ihrkej's profile

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6 Messages

Wed, Aug 5, 2020 4:00 PM

Brand new gateway, can't connect to wifi

I tried to activate my new gateway with the xFi app, but it failed at the end and connected me to a chat agent. They tried to activate it remotely but were unable to, and said they would connect me to a specialist. The chat session ended and I never heard back... at this point, WiFi did NOT work but ethernet did.

 

Today I called back and actually spoke to someone who also tried to activate my gateway remotely, but AGAIN failed, and tried to transfer me to an advanced tech repair". I was on hold for an hour when the call dropped. I called back and could not get past the automated answering machine which kept referring me to the xfinity assistant. NOW ethernet AND WiFi are both not working and I can't get through to anyone.

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Accepted Solution

Frequent Visitor

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6 Messages

9 m ago

For anyone who stumbles across this, with a similar issue, it was a faulty gateway. I had a technician come to my apartment and swap it out (after trying and failing, himself, to activate it might I add) and it worked instantly.

The issue was getting someone to actually come out and swap it. The phone lines will force you into a 10 minute modem reset EVERY. SINGLE. TIME you want to talk to an agent. Out of the 15 times it restarted my modem, none of them worked. I never even scheduled the technician, he just showed up one day... it's all very unorganized and although I'm happy with the speeds I'm getting, it was such a headache. 

EG

Expert

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87.2K Messages

1 y ago

Give this automated device activation line a shot: 1-855-652-3446. Even if the automation fails, you then get connected to an advanced repair representative rather than a tier 1 phone rep. Good luck !

Frequent Visitor

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6 Messages

1 y ago

Hey, thanks for the response!

 

Unfortunately, it looks like this line has the same prompts has the main one, and the only solution it has for me is to endlessly reset my router, which has, after 7 or 8 resets, not worked yet. The activation prompt tells me there is no new equipment to be activated, yet every rep I have talked to has told me it has not been fully activated. So I am not sure what to do.

EG

Expert

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87.2K Messages

1 y ago

Did you wait to see if an advanced repair rep came on the line ?

Frequent Visitor

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6 Messages

1 y ago

Eventually I got through to someone and they were unable to assist me, and again told me someone would call me back. It's been 5 hours with no call back yet.

EG

Expert

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87.2K Messages

9 m ago

Glad you got it squared away. Good luck ! Now closing this topic.

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