Can't Activate an Xfinity XB8

I purchased an XB8-T from a neighbor who discontinued their xfinity plan. Now, tech support is telling me that modem can't be activated, that it is "tied" to the previous customer. The Xfinity Gateway is CLEARLY listed on the page of "recommended" modems when you click the option for "bring my own modem" (https://www.xfinity.com/support/devices#auth). In fact, the XB8 is listed on as the newest model on another page (https://www.xfinity.com/support/articles/broadband-gateways-userguides).

So Xfinity's policy is to have a bunch of hunks of plastic sitting around that future customers can't use and activate?

I hope that tech support is in error on this and that indeed this device can be activated. Please advise.

Responses

XfinityEricB

Official Employee

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2.1K Messages

11 months ago

user_kfz5v9 Sorry for the confusion, and I hope this information helps with your concern.

The XB8 is our device, but only our device. No customer can purchase it nor sell one they were leasing from us. We do not sell our XB8 device to anyone at anytime. The person you bought it from did not have the right to sell you the device as we expected them to return it after closing their account. Their final billing will have an unreturned equipment charge on it, but even if they pay it we just hold the money until the device is returned then refund them back the funds. I appologize if they didn't understand this, but we will not be able to add our equipment to your account as an owed device. It is not a device a customer can own.

user_kfz5v9

3 Messages

That is what the customer service rep explained, but Xfinity should REMOVE this device from all the website pages that indicate "bring your own modem" or list of approved devices that you can "bring". This is very misleading to the customer and leads to this type of confusion, where I've now spent money on a used modem that is no good and have to contribute to piles of plastic in landfills. In fact, Xfinity should make consumers aware that used Xfinity modems CANNOT be activated. I've search all over their website and this isn't mentioned anywhere. I just keep seeing that the XB8 is "compatible".

11 months ago

XfinityKassie

Official Employee

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1.7K Messages

user_kfz5v9 I completely hear where you are coming from, and can work on getting the site updated. My recommendation would be to see if you can work with the person you bought the modem from, as they will want to turn it in so they aren't charged for the modem. There is a return process that is gone over with our customer when they are no longer using our services including returning the equipment. This way they don't end up in the gabarge and can be used in the future after we have done the necessary testing for the next customer. This is also part of the Xfinity Terms of Services (section 7). That said, I can see you need to get a working modem for your account. I'd be happy to assist you with getting a working modem. To begin, can you please send a Direct Message with your name, and service address?

https://www.xfinity.com/corporate/customers/policies/subscriberagreement#xfinityequipment

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 which 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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11 months ago

user_kfz5v9

3 Messages

I got refunded and I've set up another modem. I would like to see Xfinity change its website to its clear to consumers the status of the Gateway app.

11 months ago

Customer Service

user_kfz5v9

Can't Activate an Xfinity XB8

XfinityEricB

user_kfz5v9

XfinityKassie

user_kfz5v9

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