Ravenmyste's profile

Regular Visitor


2 Messages

Tue, Apr 28, 2020 12:00 PM

Cant upgrade to xfi please contact a representative

When I try to upgrade it tells me to contact  a representative  due a problem, I am using the old cable modem before they decide make the xfi experience modem as the base modem for every customer , now I moved a month go and had no problem picking the option "moving take my equipment  with me and install at the new place", so everything works but now its telling me to upgrade to the new xfi experience ...


Well thats all fine and dandy but I am not going to  be charged to talk to a rep if you need to talk to me to figure out why I cant upgrade to this new modem ..


Official Employee


11 Messages

1 y ago

Hello, our apologies if there is any confusion on the best possible gateways to use but this link should help https://www.xfinity.com/support/articles/broadband-gateways-userguides.  Here you can browse the DOCSIS 3 and DOCSIS 3.1 modems that are compatible with xFi.  After that we can send one to you, you can pick one up at the store, or a techician can either drop one off or install it (depending on where you live a tech may not be able to go in your home currently).  Thanks so much hope this helps

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