Can't Login To My Xfinity Gateway

I have an Xfinity Gateway, Arris (CommScope) TG4482, and it's been working just fine for two years, and still is. For the first time ever, I decided to try and log into the gateway, but I can't.

Some history:
I got the gateway about two years ago. I don't remember setting it up. I thought I just plugged it in, and it worked. But I must have set it up, because I have my own wifi network SSID and password.

The gateway has it's Network Name (SSID) on the bottom of the device, along with the Password.
SSID is something like AAAAAA-xxxx
Password is something like aaannnaaa

Instruction for the gateway say the IP is 10.0.0.1. When I go there, I get this window:
https://postimg.cc/9zFCSPZ1

I enter what I thought was my Xfinity log in ID, and my Xfinity password, but all I get is "10.0.0.1 Incorrect user name", as shown here:

https://postimg.cc/sB4CH12t

How can I log in?

TIA

Responses

BruceW

Gold Problem Solver

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26.3K Messages

11 months ago

... I enter what I thought was my Xfinity log in ID, and my Xfinity password ...

Those are never used as the ID and password for modem/gateway login. For rental devices see "Log In to the Admin Tool" on https://www.xfinity.com/support/articles/wifi-change-admin-tool. If the standard login does not work, check to see if login information on a label on the back or bottom of the device works.

For customer owned devices, see the device manual.

If none of those get you logged in, you'll need to factory reset the device.

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anon86290

Contributor

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388 Messages

My Xfinity Gateway is leased. I don't remember ever resetting/changing my gateway's SSID or password that's on the label on the bottom of the gateway. Going to 10.0.0.1 and entering the default "admin" and "password" doesn't work. Entering the SSID and password on the label doesn't work.

I went to the instructions you gave, and it's all about changing a wifi SSID and password, but of course, I need to log into the gateway's router portion to do this.

Resetting the gateway is the last thing I want to do, since it's running fine. (BTW, I don't want to change anything, I just got curious and want to log into the gateway, but can't.) Instructions for resetting call it 'restarting'. I don't think this is the same as resetting to factory condition. Is it?

Thanks.

11 months ago

BruceW

Gold Problem Solver

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26.3K Messages

11 months ago

There are (at least) 3 kinds of IDs and passwords:

the UserID and password you use to log in to Xfinity websites and apps
the SSID and password you use to connect a device to Wifi
the gateway admin tool login ID and password

These are typically all different.

... Entering the SSID and password on the label doesn't work. ...

Using the SSID in the gateway's "Username" box won't work to access the admin tool. If the device label doesn't show a specific admin tool login ID and password, and if "admin"/"password" (case sensitive!) doesn't work, then a factory reset to restore the default login is the only way to restore access. Of course, it will also wipe out any customization you may have done.

... Instructions for resetting call it 'restarting'. I don't think this is the same as resetting to factory condition. Is it? ...

"Reset" (when not combined with "factory") and "restart" both normally mean "reboot" -- the device shuts down and then starts back up again without data loss.

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anon86290

Contributor

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388 Messages

Not sure who marked this as "Accepted Solution". I did not. Advice was given to do a factory reset, and instructions for that is to unplug the gateway for a minute and plug back in. This doesn't work. A reset, which causes no data loss, does not work either. So, the issues has not been solved. Nonetheless, I'm done here. I may have to contact Comcast, which I dread. I've been working with them for 20 years, and they are rarely helpful.

11 months ago

EG

Expert

•

110K Messages

11 months ago

@anon86290

Are you holding in the recessed reset button on the rear (or using the WPS button if it doesn't have a reset button hole) for 25 to 30 seconds ?

anon86290

Contributor

•

388 Messages

Hi,

This gateway has no reset hole/button. It has the WPS button, which is for wifi setup, rather than gateway setup.

I have two other locations where I have my own modem and router set up on Xfinity accounts, for internet and TV. This particular location is a vacation home, where I'm at now. I lazily set this up using Xfinity's gateway, about two years ago, and was now wondering how to log into the gateway.

I am giving up for now, as I don't want to perhaps accidentally disconnect myself and family from internet. They'd kill me for trying to solve my curiosity when things are working fine. But I do appreciate everyone's replies.

(edited)

11 months ago

XfinityAlfonso

Official Employee

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1.6K Messages

Hey there anon86290 ! Hey, it's totally OK to be curious about how things work 😀! The reason you're seeing the webpage when trying to log in to the XB7 is that for models XB6 and above, 10.0.0.1 is disabled, and functionality such as Bridge Mode, enabling/Disabling Public Wi-Fi Hotspots has been moved to the Xfinity App. If you have a modem older than the XB6, the Admin page/login will still work for you.

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

11 months ago

EG

Expert

•

110K Messages

11 months ago

It's a dual-purpose button. If you hold the WPS button in for around 25 seconds, it will serve to reset the device back to factory defaults.

BruceW

Gold Problem Solver

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26.3K Messages

11 months ago

... Arris (CommScope) TG4482 ...

The device is what providers refer to as an XB7. Does https://www.rogers.com/support/internet/how-to-restart-or-reset-the-ignite-wifi-gateway-modem help?

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BruceW

Gold Problem Solver

•

26.3K Messages

11 months ago

@XfinityAlfonso wrote: "... The reason you're seeing the webpage when trying to log in to the XB7 is that for models XB6 and above, 10.0.0.1 is disabled ..."

Surely this is not quite correct. True, many functions that were once available in the gateway's admin tool have been disabled, but the poster is not able to even get past the Login screen. Surely not even Comcast would inflict a non-functioning gateway Login screen upon its users???

ETA: @XfinityAlfonso: Note that in https://forums.xfinity.com/conversations/your-home-network/unable-to-connect-brother-printer-to-new-gateway-xb8/6654868d1e56d61567f6dc02 employee @XfinityThomasD just gave instructions for logging in to an XB8. One of you is mistaken.

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(edited)

Your Home Network

anon86290

Can't Login To My Xfinity Gateway

BruceW

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anon86290

BruceW

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.

anon86290

EG

anon86290

XfinityAlfonso

EG

BruceW

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.

BruceW

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.

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