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user_5tdb4t
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Wednesday, December 10th, 2025 9:16 PM

Account setup problem

I have been trying to put my gateway into bridge mode but when I try to access settings in the xfinity app it says loading and gets stuck there.  When I try to get support. Is xfinity assistant or via voice line the system tells me I do not have internet service and can’t help me.  I do have internet service and I am using it.  How can I get this problem resolved?

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20 hours ago

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user_5tdb4t

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2 Messages

21 hours ago

I believe the account is related to the fact that I had service with xfinity years ago but then moved.  Xfinity recently became available in my area and I have a new account.  I believe somehow my account got connected to my old account that I don’t have service on.

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XfinityJeniece

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3.6K Messages

Hey there, @user_5tdb4t, thanks for reaching out through Xfinity Forums regarding your account setup! We would be happy to help you with getting everything set up correctly. Can you please start by sending us a Direct Message with your full name and your full address?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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20 hours ago

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EG

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114.8K Messages

21 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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