Visitor
•
4 Messages
How do I activate my xFi Gateway without the use of the App?
My old modem died, so I went to the Xfinity store and got a new xFi Gateway. My phone is no longer compatible with the Xfinity app, so I can't use the app to activate the modem.
I tried to call XFINITY customer service at 1-855-OK-BEGIN (1-855-652-3446) and 1-800-XFINITY (1-800-934-6489). But it was automated messages.
My new modem is plugged in and ready, but it said "I don't see any new devices on your account." -- however I have a new modem directly from Xfinity. I got stuck in a loop of it telling me to download the app, then not understanding that I need another way to get this activated.
Is there any other number I can call to activate it?
Accepted Solution
user_snr9365
Visitor
•
4 Messages
10 hours ago
UPDATE for anyone who has this issue in the future.
I tried one more time calling 1-855-652-3446. It still said the same thing, "I'm not showing any new devices on your account. " But this time, whenever it asked other questions to trigger the automation to pivot to a new script, I just kept saying "activate modem" for everything. This seemed to trigger the need for customer support.
I was finally able to get a real Support Rep to talk to (over text actually; it was quicker than on the phone) and I was able to provide my MAC, rename my network, and get online!
0
0
EG
Expert
•
111.6K Messages
15 hours ago
Try calling 1-855-652-3446. That is their self-install device activation line. Have the RF / CM / HFC MAC address and the serial number of it handy when you call. Good luck !
1
0
EG
Expert
•
111.6K Messages
15 hours ago
Ok, is the indicator light blinking, or is it lit white steadily ?
1
0
EG
Expert
•
111.6K Messages
14 hours ago
Ok so that shows that it's online and the system and reps should be able to see it. I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to assist you with this. You should get a reply here in your topic. Good luck !
0
EG
Expert
•
111.6K Messages
10 hours ago
Glad you got it squared away ! Sorry that the escalation didn't help. The reps usually respond within half an hour or less. They must be very busy today. Be well ! Now closing your solved topic.
0
0