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bert269
1st Topic

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3 Messages

Friday, June 4th, 2021 7:55 PM

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Own modem and router

I was told today by an Xfinity (online help, level one support) guy that I need the Xfinity modem for the Flex 4k to work. Is this true, as I just returned my device? That's after spending two days on the phone with them and talking to multiple techs. Or is this a case that Xfinity people have NO idea what they are doing or what's going on with their own products?

 Does anyone uses this with your own modem&router? I had mine connected via Ethernet also. Thanks.

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3 years ago

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BruceW

Gold Problem Solver

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26K Messages

3 years ago

https://www.xfinity.com/support/articles/xfinity-flex-faqs says:

Do I need an Xfinity xFi Gateway to get Xfinity Flex or can I use my own modem?

We recommend using an xFi Gateway to use features like our Xfinity xFi digital

dashboard right on your TV, but you can choose to use your own modem instead.

(edited)

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CCMike1

Official Employee

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933 Messages

3 years ago

Hi there @bert269, thank you for reaching out. I appreciate the information and questions regarding 4k working on the flex box.  I’m sorry to hear about your recent experience with support. I’d be happy to help. The Flex box comes free with Xfinity Internet for customers without TV service. We recommend using an xFi Gateway to take advantage of all the features but you can choose to use your own modem. The flex box is enabled to support 4K ultra high definition, or UHD. Are your running into problems connecting to this content?

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bert269

Visitor

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3 Messages

First device I received did not even power on (USB transformer tested on another device and it works fine - another 5v transformer tested om Flex- still not powering on). Second device through error ENT22013 right after welcome screen and did not go anywhere. After three phone calls I was told that I need to have a Xfinity modem (which I refuse to get). Send both Flex devices back. Then received another call from Xfinity and was told that it is not true. Do not need a Xfinity modem. Setup a tech with a third box to install. He confirms that a Xfinity modem is not required and everything works great. Bad devices and 3/4 telephone support that has no clue of what's going on. Unfortunately Xfinity have a monopoly in my area, so no competition. Believe me.....after 23 years a Comcast/Xfinity customer I would be happy to switch - but they got me by the n..tz!

3 years ago

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user_6dd02c

Visitor

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2 Messages

Larry in Tech support just told me that I can't use my flex box with my own modem and was very rude to me and didn't want to help me set up.  I asked to talk to his supervisor and he choice not to transfer me to one or give me his employee ID so that I have a record of who he is.  Yet I am seeing that you can use the box with ones own modem.  

3 years ago

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