Visitor
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1 Message
"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!
EG
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.
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XfinityJustinM
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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