Frequent Visitor
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17 Messages
We can't connect to your device
The app wants to setup wifi name and password. My replacement gateway doesn't have WIFI.
It also wants to activate my device. I'm currently using it and activated it early this month!
It wants me to scan my modems label. Did the system forget already, or unprovision the gateway/modem while the internet and stuff is still working?
So I went through what it wanted and scanned the modem label a 2nd time, I skipped the wifi name and password demands as the don't apply, and it finally says connected.
For some reason I had the thought to redo the activation, I I think it was mistaking an E for a D in the MAC address, I manually entered it in. I'm not sure how it got registered in the first place earlier this month.
Is there some one that can confirm this is finally proper?
XfinityMatthew
Official Employee
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1.8K Messages
20 hours ago
Hello @whatnamesrleft the Wi-Fi name and password is usually something you would want to have set up to use. But we can certainly double-check the account to see what it is showing listed for your device and the MAC address since if any of that is incorrect it could mess with the connection. Send us a direct message with your full name and service address and we will check the account.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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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