Visitor
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2 Messages
xFi Gateway Plan Active But No Equipment Found
I just moved into a new apartment and have an active xFi Gateway plan on my account, but I cannot locate any Xfinity equipment in my unit and have no internet connectivity.
My situation:
- Account shows "1 xFi Gateway" plan is active
- No xFi Gateway device visible anywhere in my apartment
- Apartment has ethernet wall jacks and a Greennet gigabit switch installed
- When connecting PC to ethernet, I get "unidentified network" with 169.x.x.x IP address (no DHCP)
- Building provides separate Xfinity WiFi to residents, but I need wired connection for my desktop PC
Questions:
- Was my xFi Gateway supposed to be professionally installed? If so, no installation has occurred.
- If it should already be installed, where would I typically find it in an apartment?
- How should the xFi Gateway connect to the existing Greennet ethernet infrastructure?
- Do I need to schedule an installation appointment?
I'm ready to schedule a technician visit if needed. My account is active and I'm paying for service, but currently have no way to access the internet through the plan.
EG
Expert
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113.4K Messages
1 hour ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinitySeth
Official Employee
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508 Messages
51 minutes ago
Thank you for getting this in front of us EG 💪 Congrats on the recent move lemmeplaymygames, and thanks for taking the time to let us know how your Wi-Fi has been acting since moving into your new spot! As long as you have an active account setup in your name at the address, there certainly shouldn't be any reason your equipment or services wouldn't be reflecting in the app, and if the apartment you moved into was already setup for services, you shouldn't be needing a technician either. Based on your situation, I definitely want to take a look at the account myself to ensure it was set up properly and more importantly get you back online!
To get started, send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page 👍
(edited)
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