Visitor
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1 Message
XER10 not showing up on xfinity app after install
Good evening. i recently installed a XER10 to my fiber internet. I am receiving internet but in my app it show that i am offline. I have been on the phone with service and they still show the CM MAC of the old modem on my account, and when they try to add the Device MAC from the XER10 they are getting an error. I am located in Cologne MN.
EG
Expert
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114.7K Messages
29 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityEricB
Official Employee
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2.8K Messages
29 days ago
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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user_58f8le
Visitor
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1 Message
12 hours ago
Similar situation here in Chaska, MN as I received an XER10 and it would not activate as after many chats and calls it seems the unit was shipped out without being placed into inventory, no record of the device existed in any systems to activate despite the order for the unit having a status of in process.
Support does not seem familiar with this service class and fiber to the home installs. I was instructed to exchange the unit for one that was in inventory at a local store and did so but when I reached home I discovered the new unit I received is an XB10 which is not what is needed for my install. I need an XER10 to take advantage of the 2gig symmetrical service I have, I am sitting with an XB10 that is new in the box attempting to get a replacement XER10 which was delivered and returned to the store in Edina MN. I had one shipped and delivered and it was exchanged at the store, sadly for the incorrect device.
Will see if this channel can get an XER10 shipped to my location. Alternatively a direct handoff of internet via the ONT would be perfectly fine but doubt that is supported.
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