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j8ded1
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Tuesday, July 20th, 2021 9:59 PM

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If Gateway modem (from Comcast) is not being "seen" by a laptop, will Comcast tech be able to help?

 Switched out the older Cisco modem and changed to the Xfinity Gateway modem recommended by Comcast. Encountered several issues in re-configuring my devices to the new modem.  Established connections to all except an Asus laptop.  Could I trust a Comcast tech to resolve the issue?

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4 years ago

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Jlavaseur

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948 Messages

4 years ago

We can probably help you right here, is your laptop 2.4 g only? Maybe it’s a older laptop? 

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j8ded1

Contributor

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20 Messages

4 years ago

It's an Asus and was connected to the Cisco modem. IDK if it was on a 2.4 g network.  It is definitely an older model.  As it turned out, it needed a new Wi-fi adapter.  Would Comcast have been able to detect such a problem?

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CCAnna

Problem Solver

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874 Messages

Thank you for the update @j8ded1! I hope your day has been fantastic. We certainly appreciate you in the Xfinity Forums community.
 
To answer your question, we would not be able to detect if your device needed a new Wifi adapter. During our initial troubleshooting, it is likely an agent may ask questions that could lead us to that conclusion. We always attempt to provide the best support for our loyal customers, but we are not responsible for providing guidance on customer-owned equipment. In these situations, we ask that you contact the manufacture directly for help.
 
It sounds like you have gotten to the root of the problem. Did you still require additional assistance? 

I no longer work for Comcast.

4 years ago

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j8ded1

Contributor

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20 Messages

Thank you for your reply.  As it turned out, I had to arrange for a computer tech from a local private company to come to my home and see the Asus laptop and how it was operating.  Cost was over $100.  (for the service and replacement of the adapter).   Now we're all good.  

4 years ago

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EG

Expert

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111.5K Messages

Thanks for circling back ! Now closing your topic.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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4 years ago

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