Contributor
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98 Messages
Activate new Gateway modem
I was sent a new Gateway modem. I had gotten several emails telling me I needed it to get increased speeds. Emails said step by step instructions would be included. I did not receive any instructions. Instead an email followed saying I needed to download Xfinity app. My phone is not comptable, so that is not an option. Is there any other way to activate the modem? If not, I will return it and keep what I have. Would not have gotten it if I emails had not implied it was easy setup. Thanks for any help!
EG
Expert
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110.4K Messages
11 days ago
Try calling 1-855-652-3446. That is their self-install device activation line.
If that doesn't work for you, you can call 1-800-comcast and tell a rep that you would like to have a new modem activated / provisioned for service. Have the RF / CM / HFC MAC address and the serial number of it handy when you call.
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marathoner52
Contributor
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98 Messages
11 days ago
Post says one reply, but I don't see it. Instead it says no responses. Maybe I need the app for that too.
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XfinityArmand
Official Employee
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2.1K Messages
9 days ago
Thank you so much for taking the time to reach out to Xfinity Support @marathoner52! We're so glad to hear from you and want to assist in any way that we can to ensure you are having the best experience with your service. No worries! You have reached out to the best team to get things ironed out and activated for you. Please feel free to shoot us a private message with your details, and we will get things taken care of.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" 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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