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.

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user_kfz5v9

Can't Activate an Xfinity XB8

XfinityEricB

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