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Can't get my Xi5 activated after move

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Message 1 of 4
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The technichian came and set up all new equipment at my new location (3 miles from old apt) but didn't have an Xi5. I called customer service to get my exisiting Xi5 activated but the system wouldn't let him. Does anyone know how I can make this work? I would have to run the cable around doors and multiple windows to make it to my living room tv. 

3 REPLIES
Posted by
Official Employee

Message 2 of 4
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On the gateway, is the moca on? Do you know if it's on your account?

Edit: there is no Xi5 listed on your new account. Only customer service might be able to transfer it from your old account to the new one.



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Message 3 of 4
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Thanks for the reply. MOCA is enabled. The rep was able to get to the last step before it prevented him from addidng it to my new address. I don't understand why it won't work if he can see it on my old address and it was a move. 

Posted by
Official Employee

Message 4 of 4
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Hello, and thank you for reaching out to us. I would be happy to assist you from here. Can you verify your account information with me? I would need your phone number, full name, and service address. You can private message me by clicking my name and clicking private message. Thank you




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