New Poster
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3 Messages
trying to self activate replacement modem???
I have both the "my account" app and the Xfinity app. I don't see an option for activation. I tried the chat and it directs me to the Xfinity app (which I have) and then it takes me to a page that extols the virtues of having it. I click the google play store and it says I have the app installed...
So I'm in a loop. There are no options for a guided/self-activation and it just tells me (from inside the xfinity app) to use the xfinity app... I even uninstalled the app and went through the process to re-install it and nothing has changed...
Still no option to self-activate
I need this to work from home and I called in and they do the callback and then tell me there's no one to talk to me and to call back later...
EG
Expert
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110K Messages
3 years ago
Connect it to the coax line and power it up. Let it fully sync up with the system, and check that the front / top panel indicator light(s) are steadily lit.
Then connect a computer to it and open up a browser. You *may* see their *Walled Garden* modem self registration page. If so, follow the screen prompts. Have your mobile telephone number, your Xfinity username and password, or the account number and telephone number associated with your Comcast account handy.
If not, try calling 1-855-652-3446. That is their 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 provisioned for service. Have the RF / CM / HFC MAC address and the serial number of it handy when you call.
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XfinityBillie
Official Employee
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3.3K Messages
3 years ago
Hello @folgerj we appreciate you reaching out to us here on our Xfinity Forums. I'm truly sorry to hear of the frustration. Were you able to get your new modem activated? If not we can absolutely assist you further here. Please send us a direct message to "Xfinity Support" with your full name and address to get started.
To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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