Upgraded Modem and live agent support

Good morning. I tried three new upgraded modems and all of them failed to work. In each case I put the old modem back in and had it reactivated and it works perfectly. A tech was here and confirmed I have good signal at the coaxial cable, which indicates the modems are the fail poiint. I will happily upgrade when I can get a working modem. My old modem is still being used.

I also have a complaint. I was on a Chat with a live agent, attempting to get one of the three modems working and she just left the chat with no warning and no explanation. That is not good customer service. That made for a very frustrating experience.

Sincerely,

D.R.

Time is free,

but it is priceless.

You can’t own it,

but you can use it.

You can’t keep it,

but you can spend it.

Once you’ve lost it, you

can never get it back.

Responses

Oldest First

Selected Oldest First

XfinityJorge

Official Employee

•

3.3K Messages

5 hours ago

user_uxupjd Hi there! Thank you so much for using our Forums, and we are happy to hear the tech today helped test your signal. We are here to work with you to make sure your equipment is working properly, is the modem you're having issues one of ours? Did the tech try exchanging it or suggest doing so?

0

U

user_uxupjd

Visitor

•

2 Messages

58 minutes ago

The tech did tell me to go to the xfinity store and get another modem, as he did not have access to any new ones. So, I made two different trips to get two more modems. None of those three modems would "finalize" and in all three cases I put my outdated Xfinity modem back in and had online support reactivate it. It is working.

1

0

XfinityThomasD

Official Employee

•

2K Messages

I'm sorry to hear that and apologize as well for the major inconvenience of having to make several trips. We can help look into the equipment remotely and, if needed, can ship the equipment to your home and follow up to help with the activation and any troubleshooting needed. Please send our team a direct message with your full name and address.

To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "Start new conversation" (pencil and paper) icon
Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

How to: Direct messaging within the forum

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

Like

Reply

23 minutes ago

0

Your Home Network

user_uxupjd

Upgraded Modem and live agent support

XfinityJorge

user_uxupjd

XfinityThomasD

New to the Community?