Visitor
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1 Message
VERY Loud gateway Noise
Just activated a new gateway and it is humming and changing pitch of the humming so often it is difficult to sleep. it sounds like there is something broken and it is hot to the touch. Trying to get a new one via the app is a nightmare.
user_bb801b
Contributor
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167 Messages
3 years ago
Hey, Happy Holidays!
That's not supposed to happen, not sure which "gateway" you're referring to but not thinking there are any moving parts or other components that would make noise? Perhaps there is a fan in there somewhere but have not experienced fan noise or other noises for that matter with any of the "gateway" internet connected devices used.. Ever...
May be worth a contact 2 customer support to replace that unit. Would really be interested in findings of noise source if that's indeed the case.
Just my .2 cents.
Thanks and good luck.
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EG
Expert
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107.5K Messages
3 years ago
@user_f52ede
It's a malfunctioning cooling fan. A common issue. There is no fix other than getting them to swap it out for another.
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CCMacey
Gold Problem Solver
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541 Messages
3 years ago
Good morning, @user_f52ede, and thank you for reaching out through our Community Forums page with your modem concerns. As our Community members have said, that's definitely not supposed to happen with your modem, and it sounds like a replacement is in order!
There are two quick and easy ways to get your modem swapped. First, we can help with ordering a replacement modem for you through our Digital Care channel for self-install. This method generally takes 5-7 business days for the new modem to arrive, and you just need to get the broken one back to us.
The second option is that you can head to your local Xfinity Store and do a quick swap at the counter right there, where they can hand you a new modem for you to take home and you can leave the broken one with them. Easy peasy!
If you'd like us to help get a new modem out to you, please send us a Private Chat Message, and we'll be glad to do so. Please include your first and last name and service address in your message to help us get started.
To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select “Xfinity Support” and you will be able to speak with the next available specialist.
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