Visitor
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2 Messages
Can't get CAX80 activated! Please help.
I have have the CAX80 as well and can't get it activated. I purchased one a few days ago to replace my Xfinity Gateway and activated it via Xfinity app no problem. I was kicked offline a few times the last couple days so I decided to reactivate my Gateway again until I return it for another one. (Same model) Tried to activate Gateway via app, didn't work. Called support it activated with issues internet worked fine.
Returned Cax80 for another CAX80. Tried activation via App didn't work. Called support said they received an error message when adding modem router. (They said error was due to their tool being down and to call back at 8am?) Called back today tech received same error when adding modem router. I was put on hold and they fixed the error. (Tool must have been fixed...) Was told modem router showed online on their end and I should be good to. (Conversion ended)
Checked Xfi app, stilled showed offline. Rebooted modem router, still offline. Unplugged and rebooted same thing. I tried to connect to wifi and it brought me to Welcome to Xinity web page instructing me to DL the xfi app to activate service/device. Tried app again to self activate, didn't work. Called tech support again and she wanted to schedule appt for field technician, I declined. (I know it's not a line issue) Called ended with everything looks good and thats all she could do. Call Netgear support for further assistance.
Called Netgear and they had me log into modem router to check status and channels. Connection status good. All channels locked and in spec. Told to test web page in browser, Welcome to Xfinity activate service page again. Netgear told me modem router is not activated. Call Xfinity to activate.
Call Xfinity support for activation. The tech told me this time my modem router shows online ,but not activated. She tried to send a signal and provision it, but said it won't let her due to the modem router having the wrong boot file. Call Netgear support to fix.
Unplugged modem router and connected Gateway again. Called back support and had them activate it again with no issue.
I'm not sure if this is ISP issue or Netgear issue. Calling Netgear back in the am. I'm going to be livid if If this turns out to be an ISP issue.
BTW, all channels on my modem router lock down and are in spec. 2.4 and 5 ghz lights are solid and online status is solid as well.
EG
Expert
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110.3K Messages
4 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast employees for assistance.
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XfinityDena
Official Employee
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3.2K Messages
4 years ago
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. We appreciate your signing up to be a part of the Comcast family, and I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_ec3561
Visitor
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1 Message
3 years ago
I have a CAX 80 on Xfinity. I did not use the Xfinity app to approve my CAX 80. I downloaded the Netgear Nighthawk app (Genie no longer works on the CAX 80). The app will ask you to create account if you do not already have one. Then it will register the device with multiple ISP’s. Once registered, it should show up in the Xfinity web portal page. If it doesn’t you should call Xfinity support line. Also, in my initial setup, I didn’t do anything special except setup a 2.4Ghz and 5.0Ghz network settings. So I would try the Nighthawk app and see if that fixes the issue. I personally have never used the Xfinity app, except for web portal version.
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