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n24our
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Friday, November 14th, 2025 11:19 PM

Dirty/Damaged Gateway Modem

The Gateway Modem I received was damaged and covered with dirt, dust and pet dander. The representatives told me there was nothing they could do to help me. They said my only two options were exchange it at the nearest Xfinity Store (which is 65.5 miles from my house) or disconnect my service.  Is it possible to receive a clean Gateway Modem without exchanging at an Xfinity Store?

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13 minutes ago

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EG

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114.5K Messages

9 hours 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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XfinityDena

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3.8K Messages

9 hours ago

I am sorry to hear your modem was damaged @n24our. Do you have standard residential services or NOW? 

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n24our

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I just switched from residential service to NOW.

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8 hours ago

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XfinityDena

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3.8K Messages

Thank you for that information. We have limited access to NOW on this platform. You would need to reach out through your NOW portal. @n24our 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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8 hours ago

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n24our

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I did Dena.  I was told my only options were to exchange it at a Xfinity Store or disconnect my service and return my equipment.  How can I reach out through the NOW portal?

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8 hours ago

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XfinityDena

Official Employee

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3.8K Messages

@n24our you would visit the link: https://customer.xfinity.com/now 

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

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8 hours ago

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n24our

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Thank you for the link Dena.  Unfortunately, it only gives me option of returning it to the Xfinity Store which is 65.5 miles away.  It appears there is no support for Xfinity NOW outside of making the drive to a Xfinity Store.  I am very disappointed.  Thanks again for your help Dena.

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7 hours ago

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