Visitor
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10 Messages
I have two gateways. You have sent me one replacement gateway. To install do I disconnect both until new install complete
I have two gateways. You have sent me one replacement gateway. To install do I disconnect both until new install complete. Will the both old and new gateways be recognized on startup?
CCHeather
Problem Solver
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1.1K Messages
1 year ago
@user_2a905b. Thank you for reaching out to the Digital Care Team. If you received a replacement, you will want to set up the new one and return the old one to a UPS or Xfinity store.
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EG
Expert
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105.6K Messages
1 year ago
@user_2a905b wrote: "To install do I disconnect both until new install complete. "
Disconnect only the old one. The new one needs to be connected in order for it to be activated.
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MNtundraRET
Gold Problem Solver
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5.9K Messages
1 year ago
@user_2a905b
Now that you further explained your problem. Is the replacement gateway the same model as the two gateways you currently have? If so, replacing the current bad gateway should work. I would suggest unplugging the second good gateway will going through the replacement process of replacing the bad one. Plug it back in after getting the replacement working. Hopefully you wrote down the settings used to allow the second gateway to work. All bets off the new gateway model is different.
(edited)
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user_2a905b
Visitor
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10 Messages
1 year ago
sorry to be so terse. 30 years of comcast can do that (plus the three plus days of 'robot talk' then trying to find something like this forum
NO, the new gateway is different from its replacement and the second remaining gateway.
So, all bets off then?
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MNtundraRET
Gold Problem Solver
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5.9K Messages
1 year ago
I would say yes. Do you know what model of gateway was sent to you? I don't know if you could still get a replacement gateway in the same models you had. Depending on what was sent you might not have the option of using 2 gateway like now.
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user_2a905b
Visitor
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10 Messages
1 year ago
Thanks for your continuing interest. I had hoped a knowledgeable Xfinity tech would come on at some point with some assistance that might include a contact strategy when things go wrong.
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MNtundraRET
Gold Problem Solver
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5.9K Messages
1 year ago
I have seen other posts here having problems with using a second gateway. Can you tell us what model the new gateway is?
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MNtundraRET
Gold Problem Solver
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5.9K Messages
1 year ago
XfinityEthan's offer may be best choice for success now.
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MNtundraRET
Gold Problem Solver
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5.9K Messages
1 year ago
@user_2a905b
Have you gotten your replacement gateway working with the other two yet?
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MNtundraRET
Gold Problem Solver
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5.9K Messages
1 year ago
@user_2a905b :
I haven't heard back from you. I hope the Xfinity employees finally fixed your cable boxes problems.
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user_2a905b
Visitor
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10 Messages
1 year ago
Finally. Took roughly the same pathway as 4 years ago. Took a month (give or take). there was a little less hassle on my part (the same amount of time and attention but with on line chat, I didn't have to hang on the phone off an on for hours). My situation, two modems, two landlines is not 'usual' - I get that. Their technician made the two modem thing happen years ago and their current techs training and experience (at the entry level) is inadequate to prevent them from struggling with it despite advance warning from me. these days, the techs are nicer and more responsive but the results are the same. Why they can't recognize their limitations sooner and move the problem up to those with the ability to solve it is frustrating. I understand from a business plan model how this happens, but that business plan devised to solve 90% (my guess) of issues at entry level ability doesn't help me at all. therefore, my experience is awful. Today, all is working and back to standard. The pathway was unpleasant for me.
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MNtundraRET
Gold Problem Solver
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5.9K Messages
1 year ago
Well: "Better late than never". Thank you for the reply.
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