gateway setup

First. Is this a new service install / new move-in or an existing one ?  

Did you get the device activated for service yet?

Try activating it using their Xfinity app;

https://www.xfinity.com/support/articles/activate-xfi-gateway-app   

https://www.xfinity.com/support/articles/how-to-activate-your-self-install-devices?linkId=137017738 

Hello @user_q2xlv0, and thank you for reaching out on our Xfinity Community forums for assistance with your concerns.  

We'd like to offer you our assistance with working toward a resolution on your connection and activation issue!

To get started, please send us a Direct Message* with your full name and complete services address.  Once we have your account located, we'll dig into what could be causing the difficulties you are experiencing and help you toward a resolution. 

(And thank you @EG for working with our customer in troubleshooting their concerns as well!  We appreciate you and we'll circle back here once we finish assisting the customer with any details we can share! ❤️)

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

Click Here For an example of how to send us a Direct Message.