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user_cm4b5z
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09/19/2026 10:50 AM

I'm looking for a phone number for a specialized hardware installation

I'd like to have a phone conversation to arrange a somewhat special internet gateway install for my home in York pa. I've tried the usual Xfinity support number but got nowhere

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EG

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19 hours 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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XfinityChelseaB

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18 hours ago

Hello @user_cm4b5z, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. What kind of installation are you looking for? 

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user_cm4b5z

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18 hours ago

I have my own seperate modem and seperate router. I'd like to retire my modem, have your gateway installed strictly as a modem only and connect it to my router. I've tried this several times doing it myself with Xfinity support but it never worked. I want to talk live to someone who can open a ticket to have this installed and configure at my home by a Xfinity tech. One who understands and has experience in doing this

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XfinityCliff

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670 Messages

Hello @user_cm4b5z.  If you'd like to use your own router or firewall, Bridge Mode is typically something customers enable themselves through the gateway settings. While a technician may help as a courtesy, configuring advanced networking setups and third-party equipment isn't part of our installation process.

We don't directly configure or support third-party routers, firewalls, or networking equipment. However, we can provide an Xfinity modem and ensure it's activated and online by either arranging to ship one to you or you could simply pick it up at a local store. You can then enable Bridge Mode through the gateway's admin interface and connect your own networking equipment.

We could also continue to assist you here through this process if you would like to ensure you're able to get it connected. 

Please let us know if you have additional questions or would like our assistance with obtaining an Xfinity Modem. 

(Thanks @EG  for spotlighting this post for us!  We appreciate you!)

(edited)

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13 hours ago

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user_cm4b5z

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Like I said in my posting I've tried going that route. In fact I've tried it two different times and it's never worked. When you try to do something and it fails and you keep on trying to do it the same way over and over again that's just insane. Quite honestly I'm at the point where if this can't be done simply by having a technician come out and do it. Then the only solution I have is to discontinue Xfinity and go with glow fiber and become a cord cutter customer. We spend around $3,000 a year with Xfinity.. if Xfinity can't offer The simple solution then maybe I need to take my money and go to some other company who will.

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5 hours ago

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XfinityBenjaminM

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user_cm4b5z We understand where you're coming from. We can certainly have a modem sent to your home; we can also have a technician out to install the modem. However, it's very important that you know that our technicians will not typically set up devices outside of the Xfinity modem. This is not something we can include in the work order.

The process to do this is pretty straightforward, so we are more than willing to provide you with whatever instructions would be helpful to you. For context, it involves plugging an Ethernet cable behind our modem into an external router; the modem would then need to be put into bridge mode so that the WiFi signal is only being broadcast by your router.

If you have any other questions or concerns that we can help answer, please let us know.

 

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5 hours ago

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user_cm4b5z

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5 hours ago

I think there's some confusion here. My current router only expects that it be plugged into a modem that supplying the data. So that's all I would be expecting out of the gateway that the technician installs. Just supply Internet to the ethernet Jack on the back of the gateway and nothing else. If the gateway can be configured by the technician to just supply that and nothing fancy that's all I need I believe. Of course I assume that in the process of installing the gateway the technician would make sure that it's receiving the proper speeds that my account is configured for. But that would be between the gateway and the Xfinity coming into my home and that's always going to be xfinity's responsibility to make sure that that is working correctly. There's no expectation of trying to configure anything beyond the gateway heading towards my router that I have from Xfinity as long as it's just supplying the internet data stream like any dumb modem would. Are you and I both on the same page with the same understanding of what the expectations are or am I now missing something

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user_cm4b5z

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4 hours ago

And I will say this is why I wanted a phone call to discuss these elements of it so that everybody myself included were all in agreement as to what I want and what I'll get and what will happen rather than trying to work all that out here and back and forth texts

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user_cm4b5z

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4 hours ago

I've tried multiple times to navigate through the Xfinity automated phone systems to talk to someone at this level that I'm talking to you at and I've never been able to contact someone in the know that could open up a ticket and schedule a technician to come out and do as we discussed. Xfinity hides behind an automated system. You can't even get a hold of someone unless you allow xfinity's automated system to test your connection. I've never found a phone number that allows me to contact a human being and make a request without having to interrupt your services with automated testing just to ask a question or request a service that doesn't involve a situation where we have a technical problem at the moment. So sadly you giving me a telephone number isn't going to help that's part of the problem

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XfinityMarshante

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@user_cm4b5z, thank you for taking the time to share your feedback regarding the automated system. We truly appreciate your input and hope your feedback helps with future improvements. As previously mentioned, we’d be happy to help set up a professional installation so a technician can install an Xfinity Gateway and make sure everything is working as expected with the gateway. After the installation, we’d also be happy to walk you through placing the Gateway into bridge mode and connecting your personal router.

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3 hours ago

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user_cm4b5z

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3 hours ago

Sorry but that's exactly what I've tried to do two times I want the technician to get it into bridge mode when they're here to do the install to make sure that it is in bridge mode and running before he leaves if that can't be done then it doesn't look like Xfinity offers the service at all.

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XfinityMarshante

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@user_cm4b5z, we completely understand wanting to have everything configured and ready to use during the installation. While we can add a note to the order requesting assistance with placing the Xfinity Gateway in bridge mode, we’re unable to guarantee that the technician will be able to complete that request. During the professional installation, the technician will focus on installing the Xfinity Gateway, checking your download and upload speeds, testing the signal strength, and making sure your Xfinity service is working as expected. Bridge mode is considered a self-service setting, and our technicians do not configure third-party routers, personal firewalls, or other advanced home network settings.

I am an Official Xfinity Employee.
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We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 hours ago

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