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user_grfa2x
1st Topic

Visitor

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7 Messages

Monday, July 13th, 2026 8:42 PM

Outage due to new modem

I have a an outage due to receiving a new router/modem, and now I can not get past the AI to talk to a person to help me. I have no clue what to do at this point.

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2 hours ago

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XfinityJon

Official Employee

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1.6K Messages

3 hours ago

Good afternoon user_grfa2x. I am happy to assist you further. I do have a couple questions to help me better understand. Are you experiencing service interruptions? Or are you without service because the new modem is not up and running yet?

 

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user_grfa2x

Visitor

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7 Messages

I installed the new modem, and now it will not connect to activate. I also have a Wi-Fi extender that I need to install, but I know I need to do the modem first.

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3 hours ago

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XfinityAlyssaA

Official Employee

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2.8K Messages

Thank you for letting us know that you're running into issues activating your modem @user_grfa2x.
 

To confirm, are you following the activation steps outlined here: Activate Your Xfinity Modem?

 

Additionally, can you please confirm that all cable connections are securely tightened and that the modem is connected to an active coaxial outlet? Once we know a bit more about what you're seeing during the activation process, we'll be happy to continue troubleshooting with you.

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.
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3 hours ago

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user_grfa2x

Visitor

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7 Messages

everything is connected, modem is connected to the active coaxial outlet the modem before it was. Yes I have followed the setup thru the app....and it won't connect. I just spins and then says there is a problem.

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3 hours ago

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XfinityAlyssaA

Official Employee

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2.8K Messages

Ok, thank you for confirming that information. I appreciate it @user_grfa2x.
 

Let's take a closer look at your activation concerns and determine whether additional troubleshooting or a technician visit may be needed.

 

To get started, please send us a Direct Message with your first and last name along with the service address associated with the account, including any applicable unit or apartment numbers. Once we have that information, we'll be happy to investigate further and assist with getting your modem activated.

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Messaging" icon
  • Click the "Start New Conversation" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
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 as Best Answer.tick

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2 hours ago

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user_grfa2x

Visitor

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7 Messages

when i do that it just says there is an outage at my address and when it is fixed they will get back to me. No one else in my area has an outage. Is there any possible way to talk to a human? I mean I probably just need a signal sent to the new modem.

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2 hours ago

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