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user_r342r4
1st Topic

2 Messages

Thursday, August 1st, 2024 8:44 PM

New modem for NOW internet

I am trying to get a new modem for my NOW internet plan. The virtual assistant gives me places to check in my account but it all errors out and will not proceed. It tells me I need new equipment and after that an error and directions to contact support. I have tried virtual chat with live agent and could not find anyone available the many times I checked. The 1-800 number only sends me the virtual assistant link and then disconnects from me. I have had the NOW service less then 30 days and after the first few days the modem cuts out, now the outages are up to about 20 times a day, requiring unplugging and restarting or waiting 15 minutes for the modem to kick back in. I will keep trying the chat and phone number but hoping that the community can help me faster. 

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Updated 

6 days ago

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EG

Expert

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107.1K Messages

4 months 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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XfinityAlyssaA

Official Employee

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1.7K Messages

4 months ago

Good afternoon @user_r342r4, and thank you for taking the time to reach out on our Community Forums with your modem concerns, we appreciate it. I'm such a fan of our new NOW service so I'm sorry to hear that you have been having issues enjoying it so far due to the issues with your new modem, but rest assured you've reached the right place to help. We appreciate you trying to reach out using our virtual assistant, and we'll be happy to forward the feedback regarding the issues with the errors. 

 

I see that you stated though that it said you need new equipment. You can swap out your equipment by visiting your nearest XFINITY Retail location. Please visit https://www.xfinity.com/local/store-offers to find your nearest location along with the associated store hours. 

 

If it's more convenient though, our team will be happy to help troubleshoot your modem concerns further. Please let us know as we want to make sure this gets resolved so you can start enjoying your new NOW service. 

 

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user_r342r4

2 Messages

Thanks for your quick reply. I stopped by a store two days ago and was told they don't do equipment exchanges for the NOW service in store. I do like the service and would love to have it working properly again. 

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4 months ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

Thank you for your response @user_r342r4 and letting us know they told you in store that they don't do equipment exchanges for NOW Internet in store. We definitely want to get it working properly for you again as well. Let's get your account pulled up, run through some troubleshooting steps and if needed, see if we can get a new modem sent out or a dedicated technician. Either way, we want to make sure we do our best to get this resolved for you. :)

 

To get started, can you please send us a Direct Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers? To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

We look foward to working with you further! 

 

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

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user_c930pg

1 Message

6 days ago

I am so frustrated with this process. I've been trying to get help for 10 hours now and apparently all that needs to happen is for someone to "enable my modem." If it's that easy, why can't the dozen of people and robots I've communicated with do anything about it? 

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XfinityRay

Official Employee

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2.2K Messages

I apologize that you are feeling that way, user_c930pg, but understand with working on this for so long. Our NOW product team is available through our Xfinity Assistant Chat only and not through our other channels such as 1-800-XFINITY. You will need to work directly with them to get the modem replaced. Only the NOW team has access to your account to help with this. 

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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6 days ago

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