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Chrof
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4 Messages

Wednesday, January 15th, 2025 5:40 PM

Sign-in is Required

I've had my own modem setup for multiple months already with no issues. Activated through the XFINITY app.

I woke up today and now every device that is connected to the network is getting routed to a sign-in page that eventually sends you to download the app so you can activate your service.

My service is activated and my personal modem is as well.

I've tried resetting my modem multiple times, even clearing settings.

I have no internet access no matter what I do.

Question

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Updated 

5 months ago

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4

Accepted Solution

Chrof

4 Messages

5 months ago

For those wondering, I was still on Xfi complete and had to switch to the unlimited data plan since I have my own modem.

I also needed to activate my modem through the app again even though it said it was online.

There was also something they needed to do on their side.

All in all, took a long time but it's working now.

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Chrof

4 Messages

5 months ago

Also the app says my modem is online and there are no outages.

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XfinityThomasC

Official Employee

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2.6K Messages

Hello, @Chrof

Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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5 months ago

0

Chrof

4 Messages

I have sent a message, thank you for the reply here.

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5 months ago

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EG

Expert

 • 

110.9K Messages

5 months ago

@Chrof It sounds like your modem may have lost its provisioning with their system for some reason. I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to check on that for you as well as confirm that the modem and account data is correct and complete in their backend database. Good luck !

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XfinityVictor

Official Employee

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1.4K Messages

5 months ago

Awesome, I am glad we were able to assist you in connecting to the internet. Have a great rest of your day!

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