I have two gateways. You have sent me one replacement gateway. To install do I disconnect both until new install complete

@XfinityHeather​ Thank you for responding. Sadly, your response does not address the concerns articulated in my post.  Can you, as part of the tech team answer my questions?

@user_2a905b. Once the replacement modem is activated, the old one will no longer be useable. Only one modem can be active at a time. Did that clear up the confusion? 

@EG​ I have TWO gateways. Twice in the past, after replacing one of the gateways, the second one lost contact, followed by loss of phone service and back and forth for a day.  I would very much like that NOT to happen.

So: No you didn't clear things up

      I understand that when I disconnect one gateway and replace it with the one new gateway you have sent me, that when the new one is installed in its place, hopefully it will be recognized and activated

      Again I have two gateways active in my home (second floor and basement - both deliver internet and wifi while the basement ALSO delivers two line phone service) the basement (with phone service) is the one your replacement is sent to replace (using the email containing the SS# to be replaced)

  In this situation: do I disconnect both gateways or just the one to be replaced 2. after replacement will your system recognize both gateways without additional conflict resolution

@user_2a905b. The system is made to adapt to the activation based on what you disconnected and know which it is replacing. There are times when multiple gateways are involved it may not go that way or have an issue and we can manually make sure it is set correctly. If you would rather us set the correct gateway before activation we can do that as well. You can send a direct message if you need assistance.

Make sure you are signed in to forums

1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon.

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

Finally.  Thank you. Its the 'multiple gateways doesn't go that way' that has happened to me previously -- twice -- that concerns me. Thank you for the concise explanation and the pathway to help if the 'system' doesn't do its duty.

I am away for the holiday weekend but will 'go for it' Tuesday.

Again, thank you and here's hopin'

Thank you, also to the non-employees who took some swings.

@

thank you for staying connected.  I had planned to make the gateway swap - with your guidance -- today.  However, my neighborhood has experienced a couple power outages this AM and I will wait till tomorrow to minimize the likelihood of a failure during the swap out process

It looks like you really could use some good luck now. Even the weather is causing problems.   : > (

@MNtundraRET​

nope. Working through the direct xfinity support site.  After a lengthy rehashing of my concerns, I was advised for the third time in my Comcast history that just plugging it in will be fine.  It is not. system can't find new gateway, even though the existing modem was delivering service and all the plugs were exchanged directly to the new one and I followed the ap exactly.  Same old, same old.  Now waiting for a tech to answer (presumably the same one who said it will be fine).  I was reminded I have been with them for 40 years.  That is because they have a monopoly in my city (so far). Not because everything is great.