There appears to be no way to talk to a real person about service problems. Their "live" service" is all pre-canned questions with scripted answers. They do not understand simple statements like "my router has died" or "how do I get a replacement?" or "I probably won't be home if you send a technician" or even "where is the nearest Comcast/Xfinity store?". I do not live full time at the location where I have Comcast/Xfinity service. When i went there yesterday I first found I had no internet service so I first checked the router - ALL lights were out. I hecked the wall plug and verified it was still live. The cordless phone base station plugged in to the router and same outlet was still live, but the phone had no dial tone. I unplugged and repluged both the internet and power connections -no change, router is still dead. I did not check the TV service. As a final check at our other home, where we have the exact same model router from a different carrier, I verified that the router does not have to be connected to the internet for the activity lights to be on so long as power is still applied - they just won't indicate any activity. So our internet connection may be dead also So, a week from today I will be back at our other home, verify that nothing has changed, pick up the router, and head to town to the nearest Comcast location where I got this device. Hopefully the people there have not been replaced by droids.