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user_jlb4ma
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3 Messages

Thursday, October 9th, 2025

update modem

Xfinity app says I'm not connected and cycle the modem power to try and fix and that my modem won't support my current speed tier. The account/modem is for my 2nd home in Florida, I'm currently at my other home in Virginia, so I cannot execute the "cycle-power" suggestion. However, I will be in FL in about one week. Also, while navigating your web pages here and through the App, I saw reference to updating the modem. If this is true, can the new modem be sent to my Virginia address (same as my billing address) by 10/15/2025? If not, can the modem be sent to the FL house to arrive by 10/18/25, but no sooner than 10/16/25? 

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4 days ago

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EG

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114K Messages

11 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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XfinityThomasB

Official Employee

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2.3K Messages

11 days ago

Howdy user_jlb4ma

Happy to explore the shipping options with you! We would need to send the device to the primary location of the account, we are not able to route it to a different address. 

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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.

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user_jlb4ma

Visitor

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3 Messages

I tried that but didn't see my concern as expressed previously. Also, no new info via the iphone app. The "service address" is [Edited: "Personal Information"], but "100" is technically my next-door neighbor. The mailing address for our service is [Edited: "Personal Information"]. (The utility pole that carries our cable is on the property line. I was unsuccessful trying to get the address fixed soon after our account was opened.) It would be whole lot easier for your service member to call me at [Edited: "Personal Information"] (same phone as on my account). 

(edited)

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11 days ago

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XfinityThomasB

Official Employee

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2.3K Messages

user_jlb4ma We are a corporate team, and would love to help you get this sorted out., but our support is dedicated to here on our forums. You just need to send us a direct message, and we can easily get this sorted out. I am showing that we have the location correct in our system, just send me a direct message and I can get you all taken care quickly. 

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

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user_jlb4ma

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A was able to speak with a person after a few rounds of circular conversation with the automated "assistant". My thanks to the people who helped me out!

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4 days ago

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XfinityChristy

Official Employee

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2.4K Messages

 

user_jlb4ma That's excellent news! I'm really glad to hear you were able to connect with a person and get the help you needed. Thank you for letting us know things are sorted out, and I apologize for the initial "circular conversation" with the automated system. It's always great to hear our team members were able to step in and help you out! 
 

Another fantastic tool at your fingertips is the Xfinity app. It’s perfect for troubleshooting and checking your bill. —all in one place! If you haven’t downloaded it yet, here’s a link: https://comca.st/2zsiyBf. I hope your day is awesome and your weekend even better! 😊

 

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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4 days ago

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