2 Messages
Procedure to replace Gateway with Arris T25 w/o smartphone?
I have a Gateway with voice service. It's working fine, but I want to replace it with an Arris T25 modem (and TP-link router), for reasons that are irrelevant here. There's no smart phone easily available. Can I just unplug the Gateway and plug in the T25, or is there more that I need to do on the Xfinity side? I know how to set up the router; I'm basically asking whether Xfinity needs to know the new modem details. Calling Customer Support after the switch is going to be a bit difficult if the (only) phone service, which is through the Xfinity voice, becomes unavailable - so please don't suggest that I install the new modem and then call Xfinity to register it!
XfinityChelseaB
Official Employee
•
1.2K Messages
7 months ago
Hello @kbcahalan, Thanks so much for taking a moment out of your day to leave a post on our community forum. Let me clarify some things for you. First, you need a computer or smartphone to add the new modem yourself to your account. If you don't have those options available to you then we would have to go in and add the modem for you into the system and change your service information since there is a price difference between renting a modem and using your own. If you would like our help with this process, please feel free to send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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