Visitor
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1 Message
New Gateway Issue [Edited]
We just moved and picked up a new gateway to be self installed. Upon following the directions and plugging in the coax cable and the gateway the light does not ever change from the flashing yellow to allow setup. My wife called and was told a technician would need to come out, but was also told that she would be charged the 100$ fee. I do not feel that we should be charged this fee as this is not a user error this is faulty equipment or a wiring issue which falls on Xfinity, since they are required to provide functional service. I will try to call the store when they open, but the support hotline is useless in finding any relevant information out.
EG
Expert
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115.9K Messages
60 minutes ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityRichard
Official Employee
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2.9K Messages
58 minutes ago
Hi there, @user_2nybjv ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the trouble you are having trying to activate your modem. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard
Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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