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user_88eqiw
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Visitor

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1 Message

Saturday, October 18th, 2025

Live Agent

Currently without wifi on 10/18 and the assistant said the earliest a helper can come is 10/26… tried getting in touch with a live rep. And the ai ended up hanging up on me. I need my wifi for work without it I can’t do anything.

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13 hours ago

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XfinityEricB

Official Employee

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2.6K Messages

2 days ago

 

user_88eqiw Thanks for reaching out for help about your service issue. I would be happy to assist in any way I can with getting you the help needed! 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

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JEBEC3

New Poster

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12 Messages

1 day ago

I can not connect my printer to wifi  after getting a new gateway modem and therefore con not print out design plans needed for a job. I can not find support anywhere and the phone support is ridiculous with nothing but some stupid Ai that does not understand the problem. What is a real person supposed to do to get help?

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XfinityDena

Official Employee

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3.7K Messages

Thank you for reaching out. I had an issue with my WiFi printer not connecting to the WiFi when I got a new printer. Have you reviewed the steps from the manufacture of the printer to set up the WiFi? @jebec3 

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1 day ago

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JEBEC3

New Poster

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12 Messages

yes I have and it is said that I may need to add my MAC address of the printer to the router to allow access but how do I do that with no access to my router settings? 

XB8 Gateway

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1 day ago

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XfinityOrlandoM

Official Employee

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2.6K Messages

@JEBEC3

 

Great question , to access your gateway setting, Go to the Admin Tool at http://10.0.0.1. Log in using your Admin Tool username and password (not your WiFi credentials). If you haven't changed them, use the default username "admin" and the password found on the sticker on the bottom of your Xfinity Gateway. After logging in, you can navigate to various settings such as Advanced > Remote Management.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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1 day ago

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JEBEC3

New Poster

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12 Messages

unable to access the admin tool if you look into it you will see that it is not accessible with the gateway XB8

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1 day ago

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XfinityOrlandoM

Official Employee

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2.6K Messages

The options are should still available with the XB8 modem, 

  • You can also Use the Xfinity app:
    • Open the Xfinity app and sign in with your Xfinity ID.
    • Go to the WiFi or Connect tab.
    • Select your gateway and then go to Gateway Details to find a list of connected devices with their MAC addresses. 
  1. Enable MAC filtering and add the printer 
  • In the gateway's settings, find MAC Filtering or MAC Filtering within Home Network, Connection, or Advanced Settings.
  • Set the MAC Filtering Type or MAC Filtering Mode to "Enabled" or "Allow".
  • Find the list of devices. You may be able to select your printer from a dropdown list of connected devices or you may need to manually enter the MAC address you found in the first step.
  • Click Add or Save to confirm the addition. 
  1. Restart the devices 
  • After saving the changes, restart your printer and the Xfinity gateway to ensure the new settings take effect. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 day ago

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