Hi, @gail2bill. Thank you for bringing this issue to our attention. I definitely see how this can be confusing. With that said, I would like to look into this further. With that said, Could you please send our team a direct message with your full name and full address so that we can assist you further?

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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

Click the "Peer to peer chat" icon

@XfinityLuis Please note:

• The "Peer to peer chat" icon was renamed "Direct Messaging" several months ago
• Although Employees keep referring to Direct Messaging as "chat" or "live chat", it isn't live and it isn't chat, it's Messaging, not too different from SMS text messaging. There's no one sitting at a keyboard ready to reply to the messages posters send. Each message enters a queue and will be processed after agents have processed the messages that arrived before it. That can take from a few minutes to several days.

yeah, I have to buy a modem/router (separate or combo) for my mother who is going to set up service with BYOD equipment in her retirement community studio and so am shopping now. I have been on Xfinity/Comcast since 2015 using my Netgear CMD31T modem and N600 db router. The modem is "not supported" now but still works. I would still buy low budget "unsupported" equipment for a Comcast coax since the planned usage is at the basic service level.

I think we are being transitioned to using equipment with more throughput/bandwidth as the speeds are improved with infrastructure upgrades up to the home connection. As cable TV comes to an end and people get gigabit speed to their door with transition to video streaming services (Peacock/Netflix/Prime/Hulu/Paramount+/Disney+/<fill-in-your-cafeteria-content-here>) with 4K / 8K (?) resolution in household of average 4 persons, you will need the latest modem+router tech, which means DOCSIS 3.1 (mine is 3.0) and at least 8 x 4 and better. Comcast can also check modem state better with the latest tech (I dont know all it can do).


But if you dont ever want better than 50 Mbps service, do email and web surfing, are OK with 720p streaming by maybe two people in the house, you're probably good for another decade as long as the lights blink in your modem/router.