1 Message
Cannot active new gateway ARRIS SBG8300
Code:[Edited: "Personal Information"]:E1600:COEM
Trying to activate a 3rd party gateway through the Xfinity app. I believe I am doing everything correct. The new modem sees the network and the app seems to see the modem on their end. It comes up with a generic error message and tells me to try again.
This is a used modem which I didn't think about until now but I'm wondering if this modem is still linked to another account somewhere. I did a factory reset on the gateway but this did not change anything. If it is still linked to another account is there anything that can be done about that. Or do I need to return it and find a different one.
Also, Is there anything else I can do on my end?
I still have the white XFI gateway but I want to own my modem to get rid of rental fees. Do I need to deactivate the XFI gateway before I active my gateway?
Error message states:
Sorry, That Didn't Go As Planned
Please try again. If the problem persists, text an agent for help.
I clicked the link and it gives me an error code (the one I posted at the top) to text to Xfinity. It then tells me no agents are available and to call for assistance. Thought I would try here before calling.
EG
Expert
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110.6K Messages
9 months ago
Moved here.
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XfinityChristy
Official Employee
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2K Messages
9 months ago
Hello, user_2kipx9 and thank you for reaching out via our Xfinity Community Forums. I can understand how frustrating it must be to encounter that error while trying to activate your new gateway, especially after going through the steps like factory resetting and troubleshooting on your own. Thanks for providing all the details—they're super helpful!
It’s possible that the modem could still be linked to another account, especially if it's a used device. I’d be happy to review your account and check on that for you. If the modem is still linked elsewhere, we can definitely explore options to get it unlinked and activated on your account, so no need to return it just yet!
You won’t need to deactivate the XFI gateway until your new modem is successfully activated, so you're good on that front. To take a closer look at things please DM us your full name and address. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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