Can't get the "install/activate your new gateway" to come up on the app

I have a XB7 gateway that I simply want to replace with an newer XB7 gateway for fear of the old one being defective. When I connect the NEW modem, I can't get the xfinity app to pop up the welcome messsage "setup/activate your new gateway" screen. It just now says, Gateway offline on the app. A search suggests this - "If you're not prompted to activate after signing into the Xfinity app, you can navigate to the activation entry point by selecting the Account icon from the top-left corner of the Overview tab on the Xfinity app and then selecting Activate xFi Gateway or Modem under the Devices" but that doesn't seem to be correct as I still don't get "Activate xFi Gateway" when I navigate to that area. There must be a way to get that welcome screen to come up.

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Responses

CCTravis

Problem Solver

•

546 Messages

3 years ago

Hello, @yknutson

Thank You for taking the time to reach out to Xfinity Support, here on the Community Forum 😀 You have come to the right place! If I am understanding correctly, you picked up a new Xfinity leased XB7 and are trying to activate it, correct?

I would be happy to take a look for you. To get started, and to locate the account, please send our team a direct message with your full name and full address. Thanks!

To send a "Direct Message" message:

Click "Sign In" if necessary
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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
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Customer Service

yknutson

Can't get the "install/activate your new gateway" to come up on the app

CCTravis

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