3 Messages
free gateway upgrade set up
I manage my mom's xfinity account and kept getting a message to upgrade the gateway. I know her equipment is pretty old so I chose to get the upgraded gateway as well as a new cable box which it allowed me to do. I'm going to be hooking that up as she is 84 and she would not know how to do any of that. She has phone, internet and TV and I'm pretty good with this sort of thing but I guess I just wanted to ask if this was as simple as it seems to be. I will make sure to take pictures how it is currently set up and where things are plugged in. I have the xfinity app on my phone with all her info, as I'm the one that pays her bills, and I have her wifi information. Does anyone know if a new wifi name and PW will have to be initiated or is this as simple as swapping out the equipment and letting everything reboot. I shouldn't worry about things like this but I do. Thank you for any help.
XfinityCliff
Official Employee
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814 Messages
10 hours ago
Hello @user_che38v, and thank you for reaching out here on our Xfinity Community forums.
It sounds like you’re already well-prepared for the equipment swap, and taking pictures of the current connections before you start is a great idea.
The new gateway will need to be activated and the Wi-Fi configured, but the good news is that you can use the same Wi-Fi name and password your mom has now. Using the same credentials should allow most of the phones, tablets, TVs, and other Wi-Fi devices in the home to recognize the network and reconnect automatically.
If any devices fail to reconnect after the swap is completed, I'd 'forget' the Wi-Fi on that device and re-enable it with a fresh start.
I did this a few years back for my own Mom and missed her tablet which decided it didn't want to connect to her modem. 😀
Since you already have the Xfinity app and access to the account, the app can walk you through activating the replacement gateway. For the physical setup, taking those pictures and moving the connections over one at a time should make things much easier.
With Xfinity Voice also on the account, be sure to move the phone connection to the new gateway as well. Once everything is connected and activated, give the equipment some time to finish coming online. A full restart can take a bit of time.
Give it about 10-15 minutes after everything is wired and powered up and make sure you test everything and also make sure you can place and receive a call on the phone line.
If you run into any trouble during the swap, please come back and let us know what’s happening. We’d be happy to help you work through it.
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