Visitor
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2 Messages
multiple modem failures
Over the weekend, both my original modem and replacement modem failed. Noticed degraded signal on Saturday for the original, did several resets and contacted Assistant (which did nothing, what a horrible, useless program). Did a hard reset and it stopped working entirely. Sunday morning, got a replacement modem, it started with good speeds but degraded over the afternoon until it was also nonfunctional by the end of the day. Could only get a tech appointment next Friday/Saturday - is there any way to get actually useful troubleshooting or a tech appointment that isn't the full work week away? I need to work from home and hotspot is not cutting it.
EG
Expert
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115.4K Messages
1 month ago
First. Please try starting here if you wish;
https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9
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XfinityOrlandoM
Official Employee
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2.9K Messages
1 month ago
@user_7dym59
Thanks for reaching out to us, we do apologize for any inconvenience you're having with your services.
Being that you've already replaced the modem and went through some troubleshooting steps remotely with the Xfinity assistant if those issues weren't resolved with the Xfinity assistant or with the replacement of the modem the next option is to have a technician come out to the home to check everything inside and out.
Generally, when the appointments are made they're set up for the next available date and time, do you currently still have an appointment set up on your account?
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EG
Expert
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115.4K Messages
1 month ago
Have you had a chance to see if any of those troubleshooting tips apply ?
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EG
Expert
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115.4K Messages
1 month ago
Ok, so was it replaced ?
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