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xFi app not working after replacing modem

Frequent Visitor

xFi app not working after replacing modem

I replaced my modem because the xFi app was not working. I was getting a message that I had to upgrade my equipment. Now that the new modem is in place I am getting the attached when I open the app. I called the number shown and the girl I spoke didn't really seem to know what I was talking about. Can anyone help me with this, please?Screenshot_20170826-235710.png

Official Employee

Re: xFi app not working after replacing modem

Hi thomas13470, I just took a look at your account and your new modem is compatible with xFi, but there is additional work needed on the backend to get xFi up and running for you. I have pulled your account information and will be sending it to our support team for resolution. 

New Poster

Re: xFi app not working after replacing modem

I am having same problem. Have the new Cisco modem and am getting these two errors:
New Poster

Re: xFi app not working after replacing modem

Sorry these errors
F0565DE1-70DB-4A56-87FA-25D4FA2E9A12.png
Official Employee

Re: xFi app not working after replacing modem

Hi DMS36, I checked your account and it looks like your Gateway is xFi enabled. Please logout of and completey close the app, and then log back in and let us know if you are still receiving this message.

 

New Poster

Re: xFi app not working after replacing modem

Brittany,
I am fully aware that it is enabled. I spent 2 hours on the phone with tech support today. I have logged out and relogged in. Deleted and reinstalled app, reset modem etc etc.
Official Employee

Re: xFi app not working after replacing modem

Hello DMS36. If you are still experiencing trouble using xFi, I'd like to attempt to send a provisioning hit to your modem. To get started, please send me a private message and include your full name, service address, and account number so I can access your account.