U

Visitor

 • 

2 Messages

Sat, Nov 13, 2021 9:25 AM

I fixed what wasn’t broken and now I need help!

We are in the process of moving to a new home. In preparation for the move I purchased a SURFboard modem and the NETGEAR Orbi router with a satellite (I can provide model specs if it becomes necessary), to accommodate the larger home. In my current home I have a Xfinity gateway. And here’s the situation: 

I couldn’t wait to test out the new equipment (“I’m a guy and I can’t leave well-enough alone”-to paraphrase the wife) and decided to set up a new network at my old house. I disconnected the Xfinity gateway and set up the SURFboard and Orbis. The network worked great. I was getting great speeds all over the property.

The problem came when I needed to move the new equipment to the new house and tried to hook the gateway back up at the old house. (We are keeping the internet hooked up at both houses during the two-ish week overlap so the kids can continue doing homework and whatever other things teenage kids use internet for…)

Upon hooking the gateway back up it says it’s online but it’s not showing up on any devices’ Wi-Fi list. When I run a speed check through the Xfinity app it checks for outages and then tests speed to gateway and nothing happens. 

I’ve restarted the gateway multiple times. I’ve unplugged it for 5 minutes and power cycled the gateway with no positive results. 

How do I get the gateway that was working perfectly fine a week ago, before I took it upon myself to fix what wasn’t broken, back up and running? 

Thank you for your time! 

jweaver0312

Expert

 • 

1.9K Messages

2 m ago

If I’m reading this right, I’m seeing red flags being thrown.

1. only one modem/gateway is allowed to be activated per internet subscription. Which would mean in order to have 2 active, you would need to add a second internet subscription.

2. Last I checked, I believe separate addresses need to be registered with their own account, if you haven’t, in which you’re trying to use service registered to one address at another address.

How it seems right now is that, the gateway and the SURFboard are on the same account, but only one of them can be active.

Official Employee

 • 

124 Messages

2 m ago

Hello @user_85f2aa, thank you for taking the time to reach out to us on the forums I hope you are doing well! I appreciate you leaving us such a detailed message describing what is going on with your gateway at the old home. It definitely sounds like there is a lot going on and some definite red flags as jweaver mentioned prior.

 

You have reached the right team to get to the bottom of this and get your old home back up and running correctly with the gateway. Can you send us a private message with your first and last name and address to get started?

Visitor

 • 

2 Messages

2 m ago

Thank you for responding guys. 

So I set up a separate Xfinity account for the new house in preparation for the overlap.

I set it up with a Comcast rep to have the old house’s internet service active until the 23rd of this month to give us plenary of time to make the move.

Over the weekend Comcast sent a technician to the new house to set up service and promptly cancelled service at the old house. 

This caused chaos and lead to multiple hour long phone calls where I’d have to explain this situation  to the Comcast call center in India. Once they realized what I was talking about they transferred me back to the states and I spent even more time trying to explain the situation to another person. 

Extremely long story short: this wasn’t a technical issue and I’m about call Comcast for the 5th time and attempt to have the old service reconnected. 

Again, thank you for responding. 

Official Employee

 • 

124 Messages

Thanks for getting back to us @user_85f2aa, this is never the experience we want you to have when reaching out to us for help on any of our platforms. I can understand the frustration it causes to feel like you are not being heard and having to call multiple times to try and resolve the issue.

 

I understand you are going to call in for assistance on this matter, but if you would rather work with us on this platform we can assist as well! If you would like to proceed with us to get this resolved feel free to send us a private message with your first and last name and address to get the process started. 

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

New to the Community?

Start Here