It's real. For faster service, you could try calling (800) COMCAST, or log into Comcast Chat support and they can assist you with the upgrade once they validate your account.
Or you can wait for a Comcast representative to assist you here.
Browse to this link;
Once you place the order, the process can take anywhere from 7-14 business days to be shipped. Within 3 days of the order being processed, you should receive a confirmation email with a tracking code for the shipment. Also, it may take about 24 hours for the team to see the order on their data base.
If you have a question about your order status, contact them at 1-855-242-2876 at least 72 hours after placing your order to allow time for processing.
Or use their "Live Chat" feature;https://www.comcastsupport.com/ChatEntry/Protected.aspx , or go to your local CC service center about this.
You can also contact Comcast Irma;
or Comcast Zach;
http://forums.comcast.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/5931719 via a private message to request it.
Hello rgardenhire, I can assist you with any questions or concerns that you have regarding your modem upgrade. The best way to get the new modem is to go into a local Comcast service center and request one there. You can also follow the steps within the email so that a modem can be sent to you.