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user_o88cm6
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3 Messages

10/08/2026 1:23 AM

Your order deserves a little more attention

Earlier today I tried to change to a cheaper plan with a 1yr deal, 300gbs, up from a lower amount. I'm now aware my current set up might not be able to handle the new plan. I am unable to switch back due to the mentioned title popping up anytime I try to goto manage my plan. My internet has not been up since. 

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10 hours ago

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user_o88cm6

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3 Messages

12 hours ago

Ended up buying a new modem.

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XfinityKassie

Official Employee

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2.8K Messages

 

user_o88cm6 Thank you for the update! How's the new modem working for you? Any concerns that we should be aware of before wrapping up? 

 

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.
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10 hours ago

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EG

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122.2K Messages

8 days ago

Moved here.

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XfinityJosephA

Official Employee

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2.5K Messages

7 days ago

Hello @user_o88cm6 have you tried resetting your modem and any equipment? Such as a router if you have one hooked up to your modem. Sometimes when you change service levels your modem needs to be reset because it can't do so automatically. 

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user_o88cm6

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3 Messages

@XfinityJosephA​ I have, several times, power cycled both my modem and router. Left both unplugged for several minutes, the issue still persists. 

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7 days ago

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XfinityJosephA

Official Employee

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2.5K Messages

 

user_o88cm6 it sounds like the modem is offline, let's take a closer look. Please send us a direct message that includes your name and service address To do so, click on the chat icon located at the top right of this forum's page.

 

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 "Start new conversation" (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

    You can see how to send us a direct message here,

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1….

 

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 as Best Answer.tick

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7 days ago

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