Visitor
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1 Message
gateway upgrade email - error on final submission
I got an email from xfinity on 7/14/2025 to upgrade my current gateway (XB6) to a "new modem". I acknowledge about returning my current equipment and click submit order but it give me a error saying "Looks like something went wrong. Please reload the page and try again". I have tried this multiple time on different browsers on both my phone and laptop and keep getting the same error message
EG
Expert
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112.1K Messages
10 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityDilary
Official Employee
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2.4K Messages
10 days ago
Thanks for reaching out on our Community forums, user_1j9ft8. I’m sorry to hear the website isn't working when you try to request a swap. This isn't the experience we want for you. Don’t worry, we’ve got you covered. We’ll help you submit a request for a new modem right away. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.
To send a Direct Message:
Click "Sign In" if necessary
• Click the "Direct Messaging 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 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
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