jasonaut's profile

Visitor

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9 Messages

Tuesday, April 28th, 2026 6:52 PM

wrong power adapter included with new modem, how do I get a replacement?

I've just received a new xfinity wifi gateway modem after upgrading my account. The power adapter doesn't fit. How do I get a replacement modem or power adapter sent to me?

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Official Employee

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2.5K Messages

17 hours ago

 

jasonaut, Thank you for reaching out to Xfinity Support. I am sorry to hear the wrong power adaptor was sent. You can swing by any Xfinity store, and they can swap it out for you, or we can ship you a new power cord. If you need assistance

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary.

• Click the "Direct Message” icon (upper right corner of this page).

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

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list.

• Type your message in the text area near the bottom of the window.

• Press Enter to send your message.

 

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