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user_l44d1e
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2 Messages

Tuesday, March 3rd, 2026 5:19 PM

Need backend provisioning fix — XB8 stuck in provisioning loop (wrong bootfile)

Hi Xfinity Support Team,

My XB8 gateway is stuck in a provisioning loop. A phone support rep already confirmed that my modem is pulling the wrong bootfile, but they were unable to correct it from their side. From what I understand, this requires a backend provisioning fix.

Here’s what I’ve already tried:

  • Power cycle
  • Factory reset
  • Reprovision using the Xfinity App
  • Verified coax connection and outlet
  • Multiple activation attempts

Since this is a bootfile/config assignment issue, can you please:

  1. Remove and re-add the modem on my account, and
  2. Push the correct bootfile / correct the backend DOCSIS profile
  3. Or escalate this to the Advanced Repair / Digital Care Team who handles backend provisioning?

Please let me know what information you need from me (MAC, service address, etc.) and I can DM it.

Thank you.

Question

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Updated 

10 hours ago

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XfinityPeterH

Official Employee

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2.6K Messages

3 days ago

 

user_l44d1e Thank you for reaching out and letting us know. I would be doing the same if I were in your shoes. Please send us your full name and complete address via our DM. 

How to Send Us a Direct Message:

  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.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

(edited)

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EG

Expert

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116.5K Messages

10 hours ago

Concern moved here to the Customer Service help section for assistance.

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