Frequent Visitor
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10 Messages
Required Modem Upgrade
I currently have a Motorola modem, model MB7420 (which was certified by Comcast) with 686 Mbps & DOCSIS 3.0. It's a personal device that I bought retail. When I logged on to my Comcast account today, I was prompted to upgrade the device at no cost. The messages says "There is no additional cost for updating your equipment and no changes to your monthly bill. You will need to return your old equipment within 30 days to avoid being charged."
It does not specify what this modem will be replaced with. I have 400 Mbps service. Any ideas why I am being prompted to upgrade? Any ideas why Comcast wants me to send my current device back to them when I didn't purchase it through them?
EG
Expert
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110K Messages
4 years ago
Concern moved here for greater exposure to actual Comcast employees.
Also, escalated to the Comcast corporate employees that are available to these boards for an answer. You should get a reply here in your topic.
(edited)
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BruceW
Gold Problem Solver
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26.3K Messages
4 years ago
Comcast rates the MB7420 for use with plan speeds "Up to 374 Mbps". See https://www.xfinity.com/support/devices. You either need a lower plan speed or a modem rated by them for at least 400 Mbps. Using modems with plan speeds for which they are not approved tends to produce unpredictable results.
And the "no additional cost for updating" statement is incorrect, since you'd either be switching from a device you own to one you rent, adding a rental fee, or buying a faster modem.
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CCTambrey
Gold Problem Solver
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3.4K Messages
4 years ago
Hello, @philphactor! I'm really glad you reached out to us here on the Xfinity Forums.
BruceW is correct in that you have a gateway that is no longer able to support the speeds you are paying for. You will essentially have 3 options: Buy a new, upgraded personal gateway, downgrade your speed tier, or transition to a leased gateway. We would love to work with you to figure out which option best fits your needs and process those changes for you.
As far as the equipment charge bit of the automated message, it could have been triggerd by some old leased equipment still registered to your account. That is something we definitely want to get sorted out too! Please send us a Live Chat with your first and last name as well as your service address so we can assist.
To send a Live Chat, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.
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