1 Message
Appointment with Technician
Modem has thin, colored, plastic wires that are outside the white containment wire. This has always been that way since they installed the modem. However, now all the wires are disconnected from where they should be. I need a technician as soon as possible as I work from home and have no internet since yesterday.
EG
Expert
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107.1K Messages
26 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityLinda
Official Employee
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1.4K Messages
26 days ago
Thank you for connecting with us today about the trouble with your service, @user_1neg9y. I understand how frustrating this could be as I work from home as well. Now, I have personally never seen any of the wires from the inside of our modems, so this is a surprise to me. Just curious, but were you able to remove the casing, and see the wires were no longer connected? If a modem swap is needed, you are welcome to swap the modem out at your nearest Xfinity Store. This would be the fastest way to get a new modem. There is no charge to swap it out. If you are not sure, we can also troubleshoot first with you to make sure the modem is the issue.
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