Complaint: Unresolved Gateway Password Reset, Mishandled Support Chat

Account holder: Mariem Date of incident: August 11, 2026 Channel: Xfinity Assistant chat (agent: Archana), followed by phone call

Summary

I contacted Xfinity chat support to reset the admin login password for my Gateway's local admin portal (10.0.0.1) — not my WiFi network password. I stated this clearly in my first message: "I forgot the password to my admin portal for the Gateway login on 10.0.0.1. Can you help me with that?"

Over the course of a roughly one-hour chat, the agent instead:

1. Asked for and used the CM MAC address, then spent significant time (11:47am–12:04pm) claiming to work on "the password reset" without clarifying which password.
2. Mid-reset, pivoted to selling a plan upgrade (600 Mbps "FAST" plan at $80/mo → 1 GIG plan at $110/mo, discounted to a stated $66.30/mo with autopay/paperless enrollment for 60 months), including bundled Peacock Premium.
3. I explicitly declined the offer twice ("I just need the password reset for now," "No I am not interested thanks"), but the agent continued pitching it and eventually had me approve an order consent link before finishing the original request.
4. After I approved the order, the agent asked me to set a WiFi network password — not the admin portal password I originally requested — and set it to an 8-digit numeric password without further confirmation of what it was for.
5. When the new password didn't work for the admin portal (as expected, since it was never the right credential), the agent first denied the mix-up, then told me to factory reset the Gateway — which I had already done as a software engineer troubleshooting on my own, with no success.
6. My home internet then briefly went offline during/after this process.
7. I asked for a phone number to escalate; the chat was paused due to inactivity before resolution.
8. On a follow-up phone call, the agent directed me to xfinity.com/password and ended the call without confirming the issue was resolved.

Troubleshooting completed on my end (post-chat)

Since the chat, I confirmed "Admin Tool online access" is already enabled on my gateway. I then performed a genuine physical factory reset via the gateway's reset button — confirmed successful because my WiFi network name reverted to the default printed on the device label (XFSETUP-B9C7). However, the admin portal login at 10.0.0.1 still rejects the default credentials (admin / password) with "Incorrect password for admin." This demonstrates that a local/physical factory reset on this gateway clears WiFi settings but does not clear the separate admin webUI credential — the admin password I set at some point in the past is still active and unknown to me. This can only be cleared from Comcast's backend, not by anything I can do locally.

What I'm asking for

1. A server-side reset of my Gateway's Admin Tool web login credential (the local portal at 10.0.0.1) — this is distinct from my WiFi network name/password and distinct from my xfinity.com account password, both of which are fine. A physical factory reset has already been performed and confirmed (WiFi SSID reverted to default) but did not clear this credential, so it requires backend action on Comcast's side.
2. A clear, itemized explanation of the plan change I was moved to (Order ID ending 2034: 1 GIG, $110/mo billed, $35/mo discount x 60 months, additional $10/mo autopay+paperless discount, net stated $66.30/mo), including confirmation of the discount schedule end date and what the price reverts to afterward, in writing.
3. Escalation to a supervisor regarding the handling of this chat — a support request was used as an opportunity to upsell rather than being resolved, and I was given incorrect/contradictory information about what had actually been changed on my account.

Reference

can provide chat transcript (Xfinity Assistant conversation, 08/11/2026, agent Archana).