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athenshellas
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Monday, February 17th, 2025 10:15 PM

Storm-Ready Wifi Not Working after Move

Storm-ready Wifi was working correctly before moving and acquiring a new gateway for the new location.  I am trying to follow the troubleshooting tips and remove the device via the Xfinity app without success.  

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Updated 

28 days ago

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XfinityDemitrius

Official Employee

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1.7K Messages

1 month ago

Hey @athenshellas, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the activation and transfer of the Xfinity Storm-Ready WiFi device. I would be more than happy to offer my assistance looking into this further for you.

 

I see that within your posting, that you recently transferred services and acquired a new modem. Do you still have possession of the old modem? As the Xfinity Storm-Ready WiFi device may be linked to the old one still, it will experience issues associating with the new modem. All we would need to do is get the old Xfinity xFi Gateway online/activated, remove the Xfinity Storm-Ready WiFi device, then activate the new Xfinity xFi Gateway, then everything should be good to go.

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athenshellas

Visitor

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3 Messages

Thank you for the response.  Sadly, no.  The modem was returned to a local Xfinity store along with all the other hardware (security, DVR, digital boxes, etc.).  With the move, they wanted to upgrade all of our equipment.  The staff at the Xfinity store did not say anything about disassociating the Storm-Ready WiFi.  Hopefully, there is another way.

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1 month ago

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XfinityJeniece

Official Employee

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3K Messages

Thanks for confirming those details, athenshellas. Let us take a look at your account to see if we can help! 

 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
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.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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athenshellas

Visitor

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3 Messages

Issue resolved via Direct Message (as directed above) and phone consultation / escalation to engineer.  Thank you!

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30 days ago

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XfinityDena

Official Employee

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3.1K Messages

Thank you for that update! If you have any additional questions you can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST. Please have a safe and healthy weekend!

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

Like

Reply

28 days ago

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