Visitor
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6 Messages
Remove Storm- Ready Wi-Fi
Good day! I successfully added the Storm-Ready WiFi to my network and the initial testing was good. However, Xfinity, sent an engineer to my home the next day to upgrade my main Modem. The engineer did NOT remove the Storm-Ready WiFi from my account before doing the upgrade, as the instructions indicate is the process. Now my Storm-Ready device will not allow LTE or the Backup Battery to be active. The option to remove the Storm-Ready WiFi from my account via the Xfinity app is no longer available, and Xfinity has not been able to determine how they can remove the Storm-Ready WiFi from their end. The Storm-Ready WiFi will not let me reactivate until it has first been removed. Please help!
Thanks
XfinityMartyR
Official Employee
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1.5K Messages
1 year ago
Hello, @user_300aeb. Thank you for reaching out. You should have the ability to remove the Storm-Ready WiFi device in the Xfinity App.
Follow the steps below, this process will delete Storm-Ready WiFi from your network device list and erase its history from your home network.
After the Storm-Ready WiFi device has been removed, it can be reactivated on the same account or activated on another eligible Xfinity Internet account using the Xfinity app.
To remove Storm-Ready WiFi:
Sign in to the Xfinity app with your Xfinity ID and password.
Go to the WiFi tab.
Select View WiFi Equipment.
Select Storm-Ready WiFi.
Scroll down, and select Device details.
Scroll down, and select the Remove Storm-Ready WiFi button.
When prompted, select Remove.
Please let us know if you are still unable to remove the Storm-Ready WiFi after taking the above steps.
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user_300aeb
Visitor
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6 Messages
1 year ago
The "Remove Storm-Ready Wifi" button is not available for me to select.
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XfinityDemitrius
Official Employee
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1.4K Messages
1 year ago
Is your new cable modem currently plugged in providing the Internet service? Could you please unplug the device, close the Xfinity App, and reopen the app while the modem is disconnected to see if the device is listed for removal? Please keep the Storm-Ready WiFi device plugged in the entire time while the cable modem is unplugged. Please give this a try and provide us an update at your next available convenience.
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user_300aeb
Visitor
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6 Messages
1 year ago
Gave it a try. It did not work. I was not given the option to Remove the Storm-Ready Wifi.
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XfinityDemitrius
Official Employee
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1.4K Messages
1 year ago
Has it been over 24 hours since the appointment visit? If the device is unable to be removed after 24 hours of the appointment, the next step may be to call our main support line at 1-800-XFINITY to submit information regarding your Storm-Ready WiFi Device. It is recommended to have the device unplugged until a member of our higher tier fix agency reaches out.
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user_300aeb
Visitor
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6 Messages
1 year ago
It has been 24 hours since the initial visit. I have called the support line several times and in most cases they are not even sure what the Storm-Ready WiFi is. How can I contact higher-tier support?
Thanks
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user_300aeb
Visitor
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6 Messages
1 year ago
It has been over 24 hours. I have contacted your main support at least 5 times. In most of cases, the support staff didn't know much about the Storm-Ready WiFi or how it works. How do I get in touch with your higher-tier support?
Thanks
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