2 Messages

Sunday, July 24th, 2022 4:17 AM


Getting Error "Sorry, we're having some trouble, please contact an agent for help with your activation.

I am a new user who just moved in to a new condo, and upon receiving my start up kit (using my own modem and router), I followed the instructions to activate the service, but was greeted with the error stated above. I cannot use the app for anything else aside from trying again and chatting with an agent, but there have been no agents available within the past 2 days. Ive tried to be patient, but this is ridiculous. I work from home, so it is important for me to get it setup. There is no way to activate online, as it just redirects you to the app, but I CANT USE IT, so it doesnt help whatsoever. Not a good introduction to this service provider.

Official Employee


385 Messages

11 months ago

Good evening @Erikgoes0. Thank you for taking the time to reach out to us here through our Xfinity Forums page. It would be a pleasure to assist with the activation of your modem. Our team understands how important it is to have a connection, especially when working from home. 


Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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