Visitor
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1 Message
New Modem
I received the new modem box and tried to connect it, once I connect it, my tv, my computer, my phone could not connect to the internet, so I returned it back to the ixfinity store yesterday, I reconnected my old one and my internet was work, could you have sent me a defective modem?
XfinityJanelle
Official Employee
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2.4K Messages
3 hours ago
Hey @user_elsie1 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the new modem. I would be more than happy to offer my assistance. It is possible that the modem needed to be switched on our system to reflect that you activated the new one. If you decide to get another gateway from the store, once connected feel free to reach out so we can check and make sure everything is good to go with the new one.
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