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Wednesday, April 3rd, 2024 6:15 AM

Xfinity can’t find my router/modem device during activation.

I just moved into my first apartment yesterday and I’m trying my hand at setting up my internet with my own router. It’s a Netgear C7000. Neither Netgears app nor Xfinity could find the device and both couldn’t make it past the 10 minute wait. I can connect to it but it can’t connect to the internet. I’m just hoping I can talk to a living human representative for some help soon! :)

Official Employee

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1.1K Messages

19 days ago

Hello, @owens04 thanks for choosing Xfinity for your new apartment! It sounds like we need to make sure your cable outlet is active. Typically, at least one will be activated but each location varies. Are you able to let us know where the modem is hooked up? Which room? And if you’ve tried multiple cable outlets already.

 

I would reset the modem by removing the power cord. Wait about 5 minutes at each outlet you test. Then try the Xfinity app again. 

(edited)

4 Messages

@XfinityJosephA​ I tried all three that exist in my apartment last night, eventually after following the cables I discovered that only one was going into the wall on the other end. Still I tried all of them, I will do it again today. If the outlets are inactive what do I do? Thank you for your response!

4 Messages

The one that seems connected is in my living room which seems typical in my experience.

Official Employee

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1.5K Messages

Hmmm...if there are no active outlets @owens04, a tech would need to be dispatched to ensure that the "tap is hot".  Please feel free to shoot us a private message with the particulars so that we can get a closer look at things on our end.

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 Messages

Thank you, I did that just now. I appreciate the help!

Official Employee

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1.5K Messages

Great!  Thanks so much for taking the time to shoot us a message.  We will follow up with you there shortly @owens04. 😉

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 a reply as the Accepted Answer.tick
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