2 Messages
New Gateway Self-Install - No Cell Service At My House
Currently have the XB6, updgraded to the XB8. Got the self install package delivered the other day.
Here is my issue - I must use the app to install the new Gateway, which is fine, until I have to unplug the XB6, which obviously disconnects internet access. I cannot use cellular - where I live, I get no reliable signal.
Because I really don't feel like waiting for an in-home tech visit, can I theoretically get a coax splittler, and have it split to both modems where it comes out of the wall just long enough to set up the new Gateway?
XfinityPaula
Official Employee
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1.2K Messages
2 months ago
user_mmmk6i Hi there! Thank you for sharing this experience and pointing out the flaw in that activation process when swapping a device. I see how this would cause an issue and prevent you from using a new modem. One option is that we can activate the new modem for you. I know that your connection is limited there, but once we have all the account details and modem verified we would remotely activate the new modem allowing you to reconnect to your services. You can also call into our customer service line to activate the new modem, but that may again come with challenges since the network would have to drop and not having a good data or mobile connection may cause the call to drop.
Please send us a direct message with your name and service address and I will do everything we can to help make sure the modem change goes as flawless as possible.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
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EG
Expert
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107.2K Messages
2 months ago
@user_mmmk6i @XfinityPaula
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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