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rhconcepts
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132 Messages

Sunday, January 12th, 2025 4:49 AM

Storm Ready WiFi wont activate cellular.

I have tried 4 times to activate the unit and I have spent 3 hours in chat. After I activate the unit in the app it says done but needs attention. In PHT the SRW shows wifi extender as strong, cellular status No Signal and battery backup is Not Detected. Can someone plz help with getting this activated?

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3 hours ago

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XfinityEricB

Official Employee

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1.9K Messages

5 days ago

 

rhconcepts Thanks for reaching out for help with the Storm ready device activation. I would be happy with getting the device set up with you. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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

 

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rhconcepts

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132 Messages

@XfinityEricB​ I see no direct message icon on the page

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5 days ago

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rhconcepts

Contributor

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132 Messages

5 days ago

I sent the message, how long do I have to wait to get help?

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rhconcepts

Contributor

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132 Messages

14 hours ago

It took you guys 6 hours to respond to my message. No one can wait online for 6 hours for a chat. 

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XfinityKassie

Official Employee

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1.5K Messages

 

rhconcepts Thank you for reaching out to our team. I hear where you are coming from on waiting for a response. Our platform is not your typical chat platform. It works similar to an email exchange, and there can be times when there is a longer response time. We do try and respond as quickly as possible. I'd be happy to help you get in the right direction with either getting your SRW working, or a resplacement device. Since I will need some account details, we will continue in DM. I look forward to working with you today! 
 

 

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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6 hours ago

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rhconcepts

Contributor

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132 Messages

3 hours ago

My SRW is connected to the modem but cellular shows unknown signal and battery is not found. I have called 12 times, and tried the chat everyday now. Then I filled out a form on Monday to have the unit replaced. The form stated it would take 24-48 hours to get back to me on the exchange process, that was on Monday. How is there no support for this? I was told to send a private PM to the Xfinity team, but they never even responded.

I have removed the SRW from the xfinity app and tried to reactivate it so many times.

I also reset the unit by holding the rest button down.

Last night I tried swapping the XB8 to a XB7. 

So I paid for a unit that won't work, has no support, and no way to exchange it for a new one. 

Note: This comment was created from a merged conversation originally titled Storm ready WiFi wont activate.

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