Visitor
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1 Message
Modem
I was offered a free upgrade to my modem/ gateway but I was sent an older model than what I have. How can I get a newer one?
Visitor
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1 Message
I was offered a free upgrade to my modem/ gateway but I was sent an older model than what I have. How can I get a newer one?
XfinityVianney
Official Employee
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2.1K Messages
4 days ago
Thank you for reaching out to create a new post; I hope you are doing great today, besides the mix-up with the Gateway. I'm sure it was confusing to see another version that was different from what you expected. Typically, we provide a specific gateway based on your speed tier.
If your speeds have not changed, it was likely a small oversight. You would have two options to get another Gateway. We can send you one directly, and you can return the unwanted gateway to the local store. You can, however, also drop off the device and get the new Gateway at the store within the same visit. What do you feel will work better for you?
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