Visitor
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1 Message
Gateway Replacement
When I use my Xfinity app to test my home network connection, it tells me that my gateway needs to be replaced but when I try to go through the prompts it gives me to get that taken care of I just receive an error. Live chat will not connect me with a representative and the AI agent is not helpful. My gateway consistently is not getting the amount of speed that my plan provides any longer and I keep getting errors when troubleshooting from the website that it can't fix and issues while doing things that require internet. How can I go about getting a gateway replacement??
EG
Expert
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114.1K Messages
18 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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XfinityAmira
Official Employee
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4.5K Messages
18 days ago
Hi user_kbi85g! Thanks for visiting our Xfinity Forum. We value you as a customer and want you to know that my team is always here to support you. I'm sorry to hear that the online prompts are leading you to an error instead of the modem replacement, and we apologize for any inconvenience this has caused you. I know the importance of having a solid connection, so we definitely want to get to the bottom of your speed issues.
You can absolutely swap out the modem for free at your nearest Xfinity Store, or we can get one shipped out to you. Whatever works best! Please follow this link to locate Xfinity Stores near you. If you would like us to get the Gateway shipped out, please send us a Direct Message. Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message icon” (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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