Visitor
•
1 Message
Repeated Failure to Receive Replacement modem
I am writing to express my frustration regarding ongoing issues with my internet service and the failure to receive a replacement modem despite multiple promises from your agents.
My current modem frequently drops devices and often does not recognize them. I am forced to reboot it constantly just to maintain basic connectivity. I have spoken with several Xfinity representatives who have assured me—on multiple occasions—that a replacement modem was ordered and would be shipped to my address. Unfortunately, no modem has ever arrived.
I am extremely disappointed with this lack of follow-through. I have spent considerable time troubleshooting, calling customer service, and waiting for equipment that never comes. This is unacceptable, especially given the cost of your services.
At this point, I expect:
- Immediate confirmation that a new modem has been shipped with a valid tracking number.
- A clear explanation of why previous shipments were never fulfilled.
- Consideration for a service credit due to the extended inconvenience and unreliable service.
Please address this issue promptly. I look forward to your immediate response with confirmation and tracking details.
XfinityArmand
Official Employee
•
2.2K Messages
2 days ago
Thanks so much for taking the time to reach out to Xfinity Support @user_8sd7k3. We are so glad to hear from you and want to assist in any way that we can to address your service concerns. No worries! You have reached out to the best team to assist in getting things taken care of. We understand your need for reliable service and are committed to rectifying this immediately. So that we can work on this for you, please feel free to shoot us a private message with your details and from there we can get a look at what is going on 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
0
0
user_9fjxfn
Visitor
•
1 Message
2 days ago
Hi, I am amazed at the customer service chaos I have experienced with NOW internet. On 7/8/25 my NOW internet "gateway" for 200 mb/s service went dead. After insuring not an outage went to Xfin Now customer service and did the AI troubleshoot. AI said it would have to send a tech and set up appointment for 7/11. Not happy with wait so on 7/9 went to Xfin Store to see if I could swap. OK they can't swap out NOW equip. Tried to help expedite on my Xfinity App dealing with someone somehow that promised to expedite shipment of a replacement at no cost as I was just under 90 days which they believed to be the warranty period. Confirmation # received with scheduled delivery on 7/10. Told not to cancel appointment until it came. Did not come. On 7/11 tech shows up. Yes Gateway is totally dead, cable signal is good. BUT we can't swap out. They wont give us NOW gateways. You have to call customer service and they will ship it to you. Right back to the AI which had no idea what to do but somehow I was connected to a live chat with a senior tech specialist who promised to send out a tech who would install the replacement Gateway on 7/17. i reiterated this was a NOW gateway and he reassured me this was their preferred process. Got a call on 7/15 that tech could come on 7/16 and I thought things were looking up. Tech shows up. Gateway still dead. Can't swap cause its NOW modem. I will have to call NOW customer service and have it shipped out. Do you have a specific number to call? NO. Back to AI and getting this accomplished seems impossible. I did get a call from an agent with such a strong accent we could not communicate and believe me I tried. She kept to a script and asked the same question over and over, So what is the problem with your modem? It doesn't work and I have been told it needs to be replaced under warranty. So what's the problem with your modem? Never get to anything that resolves situation before I am disconnected. Totally frustrated. At least 4 hours on the phone and 3 promises of resolution that lead back to a less than adequate AI. I wonder how you could launch NOW and be so underprepared. If I were not in the warranty period and simply wanted to order a replacement modem and pay for it, I don't think there is a way.
1
0