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user_g716zz
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Monday, October 7th, 2024 10:53 PM

Upgrade gateway email - I get an error on final submission

I received an email to upgrade my gateway on 9/25/2024. When I click on the link I get to a page that says I currently have a model XB6 and I can upgrade to a "New Modem". 

"1 device selected to be updated We'll send a Self-Install Kit in the mail." I click "continue" and it takes me to a page asking me to confirm. I check the box about returning the used equipment and click "Submit order". No matter which browser I use, and even on my phone, I get "! Looks like something went wrong Please reload the page and try again."

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Updated 

1 month ago

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XfinityTony

Official Employee

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1K Messages

2 months ago

@user_g716zz, hello! Welcome to the Xfinity Forums, and thank you for your first post. I am here to help. I can get the modem upgrade ordered for you. Just send a DM to Xfinity Support with your full name and address to get started. I'll see you there! 

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) or https://forums.xfinity.com/direct-messaging
•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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user_qy0r20

1 Message

1 month ago

I'm having the same problem.

 Posting to access DM

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XfinityAldrik

Official Employee

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1.7K Messages

Thank you for reaching out to us @user_qy0r20! I noticed you have already sent us a DM. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the future we ask that you please wait to be invited to send us a Direct Message. We can certainly assist with upgrading your modem and will be responding to your DM soon.

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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1 month ago

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user_e677y3

Visitor

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4 Messages

1 month ago

I am having the same issue. 

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user_e677y3

Visitor

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4 Messages

1 month ago

Why do you send emails to upgrade your modem and your software gives error messages when you try to submit the request. Not the first time this has happened 🙄

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XfinitySara

Official Employee

 • 

1.3K Messages

@user_e677y3 - Thanks for sharing your similar concerns! You've come to the right place as our Digital Care Team can usually resolve issues fairly quickly, and I'd love to see what we can do to help :) What troubleshooting have you tried so far (i.e. clearing cache and cookies, trying a different web browser, using incognito mode, etc.)?

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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Reply

1 month ago

0

user_e677y3

Visitor

 • 

4 Messages

No issues. Just want to upgrade our modem for better speeds, as Xfinity requested as a free upgrade

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1 month ago

0

user_e677y3

Visitor

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4 Messages

Can someone help with this? Requesting modem upgrade per Xfinity email, but get error message on final submission on link.

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1 month ago

0

XfinityBillie

Official Employee

 • 

2.8K Messages

@user_e677y3 It would be my pleasure to help you with getting the modem upgrade completed. To get started please send us a DM to Xfinity Support with your full name and address.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "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

 


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

Like

Reply

1 month ago

0

EG

Expert

 • 

107.1K Messages

1 month 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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