Community Forum

New modem problems

New Poster

New modem problems



I recently got a non Xfinity modem (Motorola MB7621), which says it's compatable with Xfinity. I hooked it up, and after an hour long chat with Amit in customer service, it was activated on my account. I'm trying to set up a router I got as well (TP-Link AC1900) and even though I get internet through the ethernet cable into my computer, it isn't working for the router. And to make matters worse, I'm only getting about half the speed I should be, and when I go on the website, it says my modem isn't communicating. When I try to troubleshoot, it only references my old modem. The cherry on top is, every time I try to get in a chat for help, the "chat unexpectedly closed". This is a problem because Amit had to remove the Xfinity router from my account, so that doens't work anymore, and I require the wifi for my job. Any help would be greatly appreciated. 


Re: New modem problems

Did you power cycle the modem after you connected the router to it ?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!