new xfinity gateway modem really slow

i just disconnect my tv package and when i return my TV equiptment they gave me an xfinity modem cause its part of the xfi plan i am on. Prior to this i had no net issues, since i installed the new xfinity modem my net is non existence, and now they are tryna charge me to have a tech come but its not on my end, Can i go back to my old modem? One agen i was talking too said there was an issue with incorrect modem on the billing plz anything helps

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XfinityBrianH

Official Employee

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934 Messages

13 days ago

westside206 Thank you so much for reaching out to us here today with your questions, I can help! Can you please tell me if you connected the new gateway to the same outlet the previous modem was connected to?

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westside206

7 Messages

@XfinityBrianH yes same outlet as previous modem

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13 days ago

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westside206

7 Messages

can u also remove all the modems from my list maybe that might be the issue

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13 days ago

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XfinityBrianH

Official Employee

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934 Messages

westside206 Let's take a look and make sure the correct modem is showing up under the account. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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13 days ago

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westside206

new xfinity gateway modem really slow

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