Visitor
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1 Message
Xfinity Support
I moved into a new place and had been using my new xfinity, that I had transferred from a previous service address. They mailed a new modem and I had set it up through the app and was using for 4 days. Today a lightening strike hit around my home, and my service went down. The light on the modem was not lit. I unplugged, waited 60 second, plugged back in- nothing. I was on the live agent chat for 2+ hours for them to say a technician needs to come out because it is showing “off” on their end. I tried several other outlets, but I believe the brand new modem got hit by a surge today and it got fried. How do I get a new modem?
XfinityJeff
Official Employee
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801 Messages
2 days ago
Good morning @user_l1vmym, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issue with the modem, but you have come to the right place for assistance. If you are not getting a power light to come on at all, it is possible that the modem was effected by a power serge. There are a few ways to get a new modem, the fastest depending on your location would be to go into a local Xfinity store and exchange the modem, but if that is not an option, one can be mailed out as well.
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