Subpar equipment

Has anyone else had the issue of their X1 Modem/router randomly going out for no apparent reason other than poor manufacturing/programming? I moved to a new house 5 years ago and it almost seems like a yearly event now where all of a sudden, my X1 gateway just stops working. Of course, Xfinity wants to send out a tech 3 days later to check, but with no power outages or damage to the lines, connections, hardware what is there to check? I've had to drive to the Xfinity store and swap modems 3 times now (so I'm on my 4th gateway in 5 years) just to get going again. It seems they are copying a page from Apple/Samsung and sending out the death signal so that customers have to come out of pocket unnecessarily...I sincerely hope that is not the case. And what is it with not being able to request to talk to a live agent via chat or the phone? Where has customer service gone?

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XfinityPaula

Official Employee

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2.3K Messages

27 days ago

Daw5414 Hi there! Thank you for sharing this experience with us for the issues you have been having with the service and gateway over the years. I appreciate you being with us all that time, but I wish we could have resolved this for you the first time it happened. I can assure you that we are not purposely disabling the gateway. From personal experience I have had the same gateway for the past 5 years since setting up my service. There has to be another issue that is causing the trouble. I hate that you have been dealing with this over the years.

Since you have already tried exchanging the gateway several times I would love to review the signal levels and area for any known issues that may have caused this trouble.

Can you please send use a direct message with your name and service address?

Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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EG

Expert

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120.8K Messages

27 days ago

@Daw5414 @XfinityPaula

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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Daw5414

Subpar equipment

XfinityPaula

EG

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