Replace faulty router

Question

I am desperately trying to reach an ACTUAL HUMAN. Router keeps rebooting, impossible to hold video calls much less gaming. Bufferbloat test is a D, meaning data is getting buffered, packets are being lost, and per the text, video conferencing and gaming would not be supported on this connection. I NEED TO REQUEST A REPLACEMENT ROUTER. HOW DO I DO THIS ONLINE?

XfinityEmilyB · Answer

user_3p7em0 Welcome to our community forum! Thank you for reaching out so we can help with your Xfinity internet connection. If the reboots and packet loss are being caused by a signal issue, replacing the modem will not improve your experience. Let's troubleshoot your connection together, so we can find the best path to resolution. What troubleshooting steps have you tried so far? When you use the Xfinity app to troubleshoot your connection, what does it recommend?

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user_3p7em0

Replace faulty router

XfinityEmilyB

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