Regular Visitor
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6 Messages
Gateway won't connect
I was switching from my ARRIS modem/router to the Xfinity Gateway. The Gateway arrived & I connected it per the instructions & it wouldn't connect. I contacted Xfinity tech help & they did some troubleshooting & told me the coaxial cable was bad & the Gateway wasn't receiving the signal. I reconnected the ARRIS & it works fine. Now, the tech scheduled a service call to replace the cable & Xfinity is charging me $100. I don't understand why my ARRIS is receiving the signal via the coaxial cable & the Gateway is not.
Accepted Solution
EG
Expert
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111K Messages
3 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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Accepted Solution
EG
Expert
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111K Messages
3 days ago
@Ronny2
I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to check the activation status / provisioning. Good luck !
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Accepted Solution
XfinityRichard
Official Employee
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2K Messages
21 hours ago
It was a pleasure, @Ronny2 working with you in private. We do appreciate you and your business!-Richard
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NoNoBadPuppy
Problem Solver
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629 Messages
3 days ago
When you switched to the new gateway, did you make sure the power cable and the line cable were properly connected? What does the light on the new gateway do when you plugged it in? With any new gateway install, it can take a significant amount of time for it to boot up completely. If the tech you spoke with told you that they cannot 'see' the new gateway, did you provide the correct numbers from the label on the new gateway? There is a small chance that you received a defective gateway, but it doesn't happen very often.
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NoNoBadPuppy
Problem Solver
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629 Messages
3 days ago
Was this gateway from xfinity, or from another source?
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Ronny2
Regular Visitor
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6 Messages
22 hours ago
Well, the Xfinity tech just got my Gateway up and running. He stated the device was sent to me in disabled mode. He enabled it & the white light continued flashing instead of being a steady white. He swapped out the Gateway & the replacement booted-up with no problem! The tech was excellent in explaining what he was doing & everything is working now! Just as I suspected, there was no problem with the coaxial cable!!
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