New Poster
•
7 Messages
Storm-Ready WiFi stuck in "Needs Attention" after Gateway upgrade from XB7 to XB8
I recently upgraded my Gateway from the XB7 to the XB8 via a swap with my local Xfinity store. Ever since my Storm-Ready device just shows as "Needs Attention". Upon further research I discovered that the Storm-Ready device should have been removed from my XB7 prior to my returning it. Unfortunately, that information was with the XB8 after I had already disconnected and turned in the XB7 for the swap. Here is what I have done so far:
- I have gone through all the troubleshooting steps in the Xfinity app, with no change.
- I have tried the REMOVE option with no change.
- I saw a post online in your Reddit location that suggested trying to connect the Storm-Ready directly to my Gateway via an Ethernet cable. No change with that either.
At this point in time I am unable to make use of my Storm-Ready device. I stopped at my local store today and they suggested contacting support as they didn't have any tools or access to anything they could do to troubleshoot this issue. Prior to this message I tried one of the online troubleshooting tools you have and it said it couldn't detect any Storm-Ready device on my account and that I should activate it. I tried that via the app and it said it was already activated.
Prior to the upgrade my Storm-Ready unit has been working flawlessly for over a year now.
While I can't say I'm an expert in your specific equipment, I have worked in IT for 41+ years prior to my retirement in 2018. So I feel I have enough of a technical background to have gone through all the basic steps and would appreciate if this could be bumped up to one of your higher technical support teams. Thank you in advance for your help with this issue.
--Bill
--Bill
XfinityAldrik
Official Employee
•
2.1K Messages
2 months ago
Thank you for reaching out to us @user_klpl48! We really appreciate you for sharing all these details, especially the troubleshooting steps you’ve taken! Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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.
1
0
EG
Expert
•
109.7K Messages
2 months ago
@user_klpl48 @XfinityAldrik
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
2
0
XfinityAmandaB
Official Employee
•
2.1K Messages
2 months ago
@user_klpl48 It was a pleasure to help get your Storm-ready wifi activated and working for you again!
0
0
EG
Expert
•
109.7K Messages
2 months ago
Now closing this solved topic.
0
0