The app doesn't find my own modem

@XfinityAntoine​ I still can't activate the service.

I keep getting the message that my modem is not found.

Before purchasing your modem, did you ensure the model was listed on our site to support the speed you subscribed to? Once purchased, did you add the modem to your account before attempting to activate it?

@XfinityXanadu​ The modem is on the list of models that support the speed I subscribed to.

I did not add it to my account before trying to activate it.

That sounds like the culprit! Once the modem is assigned to your account, activation will be a breeze. Right now it can't have any bootfiles sent to it because it's not in our system to determine what services an account is subscribed to or what account the device is assigned to. Once you add it, please let me know if there are still any issues getting it activated. The hyperlink in my previous message for adding the modem should walk you through it.

I don't see where I can assign my modem in the app, can you help me?

I'm new to this house, I'm renting it.

@XfinityAdrienne​ I don't know what to do anymore, I urgently need wifi, I'm new in the country

We're so sorry to hear that the services are still not working. Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

@MC1081​

I'm new to this house, I'm renting it.

Is the "Online" indicator light lit steadily ?