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FranciscoR
1st Reply
1st Topic

7 Messages

Tuesday, January 30th, 2024 11:24 PM

Closed

Xfinity modem issues

Hello,

 I activated my Xfinity modem today and when it activated it showed that 6 devices were already connected. 

5 - CTDI CMTX devices 

1 - Generic Brand Vendor: Intel Corporate 

The modem was also dirty when I took it out of the box. I had to use a Lysol wipe to remove black smudges from the modem and power connector. Is this a refurbished modem. This is 100% unacceptable. 

Question

 • 

Updated 

1 year ago

168

3

0

XfinityLinda

Official Employee

 • 

1.8K Messages

1 year ago

Thank you for connecting with us via our community @FranciscoR . We are sad to hear you have concerns with your modem. You are welcome to swap it out for a new one at your local Xfinity Store if it is not working for you or if you feel uneasy about it. This would be the fastest way to get you a new one. 

1

0

FranciscoR

7 Messages

Yes please.
I would like to swap it out for a New one not another refurbished device. 

1 year ago

0

FranciscoR

7 Messages

1 year ago

I can go to the Xfinity store today. Will they be able to swap it out? 

3

0

XfinityLinda

Official Employee

 • 

1.8K Messages

@FranciscoR Of course! They'll get you taken care of and on your way with a new one.

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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick

1 year ago

0

FranciscoR

7 Messages

Thank you.

Do I need to unregister the modem I’m returning from the app or do I just disconnect and return it?

1 year ago

0

XfinityLinda

Official Employee

 • 

1.8K Messages

@FranciscoR You can just unplug it and take it. It will be removed from the account and swapped out at the store.

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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick

1 year ago

0

FranciscoR

7 Messages

1 year ago

I unplugged the Xfinity modem and connected my old personal modem. When I log into my Xfinity app it says that my “Home internet is offline” but my old modem is working properly. 

The app is searching for my Xfinity gateway modem and it thinks it’s “offline.” When will the Xfinity modem be removed from my account/app? I don’t want to have issues with my app down the line. Please advise 

3

0

XfinityLinda

Official Employee

 • 

1.8K Messages

@FranciscoR If you need to add your modem, you will have to activate it through the Xfinity app. I thought you were just going to run to the store and swap it out with another rental. If so, no need to activate your own modem.

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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick

1 year ago

0

FranciscoR

7 Messages

I connected my old modem temporarily while I go to the Xfinity store. It will be a couple hours before I’m back at home. I can’t be without WiFi at home. 

Will someone be available to respond to my chats in a couple hours 

1 year ago

0

XfinityLinda

Official Employee

 • 

1.8K Messages

@FranciscoR Thanks for clarifying. We'll be here until 12 AM EST.

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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick

1 year ago

0

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