U

Visitor

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1 Message

Thursday, May 8th, 2025 12:56 AM

"sorry, that didn't go as planned" on iPhone app

I follow all the steps, but when I click to activate the xFi gate way the app thinks for a minute and then says "sorry, that didn't go as planned" - then I have two options: Try again and Exit activation. The app is updated. The phone iOS is up to date. It has strong mobile/data signal. I gateway is plugged in blinking white. My cable connection works because I just unplugged it from the old gateway. 

I've tried

- uninstalling / reinstalling the app. 

- Using the bot Xfinity chat (absolutely useless)

- I'm right now using the "live" chat which takes about 20-25 minutes between responses (so I might get answer within a couple of days if I stay on the line full time, maybe take a day off work)

I'm a little frustrated - any help would be appreciated! 

Expert

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110.4K Messages

7 days ago

Try calling 1-855-652-3446. That is their self-install device activation line.


If that doesn't work for you, you can call 1-800-comcast and tell a rep that you would like to have a new modem activated / provisioned for service. Have the RF / CM / HFC MAC address and the serial number of it handy when you call.

Official Employee

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57 Messages

6 days ago

Hello @user_dif939,
Thank you for taking the time to visit our community forum. I also appreciate you sharing the troubleshooting steps that you have taken to get this resolved, I understand how frustrating it can be when simple things do not go to plan. Your patience has been immaculate, and I would love to help you get the modem connected! If things have not been resolved please send me a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon  
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 

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