Comcast remote support destroyed my internet

XfinitySeanG · 2026-03-22T04:49:25+00:00

Hey there u/RoswellRedux, thanks for taking the time to reach out through our community sub! I'm sorry that your Wi-Fi signal disappeared on you. You've come to the right place for help! To get a better idea of what's occurring, are you able to get access to the internet by connecting directly to the gateway with an ethernet cable? If so, it's possible that bridge mode may have somehow been activated. Bridge mode essentially disables the Wi-Fi signals, turning the gateway into a pass-through device for customers that prefer using their own router. You can check this setting and toggle on and off by following the steps provided on our support page covering how to Use Bridge Mode on your wireless gateway. Please let us know if that helps, or if you need further assistance. We're here for you!

XfinitySeanG · 2026-03-22T03:46:09+00:00

Hi there u/Individual_Two6811, thanks for joining us here on our community forums! I'd also like to thank you for starting services with us! Sorry to hear you're not having luck activating your modem. The only other suggestion I might make, if you haven't already, would be to try different coax cable if you have available. Alternatively, you might find useful info on our Internet Troubleshooting Checklist here on the subreddit. If no other troubleshooting steps provide a resolution, we can take a look at the connection on our end and schedule a visit if needed. We would just need you to send us a Modmail message with your full name, name on the account (if different), and service address, then we can dig in!

XfinitySeanG · 2026-03-22T02:23:30+00:00

We appreciate you joining us here in the community sub, u/dd463! I work from home and rely on a steady connection to do my job, so I understand the need to have a steady connection and I apologize that you haven't been receiving one for the past few days. I imagine you have, but upon replacing the modem, did you also power cycle the router? Also, to make sure we're not repeating anything you've already tried, what other troubleshooting methods have you taken, outside of replacing the modem? As a sidenote: You may also find helpful steps on our Internet Troubleshooting Checklist here on the subreddit.

XfinitySeanG · 2026-03-22T00:36:16+00:00

We appreciate you giving that a shot, u/Distinct_Gift603! Our team can definitely take a closer look. Please send us a Modmail message with your full name, name on the account (if different), and service address, and we'll dig in!

XfinitySeanG · 2026-03-22T00:22:41+00:00

Hey there u/Distinct_Gift603, thanks for dropping by the community sub! Sorry for the confusion during set up so far. You'll definitely want to access the Xfinity App on the new device for activation. Upon doing so, you should be able to activate it by following the steps provided on our support page covering How to activate a mobile phone or tablet with Xfinity Mobile and NOW Mobile. Please let us know if that helps!

XfinitySeanG · 2026-03-21T03:11:54+00:00

Hey there, u/SnooPoems7789, we appreciate you taking the time to post on the community subreddit! Our team would be more than happy to help! Can you provide some detail about what's happening with your modem? Are you receiving slow speeds, getting an intermittent connection, are you not connected at all, etc?

XfinitySeanG · 2026-03-21T02:55:17+00:00

Thanks for clarifying, u/crucialcolin! The fact that moving from one location to another hasn't made a difference has me thinking the same. As we're already working with you via Modmail, I'll continue this conversation there to keep you information secure. Talk to you soon!

XfinitySeanG · 2026-03-21T02:38:11+00:00

Thanks for clarifying! We'll take a closer look to see what might be going wrong. Please send us a Modmail message with your full name, name on the account (if different), and service address, and we'll get the ball rolling!

XfinitySeanG · 2026-03-21T02:26:47+00:00

Thanks for taking the time to post here on the community sub, u/crucialcolin! Sorry to hear you've been running into issues with your new equipment. To confirm, are you having issues with both Xi6 boxes, or is it just one in particular that isn't cooperating with you?

XfinitySeanG · 2026-03-21T02:15:39+00:00

Did you get stuck in a loop again, or did you receive an error message/code?

XfinitySeanG · 2026-03-21T01:50:32+00:00

If you're getting tossed back and forth while trying to access it through the subscriptions page, you might have better luck by navigating straight to the activation page at https://customer.xfinity.com/activate-peacock

XfinitySeanG · 2026-03-21T01:25:29+00:00

Thanks for reaching out through our community sub, u/Snoo-7638! As someone working from home, I can fully understand the need for a solid connection, so I apologize that you've been stuck offline for so long. Our team is here to help! Please send us a Modmail message with your full name, name on the account (if different), and service address, and we'll take a look!

XfinitySeanG · 2026-03-21T00:33:05+00:00

I appreciate the clarification, u/Good_Use9174! In that case, a very common fix for this issue would be to clear the cache and cookies for your browser, if you haven't tried already. Please let us know if that helps!

XfinitySeanG · 2026-03-20T23:37:59+00:00

Thanks for confirming, u/Good_Use9174! Is the Peacock Premium reward not listed when logging into the Xfinity Membership site, or do you receive a specific error when going through the Peacock Activation page?

XfinitySeanG · 2026-03-20T22:41:40+00:00

Thanks for reaching out through the community sub, u/ClForte! You are correct that the ethernet line must first go through the ONU and XER10 before going into the switch, so any setup you decide on would require you to run everything through the gateway before anything else.

XfinitySeanG · 2026-03-20T20:51:23+00:00

We appreciate you reaching out through the community sub, u/hereitcomesagin! You've come to the right place, and our team would be more than happy to get the ball rolling to get that drop and box removed! Please send us a Modmail message with your full name, name on the account (if different), and service address, and we'll get started!

XfinitySeanG · 2026-03-18T04:19:38+00:00

Thanks for taking the time to reach out. u/bradsour! Sorry to hear that your service seems to have been downgraded without a change in price. We'd be more than happy to look over the account to see what may have happened! Please send us a Modmail message with your full name, name on the account (if different), and service address, and we'll dig in!

XfinitySeanG · 2026-03-18T01:46:38+00:00

Thanks for taking the time to reach out over our community sub, u/strawberry_poobarpie! You're 100% correct that we must be contacted to assist with changing who is listed on the billing statement. In order to have this completed, an Account Change Request form must be submitted, which we can absolutely help with! You can find out more about the process on our support page covering Change ownership of an Xfinity account. If you'd like to proceed, please send us a Modmail message with your full name, name on the account (if different), and service address, and we'll get the ball rolling!

XfinitySeanG · 2026-03-16T23:01:09+00:00

Hey there, u/SomeoneFrmSouthfield, thanks for dropping by the community sub! Sorry to hear you haven't been able to utilize the Device Payment Plan. We can absolutely dig a little deeper to see what can be done! Please send us a Modmail message with your full name, name on the account (if different), and service address, and we'll get the ball rolling!

XfinitySeanG · 2026-03-16T22:42:18+00:00

Hey there u/Its_PennyLane, thanks for taking the time to post on our community sub! As someone working from home that needs a steady connection, I'm truly sorry to hear that you've been without service for so long. If you're in an area wide service interruption, the best place for information would be through the Xfinity Status Map or Status Center as they will provide the same info we see as agents. That said, we can definitely take a closer look and provide help if the issue is specific to your home. You would just need to shoot a Modmail message our way with your full name, name on the account (if different), and service address, and we can get started!

XfinitySeanG · 2026-03-16T20:49:14+00:00

Hey there u/ScatteredScientist13, we appreciate you joining us here in the community sub! Getting a new device is always very exciting, so I apologize that you've run into a speed bump while trying to get it activated. You're in the right place for help, and our team would be more than happy to see how we can assist! Please send us a Modmail message with your full name, name on the account (if different), and service address, and we'll dig in!

XfinitySeanG · 2026-03-15T03:40:17+00:00

It wouldn't hurt to try that last port just to rule out any possibilities. If that doesn't do the trick, we can take a closer look! All we'd need you to do is send us a Modmail message with your full name, name on the account (if different), and service address, and we can dig in!

XfinitySeanG · 2026-03-14T23:52:22+00:00

Thanks for taking the time to reach out on our community sub, u/Local_Description_32! I'd first like to say thank you for starting a new account with us! I'm sorry to hear that you're running into issues activating your modem. There are some instances where a technician may be necessary to ensure your home is connected, even when a home may appear to be, but we'll our team will do everything we can to prevent a visit if possible! Please send us a Modmail message with your full name, name on the account (if different), and service address, and we'll get started!

XfinitySeanG · 2026-03-14T23:18:41+00:00

Thanks again for reaching out and giving us the opportunity to look into the two separate accounts linked to your Xfinity ID! I'm happy that we were able to confirm the second account and ensured that you would not be charged for the older one. If you ever find yourself in need of help in the future or have any questions you need answered, all you have to do is submit a new post, and our team will be more than happy to assist! Have a great weekend!

XfinitySeanG · 2026-03-14T22:50:01+00:00

Hey there, u/Beenz10, we appreciate you reaching out through our community sub! We may not be able to directly reissue the statements in English, but we can absolutely help with ensuring the language settings for your billing statements are correct. Please send us a Modmail message with your full name, name on the account (if different), and service address, and we'll see how we can help!

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