Visitor
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1 Message
Text offered free gateway replacement, can't confirm
I got a text from Xfinity Assistant about a detected gateway issue and an offer to ship a free replacement. The automated assistant no longer recognizes its own message, so I can't confirm the shipment. I've also noticed slower speeds than my plan should deliver. Can someone help get the replacement shipped?
XfinityOrlandoM
Official Employee
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3.8K Messages
1 day ago
@user_zwa73d
Thanks for contacting us, and we apologize for the inconvenience. The chat assistant may not have completed your order if all the steps were not completed. If your modem isn’t working and requires an upgrade, you can pick up a free replacement at your local Xfinity store.
If you’re experiencing slow speeds, open the Xfinity app, select WiFi, and choose Whole Home Network Connection. The app will guide you through a speed test that measures the connection directly to your modem and identifies whether the issue is with the service entering your home or with a device.
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