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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110.3K Messages

11 hours 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.

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