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user_kvkbwq
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Visitor

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3 Messages

Monday, October 6th, 2025

Can't log into network with new xfinity modem

Hi. I just picked up a new xfinity modem and I can't log into the network using my original password. The network is called [Edited: "Personal Information"]. My account # is [Edited: "Personal Information"]. Also, I am not home with the TV because my cell service isn't working either.

Thank you,

[Edited: "Personal Information"]

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19 days ago

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XfinityMarshante

Official Employee

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617 Messages

20 days ago

Hello @user_kvkbwq, Thank you for taking the time to leave a post.  Sorry to hear that you are having issues logging into your modem.  Since you have a new modem, your old credentials will not work with the new network name. Have you tried activating the modem in the Xfinity app?  I have attached an article with steps for updating your network name and password, and also how to log into the modem with the admin tool. View and change your WiFi network name and password

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user_kvkbwq

Visitor

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3 Messages

I'm not able to use the xfinity app. It says I'm signed in, but am not an authorizrd user and so can't use the service. Through a chat assistant, I changed the owner to myself a couple of weeks ago, but I guess it didn't take. Not surprised.

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19 days ago

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user_kvkbwq

Visitor

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3 Messages

19 days ago

I'll probably just go to the local xf store. Sick of dealing with this!

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XfinityJustinC

Official Employee

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1.7K Messages

@user_kvkbwq thank you for the follow-up, and sorry to hear you're not able to use the Xfinity App. When you were updating the authorized user information, was that following the steps outlined here? https://www.xfinity.com/support/articles/primary-and-secondary-accounts

If your profile has been updated to primary or manager, you should have full access to the account. 

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19 days ago

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