U

Visitor

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4 Messages

Fri, Jul 9, 2021 3:43 PM

Closed

Enabling Advanced Security is stuck

Hi, I activated a new XB7 modem 2 days ago and all went well except the Advanced Security is stuck.  It says "Enabling Advanced Security"   And "hang on while we finish setting up" "We are still setting up advanced security. Please wait at least 10 minutes"   That was 2 days ago and it's still stuck on that.   I have restarted my modem, no luck. I unplugged the modem, no luck. I'm stuck!

EG

Expert

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90.6K Messages

5 m ago

You may want to try hard resetting the device to factory defaults by pressing and holding in the recessed reset button on the rear for 30 seconds. As an FYI, the user name and the password will now become the defaults of admin and password.  And you will lose any customized settings, and they will need to be re-configured from scratch. Any luck ?

Visitor

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4 Messages

5 m ago

So if I do the reset, it's going to mess up the modem? I'm not following the user name and password becoming the admin and password, by admin do you mean the xfinity login in or my wireless network log in?   I don't know how to configure my modem from scratch, the set up was easy and my phone scanned the barcode and captured everything from my old xb3.   I find it odd that it said success and I'm fully online and everything is good except the security.   I don't know why it's still enabling.     Do I have any security? 

Official Employee

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350 Messages

@user_021042

Hi there! I'd be glad to ensure that this gets looked into further and fix the security issues with your modem. Please send a private message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help. You can do this by clicking on the icon in the upper right corner of your screen and send a message to the shared handle "Xfinity Support"

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

I got a new modem installed last week from Comcast... now when I log in it says Advanced Security trying to set up. How does a person get this fixed? I tried calling technical support and haven't gotten very far beyond being told it's a National outage? Please help. thanks! @ComcastRob , can you help with this? How does one send you a private message?? 

(edited)

Visitor

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5 Messages

5 m ago

I have the same problem, the app showing Advanced Security enabling, please wait, it will take 10 minutes….. it’s been 4 days and many calls to Xfinity. All the way up to tier 3 support, while I was in the Xfinity store. They said this had occurred before. The tier 3 support tried multiple things then said they refreshed my account.  I couldn’t verify if it worked from the store. Went home. No change. App has been uninstalled and reinstalled multiple time. They said the feature of advanced security is enabled according to their systems. 

EG

Expert

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90.6K Messages

5 m ago

@user_021042 @ComcastRob 

Please post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

Visitor

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5 Messages

@EG no solution yet for my issue. I’d love to see solutions here as well.

Visitor

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2 Messages

5 m ago

I have the same problem with advanced security not enabling. Should I hook up the old modem? (at least the advanced security worked on it)

EG

Expert

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90.6K Messages

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Visitor

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2 Messages

EG.

I tried the reset.

That seems to have enabled the advanced security feature.

Thanks! 

EG

Expert

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90.6K Messages

@user_5bd266

My pleasure ! 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Visitor

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5 Messages

@user_5bd266 Did your modem reset to factory settings?

New Poster

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2 Messages

5 m ago

I am having the same issue. I tried the factory reset and it still isn’t fixed.

XfinityEthan

Official Employee

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533 Messages

Hi, @hlb74vt. Due to this issue, it is recommended you swap the gateway if the factory reset does not work. A new gateway will work from now on. 

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

Visitor

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5 Messages

Is  the official Xfinity resolution to this problem

to either

a) reset gateway to factory settimgs

 or

b) get a new gateway?

Note: an updated version of the app still has the same message “Advanced Security enabling”.

EG

Expert

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90.6K Messages

4 m ago

N.M.

................

Visitor

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1 Message

4 m ago

Same issue, is there no way to fix without a factory reset? 

Visitor

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5 Messages

4 m ago

My issue seems to be resolved, without me doing anything. (Other than fret about what was going on!)  I got a notification on my iPad that Advanced security was available. Tah dah! Solved. The former Message in the app about  enabling is gone and I can see the security checks. Patience is a virtue?!?

Visitor

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4 Messages

@user_d09eb1   Mine as well, was fixed a few days ago.    I really wouldn't call it a patience thing, it said at set up 10 minutes.   It's been almost a month.   Not impatient to think that things are supposed to work as they are supposed too.  It is a security thing as well.  I'm glad yours is fixed, it was a pleasant surprise when I saw that it was fixed in my app.  

EG

Expert

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90.6K Messages

@user_021042

Glad it got straightened out ! Now closing your topic. 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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