We also received the Xfinity email offer to upgrade our modem. Exchanged our old modem for the new Faster modem at the Xfinity Store. Received NO INSTRUCTIONS with the modem. Plugged it in & let it boot up. NO INTERNET ACCESS! Called Xfinity support for help to set it up. 1. They required that we set up a New Comcast Username & Email Address (email@example.com)! Also needed new Wireless name & password. This took awhile. Modem finally re-booted & we had internet access on our computers & cell phones. The Tech recommended I get the "Xfinity My Account" App to access our modem & manage our account. I got the App, but I could not log in. I had the new Username, but no password. Message said to call Xfinity for a password reset code. 2. Oops! Also forgot the home phone through the modem. Called back, but initial tech support could not make the changes to add home phone to the new modem. Transferred to "More Technical Support", looonnnggg wait time. FINALLY got help & got the home phone switched to the new modem, looonnnggg reboot time again. Got a new password for the Xfinity Account (after having my wife authorize me to make changes to OUR account, TWICE, once on my cell phone & again on our home phone), But she approved me. I was then told I could add or change any of her information for our account in the Xfinity My Account App. So I said OK. BUT, when I enter the cell phone numbers, the account app tells me that those numbers are already in use for another account! Same thing with our email addresses! Frustration!! I will try again tomorrow. THERE MUST BE AN EASIER WAY TO UPDATE A MODEM!! Why do we need NEW User Names & Email Addresses to change a modem? Xfinity already has all our information, why can they not just transfer the information from the old, deactivated modem to the new modem? OR, have the modem registered on our account, remove the old modem & add the new modem. Xfinity's process is VERY TIME CONSUMING, And Stupid! So Frustrating!!
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