1 Message
Would like to test old modem instead of XFI gateway
I've been having major packet loss and network jitter problems, (since upgrading to the gateway), and I've troubleshooted basically as much as I think is possible. I've ensured that it's not the router settings or computer settings, bad cables, etc. I would like to test my older Arris SURFboard modem to see if this would resolve the issue, but I have Xfi complete. All the correct lights show up when I hook the old modem up, but it doesn't show up on the Xfinity app. Would it be possible to temporarily test my old modem?
XfinityJeniece
Official Employee
•
3.2K Messages
2 years ago
Hey there, @lisah12, thanks for reaching out through Xfinity Forums regarding your modem and connection concerns. We would be happy to help you with troubleshooting your connection as I want to ensure your services are working for you. If you would like to try out your previous modem, we would need to remove the xFi Complete from your account and add the old modem back to the billing system.
Please send us a direct message with your name and service address, so we can assist you further. To send us a Direct Message, you will need to sign in to the Forums if you are not. Then you will need to locate and click on the "Direct Message" icon located in the upper right corner of this page. Next, click the "New Message" (paper & pencil) icon and type "Xfinity Support" in the to line, and select "Xfinity Support" from the drop-down list. You can proceed to type your message in the text area near the bottom, and press enter to send the message. Please let me know if you have any questions.
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