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user_m2tk7v
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Thursday, April 17th, 2025

New Gateway will not activate

I received a new Xfinity gateway (X8?) and attempted to set it up using the app. Once connected to coax cable and power, the light initially turns yellow and then blinks green. I tried both with the new coax cable packaged with the gateway, as well as with the old cable from the old gateway. Both work with the old gateway; neither works with the new gateway. I also tried power cycling the new gateway, disconnecting and reconnecting cables, ensuring everything is connected correctly, etc.

Is there a way to connect with support and speak with a technician? The app only offers to book an appointment to have a tech come to the house, saying that the cable connection does not work. However, the connection is fine - I get service to the old gateway.

Likewise, the automated chat app useless in this case and simply circles back to having me attempt to set up via the app, which I have tried several times, always with the same results.

Again, does Xfinity actually offer live support in any form?

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5 months ago

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XfinityMarcos

Official Employee

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2.4K Messages

6 months ago

Hi user_m2tk7v, thank you for sharing your post here on our Forum and for including those details to get us on the same page. You'll get all the support you need right here in our community, and I'll stick with you until we get this figured out. When you attempt to activate your new gateway on the App, are you able to view the MAC address listed on your account? 

 

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user_m2tk7v

3 Messages

I don't think so, the app never connected to the Gateway.

How would I see the MAX address of the new gateway in the app?

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6 months ago

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XfinityThomasC

Official Employee

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2.9K Messages

Hello, @user_m2tk7v

 

Click on the Wi-Fi radio button at the bottom of the page. Click on, "View Wi-Fi Equipment" and select your gateway > Gateway details, and you will find the Mac Address listed. If your gateway is not listed go back to the services tab and select "Activate more devices" under the Connect compatible equipment heading. Choose the Xfinity Gateway tab to get started. 

 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 months ago

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user_m2tk7v

3 Messages

The entire problem is that the app never connects to the new gateway, hence the new gateway is not listed in the app. Can you get what you need from the serial number of the new gateway?

Again - I need help connecting to and activating the new gateway. It will not connect to the network, the app never connects to the new gateway.

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6 months ago

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XfinityThomasC

Official Employee

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2.9K Messages

@user_m2tk7v

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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6 months ago

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EG

Expert

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113.9K Messages

6 months ago

@user_m2tk7v @XfinityThomasC 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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user_gzuvd9

Visitor

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1 Message

5 months ago

Was there any solution to this problem? I am also having the same problem. Connected new gateway to coax and outlet. When I tapped on activate Xfi gateway, it said “sorry, we weren’t able to connect.” Light was blinking white

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XfinityDena

Official Employee

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3.7K Messages

I would be happy to assist you with activation @user_gzuvd9 Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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5 months ago

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