error messages when you attempt to connect?
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user_i7qkio
2 Messages
6 months ago
No. I had an xfinity worker come and tell me that I need a new modem. This is the 2nd time this happened. I think if you’re going to upgrade the modem every 3 years that you should let customers know so their service won’t be interrupted. I don’t have the money to buy another modem at this time so I paid for my monthly service and not receiving service or my money back and that is unfair
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