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Wed, Apr 15, 2020 12:00 PM

Setting up modem I own. Getting "Sorry, that didn't go as planned"

Hi there,


I'm trying to setup a modem that I own. It is compatible with Xfinity per the comparison chart TP-Link Model Archer CR700.


I've tried to activate this modem several times with but I always get the following error message despite my connecting wirelessly *and* directly with an ethernet cord:


"Sorry, that didn't go as planned. 

We are having trouble activating your service. Please give us a call at 1-800-xfinity"


I've called and have been on hold for over an hour.  I completely understand that support agents are working from home due to COVID-19 to stay safe.  


The problem is this: I'm trying to avoid the $14.00 rental charge on the current Modem/router that I'm renting through Xfinity, which is why I purchased this router.  I received a notice that I have 10 days to return the router, otherwise I'll be charged.   The problem is that I'm working from home so I need internet, but I cannot connect my personal modem to the internet without getting the error message above and I cannot call Xfinity to resolve this issue or talk to an agent to (hopefully) grant me some leniency in the rental charge.  Nor can I go to an Xfinity store for help since I'm in California and we're on lockdown (only essential services to remain open) I'm fine waiting until the SIP is lifted, but I'm currently at a loss as to what my options are to move forward.


I've tried using the Xfinity Assistant, but that sends me in circles; it sends me to and again, I get the error message to call in.


Could someone please help me?  Does something need to be adjusted on my  account from Xfinity's end to lift the error message so that I can self-install my modem?








86.5K Messages

1 y ago

Give this automated device activation line a shot: 1-855-652-3446. Even if the automation fails, you then get connected to an advanced repair representative rather than a tier 1 phone rep. Good luck !!!

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