Visitor
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3 Messages
ONU Initial Setup at New Address
Hello, I just moved to a new address which has access to xfinity epon 1gig up/1 gig down.
I wanted to self install because the availability for a technician was a week out. So I called and was shipped an XER10, and was told I just needed to follow the instructions in the app to activate.
I attempted and this activation failed several times. After talking to multiple chat agents and calling customer service, I was told it could not activate because my service address was missing an ONU box, and they think the prior tenant might have lost or removed it, so they need to send a technician to install a new one.
However, I was able to locate this onu box in the unit, behind a white panel. The box has all three status lights of PWR, PON, ONLINE as green. I power cycled the box, then attempted to activate the XER10 again but it still failed.
Is there a way you can help me troubleshoot and get my service working since I found the missing ONU. I don’t mind waiting for a technician but they are over a week out, and I need to work from home.
Any help is greatly appreciated.
XfinityRaul
Official Employee
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3K Messages
12 hours ago
@jeffsf24 Thanks for reaching out to us via Forums to help activate your internet service. Just in case you weren't aware, you can now connect to one of our Xfinity hotspots while we get your internet service to work.
To find your nearest hotspot, go to xfinity.com/wifi and enter your zip code. Once you are at the location, follow the instructions at xfinity.com/wifi to join the hotspot.
So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance used the Xfinity app to reset the modem? How about a power cycle, have you tried that?
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EG
Expert
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120.4K Messages
6 hours ago
@jeffsf24 @XfinityRaul
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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