Modem Activation issues

Even though modem is set up correctly Comcast can not seem to activate it. Modem is compatible with xfinity (literally has xfinity on box.) Reached out to tech support. They have no idea what is wrong. Spoke to multiple techs who are reading from a script running in circles. I’ve spent hours talking with them to result in still not having internet. Old modem couldn’t be recognized on two coaxial panels. Tried the third panel and it worked. However, needed to swap modems and now newer one doesn’t get recognized on any of the three.

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EG

Expert

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118.6K Messages

5 years ago

Call back in and have them book a tech visit for you. Good luck with it !

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U

user_dd3ba0

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2 Messages

@EG Didn’t want to spend $80 on a tech visit because I was pretty certain it wasn’t on our end and I work from home. So waiting on a tech visit in a few days wasn’t really an option. Reached out to a fifth technician and he solved the issue for us without an issue. Literally in about 15 minutes. Between all chat conversations the total time was about five hours.. What I believe the issue to be was the first four technicians were trying to activate the old modem even though in each chat it was specified that it’s a new modem. The final technician Khenneth (shout out to him,) was very knowledgeable and listened to what we had to say, along with explaining what he was doing step by step. With the other techs we had to pull information out of them. It would be much more helpful if Comcast didn’t have the techs stick so closely to a script.

5 years ago

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EG

Expert

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118.6K Messages

5 years ago

FWIW, you wouldn't have been charged since it wasn't on your end. Anyway, glad it got straightened out ! Now closing your topic.

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user_dd3ba0

Modem Activation issues

EG

user_dd3ba0

EG

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