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Djcutz08
1st Topic

Visitor

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6 Messages

Tuesday, July 5th, 2022 6:12 AM

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Trouble connecting to my Xfinity prepaid modem.

For the past month now I been having trouble with my Xfinity internet service. My latest issue is I cannot connect to the internet. When I go to the Xfintiy Status Center it say's the "Modem is not connect" everything connected as usual but I do believe the modem is defected cause I had this same modem for over 5 years now (ARRIS TG862G) I would like to upgrade the modem if possible but don't know where to begin. I tried talking to Xfinity Prepaid customer service but they were no help at all.

Question

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Updated 

2 years ago

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XfinitySheila

Official Employee

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1.1K Messages

3 years ago

Hi there! Glad your reached out. I would love to help, is your service a prepaid account? 

11

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Djcutz08

Visitor

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6 Messages

@XfinitySheila​ yes I do have Xfinity Prepaid internet service.

3 years ago

0

XfinityDemitrius

Official Employee

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1.8K Messages

Hi @Djcutz08,

With the Xfinity Prepaid service, I do believe the modem us customer owned equipment which can only be used with the Xifnity Prepaid Service. We recommend reaching out to our Xfinity Prepaid Team for assistance and also see if purchasing another Xfinity Prepaid starter Kit may be on option. With prepaid services, we would be unable to access account details, information, billing, and more, so our awesome prepaid team will be the team with all the answers you will need by calling 1-855-757-7372.  

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

Djcutz08

Visitor

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6 Messages

This Is my my exact problem with using Xfinity service. No help at all just Call the worthless prepaid team who is overseas and could care less if I am having issue with my internet service. Why even reply back if you have no solution to the problem. I hope potential customer of Xfintity see this thread and see how poorly you guys treat customer.

3 years ago

0

Djcutz08

Visitor

 • 

6 Messages

@XfinityDemitrius​ This Is my my exact problem with using Xfinity service. No help at all just Call the worthless prepaid team who is overseas and could care less if I am having issue with my internet service. Why even reply back if you have no solution to the problem. I hope potential customer of Xfintity see this thread and see how poorly you guys treat customer.

3 years ago

0

CCOtto

Problem Solver

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497 Messages

I apologize if you had a negative experience with that team. That is the correct number to call to have the prepaid issues fixed, though. 

I no longer work for Comcast.

3 years ago

0

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