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Friday, February 23rd, 2024 5:30 AM

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activated modem is not recognized by the Xfinity app

I have my own tplink gateway and is already activated however it's not recognized by the Xfinity app and I get the activate my equipment message in the app.

when attempting to activate the gateway I get this message in the attached screenshot

Official Employee

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1.4K Messages

8 months ago

Hello, @samsal81 I hope all is well 😀 We may need to pull up your account and update resources on our end. Something you can try first is resetting your modem and making sure the Xfinity app has all its updates. Are you able to let us know if this same issue is happening when you sign into www.Xfinity.com? If the issue happens in both places this can also give us an idea about what’s going on.

 

You can also use the Xfinity Assistant. This can help as well. 

 

https://www.xfinity.com/xfinityassistant/

Visitor

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3 Messages

6 months ago

Hello, I have experienced the same issue. Has there been a solution?

Official Employee

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1.3K Messages

@CAmbr52342 We will assist with this in your own post.

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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