Visitor

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3 Messages

Wednesday, March 30th, 2022 7:56 PM

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Netgear C6900 - Error message "Modem doesn't have built in Wifi"

I have a Netgear C6900 and I had checked before purchasing if this is compatible. I have been using it for a year now with no issues until today. I recently downloaded another Xfinity app so that I can see what other devices I have linked to my Wifi and saw there was a notification/error message. Error message reads "Your modem doesn't have built in wifi.  You can use this modem, but you won't be able to create a Wifi network without a separate router."  Has anyone else had this issue? I called Xfinity and they told me to call Netgear. I called Netgear, and the guy was rude and said they cannot help me and told me to call Xfinity.  I am now only seeing this error message when I downloaded one of Xfinity's other apps.  The normal My Account App does not have this.  Reason i found this was because I got notification from Xfinity that I used up 100% of my 1229 GB which is impossible. I have never even come close to this and I live alone.  All they kept telling me is that they will waive one month of the extra charge.  What I want to find out is what is causing this increase in usage.  I went and changed all my passwords for wifi just now in case someone else somehow gained access to my wifi.  

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New Problem Solver

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617 Messages

4 years ago

Hi @jklchiu

Thank you for reaching out and sharing this experience with us on your modem. I did look at our approved list of modems and I am in fact showing your modem is a qualifying device. 
Please know you have come to the right place and we're happy to do all we can to get this figured out. Can you please confirm which app you downloaded that gave you this error? 

Visitor

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3 Messages

4 years ago

I downloaded the one with the purple tile with the X in the middle.

New Problem Solver

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617 Messages

Thank you! Please send me a Peer to Peer message so that I can gather some account details. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

 

 

I no longer work for Comcast.

Visitor

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1 Message

4 years ago

I am getting the same error message with a Motorola MG7550 that has built in wifi router.  I’ve taken it to the Xfinity store twice now and multiple employees said it should work. They had me try reinstalling the app, and powercycling the gateway, but still getting this error. Did you get this resolved? 

Retired Employee

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1.4K Messages

Hello @user_d16cb6. Thank you for taking the time to reach out and being part of the Xfinity family. I'm so sorry you're having issues with your modem. I have to ask, have you reached out to Motorola to see if this is a know issue or a particular issue with this modem?

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