Xfinity Gateway question/upgrade

Good evening,

I got an email saying to upgrade our Xfinity gateway. I wasn't sure if this was correct as the tech replaced our old gateway with a new one when our service was installed on October 6th?

Thank you

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XfinityEricB

Official Employee

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3.8K Messages

2 hours ago

@user_8mg3ak Did you have service with us recently at another address by chance that was recently closed, or more than one active account? I've seen this happen in the past for customers who recently moved, and had service already in which the email was actually for the old account that was recently closed. I would be happy to review your account as well to confirm it wasn't referring to the one you just got. I see you sent us a Direct Message already, and if you could share your full name and address with us there I would be happy to take a look.

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user_8mg3ak

Visitor

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4 Messages

@XfinityEricB ah it makes sense now, I bet that is it. Yes, I use the same email for our new address as I did for our old address. The old address was closed when our new address was installed. Everything has been working well here.

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54 minutes ago

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XfinityEricB

Official Employee

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3.8K Messages

@user_8mg3ak Likely it was for the last address. The install tech would have installed the model needed for the new one while there. If you ever want us to look though, just let us know.

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50 minutes ago

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user_8mg3ak

Visitor

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4 Messages

Very good, thanks so much.

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47 minutes ago

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Customer Service

user_8mg3ak

Xfinity Gateway question/upgrade

XfinityEricB

user_8mg3ak

XfinityEricB

user_8mg3ak

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