Wi-Fi modem doesn't work

user_k5y6b8 Hello and thank you for reaching out via our Xfinity Community Forums. I'm so sorry to hear your Wi-Fi modem went out during the storm! That's incredibly frustrating, especially dealing with weather-related issues. I completely understand your concern about getting it replaced without incurring any charges. It's definitely not ideal to be without internet, and I want to help you get back online as quickly and smoothly as possible.

 

We absolutely want to get you a new Gateway. You have a couple of options for replacement. You can exchange your modem at one of our Xfinity Service Centers at no charge. This page will allow you to search for the nearest retail location near you by entering your city, state, and zip code. Alternatively, we can ship a new Gateway directly to you. Please be aware that there is a shipping fee associated with that option.

 

If you would like to have one shipped out to you today, please send me a direct message with your full name and address. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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