Tuesday, June 11th, 2024 11:36 AM

Cannot change WiFi password / details on a third party router

I doubt very much this will change anything within Xfinity... however, I thought I would post it for those who have the same questions / concerns that I do.

After the two year grace period ended on my Xfinity plan, I would have to start paying rent for a modem. So I thought okay, I'm not going to do that. I'm going to go out and get a third party modem. I got an Arris modem from Best Buy that said compatible with Xfinity on the package. Whether that's true or not, I have yet to discover.

Navigating through all the articles on the website proved to be a pain. One thing became clear as I looking for answers: I was inundated with requests to rent a modem or to buy something else (aside from the monthly bill I give every month). The app was no help either, because the wifi details that was supposed to show up after I activated my modem and had the mostly-useless AI add it to my billing plan.

Speaking with a person through live chat proved equally fruitless. I was told I had to contact the modem manufacturer to change the password because Xfinity doesn't have access to it, even though it's activated and on my account. Inexplicable.

What's even worse than that is, in researching this issue, I found that it has been persisting for a few years. Xfinity hasn't taken significant steps to address it. Whether or not I am able to go with another internet service provider in my area is unclear. If I cannot, perhaps I will simply go without the internet altogether and just use the library's wifi with my laptop to get things done.

There certainly doesn't seem to be any point continuing paying Xfinity money after my experiences this morning.

Gold Problem Solver


25.6K Messages

10 days ago

Cannot change WiFi password / details on a third party router

You won't be able to use a Comcast app to do that, but you should still be able to get it done using Arris' instructions.

What is the device model number?

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

Official Employee


342 Messages

8 days ago

@KaraZorEl Thank you for sharing your feedback for others within the community. We are unable to update/change customer-owned equipment settings due to our systems not having access to those devices. We're able to make changes to Xfinity Wireless Gateways because we own those devices and have certain rights to them. That being said, we can provide assistance as best we can for 3rd party equipment by looking up guides online and assisting with questions or concerns. The manufacturer of the modem you purchased typically has an app that can update and change the router's information. Otherwise you would need to log into the router's IP address and update it through the admin portal. 

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