Contributor
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48 Messages
CGM4140COM Gateway setup
Setting up WiFi in new house. following the lousy instructions on the app, I get the simple response to call customer support as the app can not complete the setup. The number is automated and simply states to use the app, and so the circle continues . I will have to move to FiOs if this can not be fixed. Sadly, I have tried 3 different customer service numbers, all are automated, all revert back to using the appp. as an FYI, the gateway was connected to the incoming cable in house, the power was turned on the single light blinked from orange to gree to white, wheren it kept blinking. I will say that the gateway felt quite warm and had a hum to it.
AmingtonLN
Contributor
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48 Messages
4 years ago
I have a new gateway for a new house I just bought. Setup did not work at the house. I am only there, on occasional weekends. Can I test the new gateway at my current home by simply disconnecti my existing gateway try the setup the new gateway, to see if the issue is the gateway or the cable?
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AmingtonLN
Contributor
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48 Messages
4 years ago
As my existing gateway is in use and tied to house systems (hvac, security), I will pull on older motorola modem I have that should provide the same feedback. Thanks for the help
Still need to see how I can contact a live person for customer support when I am there. I might just call xfinity and pretend to be a new customer.
I will add for others in the same boat, when doing the setup with the app, it asked to use phone camer and scan the code on the gateway. This did not work, it said to call customer service. I again tried the app this time opting to type in the CM MAC address, this not work either. My house has one cable coming in from outside box, it then feeds a splitter with 7 feeds to various part of the house. I connected Gateway to a blank feed. When I could not setup gateway, I disconnected the splitter and connected directly to the outside feed, and it still did not connect. I just bought the house and had contacted Xfinity a week prior to set up service. I do not know if Xfinity actually goes to a house to confirm the signal is live at the outside box or not.
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EG
Expert
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108.3K Messages
4 years ago
The other end of your line may have been disconnected from the Comcast feed when the prior owner discontinued their service. You probably need a tech out to reconnect your line to the live Comcast feed at the tap on the pole / pedestal.
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