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user_c652f6
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Visitor

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8 Messages

Sunday, June 20th, 2021 5:33 PM

Closed

No modem?

I live in an apartment complex. The entire complex has this new xfinity cable/internet package. They installed drops to each unit. I can see my unit listed in the WiFi list but we don’t have a password. My account shows we have a modem but we don’t. I’m so confused. 

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4 years ago

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user_c652f6

Visitor

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8 Messages

4 years ago

I’m attempting to upload a screenshot showing Something Went Wrong when trying to view my WiFi Network Details. Plus it shows I have a modem but I don’t think we need one? I hope it uploads. 

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user_c652f6

Visitor

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8 Messages

4 years ago

It won’t upload as it wants text also but won’t allow me to add text without erasing my screenshot lol

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XfinityJamesC

Official Employee

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2.2K Messages

Greetings, @user_c652f6! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues connecting to the WiFi, but you have definitely come to the right place for assistance. Your login should be the same username and password you use to log into this forum (Xfinity ID). Does that work, or is that where you are getting this error?

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

4 years ago

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user_c652f6

Visitor

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8 Messages

No the username and password used to login to my Comcast/Xfinity account does not work. 

4 years ago

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user_c652f6

Visitor

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8 Messages

So in a commercial install such as ours, do we need a modem/router or not? As I stated it shows we have one when in fact we don’t. 

4 years ago

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user_c652f6

Visitor

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8 Messages

@user_c652f6 I can log into the streaming app on my phone using that password but not the WiFi. 

I cannot get the streaming app to work on my TV though. I assume it’s because I’m not logged into Xfinity. I’m still logged into my previous provider. The error message says I must be home for it to work. Of course I am home. 

4 years ago

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XfinityJamesC

Official Employee

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2.2K Messages

That stands to reason. As soon as we are able to connect your TV to the managed WiFi network, your Xfinity Stream app should work correctly.

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

4 years ago

0

Again

Expert

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31.9K Messages

4 years ago

@user_c652f6 Just out of curiosity, how did you connect to get to the Forums?

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user_c652f6

Visitor

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8 Messages

4 years ago

Well I searched through every help/support article I could find trying to figure out the solution on a Sunday. I finally decided to try the forum. 

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XfinityJamesC

Official Employee

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2.2K Messages

No problem! We should be able to get this sorted out for you. Let me pull up your account and see if I can figure out where the issue may be occurring.

 

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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

4 years ago

0

user_c652f6

Visitor

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8 Messages

I initiated a chat and did like you said. It turns out that I have what’s called Xfinity Managed WiFi. So I was given a number to call and spoke with two separate cs reps. The second one was in the Managed WiFi department but said she wasn’t able to email my password to me. She is passing my case on and escalating it so they can email my password again since we never received it. Thanks for your help!!! Hopefully soon I’ll have a password and be all set!

4 years ago

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