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I have upgraded to ARRIS TG1682G but the xfinity website still says I have to upgrade

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I have upgraded to ARRIS TG1682G but the xfinity website still says I have to upgrade

I have upgraded to ARRIS TG1682G today but the xfinity website as well as the xi app still says I have to upgrade. What do I do. During setup I did enter username and password for both 2.4 as well as 5 GHZ channels. Was that a mistake. Please help.

Accepted Solution

Re: I have upgraded to ARRIS TG1682G but the xfinity website still says I have to upgrade

Hi RVasishth, apologies you have experienced this. I have sent this to the team for resolution and they should be reaching out shortly. 


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Service Expert

Re: I have upgraded to ARRIS TG1682G but the xfinity website still says I have to upgrade


RVasishth wrote:

I have upgraded to ARRIS TG1682G today but the xfinity website as well as the xi app still says I have to upgrade. What do I do. During setup I did enter username and password for both 2.4 as well as 5 GHZ channels. Was that a mistake. Please help.


Look at your account and see if the modem is listed under Devices.

https://customer.xfinity.com/#/devices

It might take some time for it to appear.




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Regular Visitor

Re: I have upgraded to ARRIS TG1682G but the xfinity website still says I have to upgrade

 Hi RobertWy,

 

Thanks for your response. I did check the devices in accounts and it lists this device as connected but when I click the internet  icon on the top of the page it says that "To access xFi, you'll need to upgrade your service/equipment.Learn more about eligibility requirements." I checked the requirements and it lists my device  ARRIS TG1682G as required to access xFi. I get the same message asking me to upgrade on the xFi app(IOS). I did do the internet setup using the app which worked fine and the interent is working but I cannot access the Xfi features on the website ar the app. Both places are asking me to upgrade to access xfi(the app is asking me to place an order for the updated equipment). Thanks.

New Poster

Re: I have upgraded to ARRIS TG1682G but the xfinity website still says I have to upgrade

I had the same problem. I clicked on the upgrade button online and they shipped me a new device. I went online and it was still stating i need to upgrade. After 5 discussions with a Comcast technician the last guy told me this modem will not work. So i drove to the Comcast store and told them my story the lady said this is the correct modem but switched it out for me anyways. She removed the other devices from my account and i went home and connected everything back up. It finally worked after a few minutes so i was able to set up my Xfinity Xfi but the pause and bedtime modes are not working. This is frustrating because they make it sound so easy. Very frustrated customer right now. Hope they get it fixed!!

 

Official Employee

Re: I have upgraded to ARRIS TG1682G but the xfinity website still says I have to upgrade

Hi RVasishth, apologies you have experienced this. I have sent this to the team for resolution and they should be reaching out shortly. 



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Official Employee

Re: I have upgraded to ARRIS TG1682G but the xfinity website still says I have to upgrade

Hi chaznikole, I have also sent your Pause/Bedtime issue up to the team for resolution. They should be reaching out soon. 


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Regular Visitor

Re: I have upgraded to ARRIS TG1682G but the xfinity website still says I have to upgrade

Hi Brittany,

 

Thanks for your help. The Comcast support team did reach out and resolved the issue swiftly. I was pleasantly surprised by the quick and efficient response to my issue. Everything is working perfectly now... Kudos to you and your team at Comcast. I will tell all my friends about this experience!

Official Employee

Re: I have upgraded to ARRIS TG1682G but the xfinity website still says I have to upgrade

I am glad to hear this issue has been resolved for you. Let us know if you experience any other issues with xFi. 


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Official Employee

Re: I have upgraded to ARRIS TG1682G but the xfinity website still says I have to upgrade

Thank you RVasishth for this update, If you need any further help going forward please reach out to us, we are always here to assist. Have a great day.


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