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user_zsfl3h
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Monday, September 2nd, 2024 11:42 AM

xfinity app does not remove storm ready wifi

My storm-ready wifi is not working. It "Needs Attention". I am trying to deactivate it through the app so I can reactivate it. I ave tried multiple time (over 50), but it won't remove it. I have contacted support numerous times, and they said they can't remove it from there end and I should take it to the store. I have done this many times and the store said I need to contact support. I had Xfinity send a technician and he was of no help. He said take it to the store. It sounds like the old run around. Since Xfinity sold me this piece of junk, you would think they could get it working. Does anyone have similar issues and if so, how did you fix it.

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Updated 

5 days ago

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EG

Expert

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107.6K Messages

4 months ago

Concern moved here to the Xfinity App help section for assistance.

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XfinityAngie

Official Employee

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1.5K Messages

4 months ago

 

user_zsfl3h, Thank you for reaching out to Xfinity Support. Please let us know if you are still having issues with your Storm Ready Wifi. We want to do everything we can to assist you. 

 

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user_d4241e

Visitor

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4 Messages

another person with the same issue. Picked up new StormReady device today and still cannot activate because the app will not "remove" the old one. HELP

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3 months ago

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XfinityKei

Official Employee

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1.2K Messages

@user_d4241e I'm sorry to hear that you ran into a snag while adding storm ready to your account. I would like to resolve this for you.

Can you give the activation a second try?

Based on the steps in this link https://www.xfinity.com/support/articles/install-storm-ready can you tell me where you received the error message at? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 months ago

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user_4cfdoa

1 Message

23 days ago

Tech just replaced my XB8 modem and bricked my Storm Ready Wifi. I have tried to remove, nothing happens. Needs attention but won't remove and won't activate. Tied to old modem. I told the tech I had one before he swapped but knew nothing about it. Then he said I saw it before but now I can't see it on your account, try calling. He called tech support and they said they couldn't support the Storm Ready. Tech advised me to wait and see. Here I am days later with a bricked Storm Ready I am paying for which won't work. Please help! Restarted modem, reset storm ready, un-installed app and reinstalled, tried through another phone, tried through XB8 IP portal, read articles and forums. Seems without removing Storm Ready PRIOR to swapping modem it is locked to old modem, tech should have known that but didn't. Now what?

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XfinityBenny

Official Employee

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698 Messages

@user_4cfdoa Thanks for adding to the community. Are you able to use the steps below to remove the Storm Ready Wifi device with the Xfinity App? 

To remove Storm-Ready WiFi:

  1. Sign in to the Xfinity app with your Xfinity ID and password.
  2. Go to the WiFi tab.
  3. Select View WiFi Equipment.
  4. Select Storm-Ready WiFi.
  5. Scroll down, and select Device details.
  6. Scroll down, and select the Remove Storm-Ready WiFi button.
    Mobile screenshot of the Device details page with information on the Serial number, MAC address, Connection type, Connection point, Firmware and Platform version. At the bottom center, there is a Remove Storm-Ready WiFi button.

  7. When prompted, select Remove.
    Screenshot of the are you sure pop-up window with a button to Remove at the bottom.

    • Note: The Storm-Ready WiFi may still broadcast a signal for about 15 minutes before it completely removes itself from your network.
      • If you’d like to cease the broadcast immediately, follow steps 8 and 9.
  8. Remove the cord attached to the Battery Backup and unplug it from the round, red port on the back of the Storm-Ready WiFi device.
  9. Unplug the power adapter from the Battery Backup port, then unplug from a power outlet. 
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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21 days ago

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user_sy509v

1 Message

i have the same problem help me please

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8 days ago

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XfinityJeniece

Official Employee

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2.6K Messages

Hey there, user_sy509v, thanks for reaching out through Xfinity Forums regarding your issues with your Storm Ready Device. I know with upcoming snow storms how important it is to have the device working! Have you tried the steps listed above for removing the device? Are you getting an error message, or what happens during those steps?

 

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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6 days ago

0

mr7419

1 Message

I am having the same issue that I cannot remove my old storm wifi from the app.  I have tried every possible solution provided my xfinity support, technicians and at the store.  Please help me resolve this because until I can remove the old storm wifi from the app, I cannot activate the new one.  The only useful info I have seen in the forum is from a person who said that an upper tier support tech resolved it.  Below is the quote:

Finally got a hold of the Tier III NEST (National Escalated Tech Support) Team - that was able to help. Justin was the name of that guy that I worked with.

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5 days ago

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