Notes

I'm going to reach out to your modem to make sure it's communicating properly. No need to do anything on your side while I run these tests for the next minute or two.
Right now I'm communicating with your device to pull your wireless information and network names. This generally only takes a few minutes and I'll continue to update you on progress.

Kindly help me about your concern so that we can start working on it and make your experience with Xfinity splendid


I will run the trouble shooting on my end and try all possible ways to get the issue resolved over the chat, however if we are not able to get the issue resolved I will scheduled the tech for you

I hope that is fine with you

Please help me with the power light status of the modem is it on, off or flashing




Please make sure that the cable connections with the modem are safe an secured, kindly make sure that the modem is connected to an active coaxial and power outlet

kindly note the approval page will prompt you to set up autopay however if you dont want to turn it on you can simply toggle it to off status and go directly to final page from where you will be able to approve the order from .

There are 3 options regarding this

You can visit to the link https://www.xfinity.com/learn/moving and place the order for the mover order

The movers team is not available over the chat so you can get in touch with them at 1877-685-6683 and they will help you in placing the transfer order

I can also go ahead and place the new service order at the address you are moving to and you will get the same services with the same equipment's and once done you can disconnect the services at the previous old address


I would like to inform you that we are form the internet trouble shooting department and we do not have the access to cancel the services as for the cancellation voice approval is required. In this case you can contact our dedicated team at 18000-934-6489 They are the team over the call and will help you in cancellation of services Once on the call please press 2-1-1 and you will be connected to the live agent over the call.

Please verify ACP eligibility from the National verifier. If eligible, please access www.xfinity.com/ACP to enroll for ACP with application ID received from verifier. Also, ensure that the personal details (name, address and date of birth) submitted in Xfinity "ACP enrollment Form" match with the information in "National Verifier Form. Upon successful enrollment, you will get upto $30 discount on monthly bill.


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Good News:) Xfinity is offering its Xfinity Flex services free of cost to our valued customers

With Xfinity Flex, you’ll be able to stream more than 10,000 free movies and shows, access your favorite apps like Netflix, Disney+, Prime Video and Hulu, and rent or purchase top movies and shows. The award-winning Xfinity Voice Remote makes it’s easier than ever to search across your apps, all in one place.

Please allow me 2-3 minutes to go ahead and check the account information for you.


I apologize, this is taking more time than usual and I realize the importance of your time. Please stay connected.

While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, please refer the link http://wifi.XFINITY.com/ to check available hotspots . All you have to do is to connect using your XFINITY user name and password.

Can you provide the C-MAC address that’s located at the back or bottom of your modem, I want to make sure I'm working with the right device.

Please confirm serial number of the affected box that will be available at the back panel of the cable box.