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user_0tgtp4
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3 Messages

Sunday, February 16th, 2025 5:51 AM

unable (ever) to access Gateway

Default Gateway username and password doesn't work at all (TRIED FACTORY RESET)

I'm trying to login to my gateway to change some settings.

I have tried

  • Factory Resetting (Multiple times)
  • the username and passwords: admin, password (all lowercase)
  • Calling Support which in a very frustrating manner won't connect me to a person and only sends me to the Xfinity app where I have spent hours upon hours including 2 shift changes on Xfinity's end which caused us to start over.  And oh, there's always an error when I ask for the chat transcript probably because when they tell me "it should be fine in the am after we make some setting changes", it is NOT.  I know they're [Edit: Language] me because we spent 6 hours trying to resolve the issue and couldn't.  AND they asked me what password I wanted to use and they would just set it for me!

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Updated 

11 hours ago

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user_0tgtp4

3 Messages

13 days ago

I should add I cannot access the Gateway whether I am connected via ethernet or WiFi. 

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XfinityBradM

Official Employee

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836 Messages

11 days ago

Hey there, @user_0tgtp4. Are you using one of our Xfinity Wireless Gateways or your own modem/router equipment? If it is one of our pieces of equipment you can utilize xfinity.com and the Xfinity app to view and change your password. What specific setting are you attempting to update through the admin tool? 

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user_0tgtp4

3 Messages

Hi Brad, I am using an Xfinity router.  Guess what?  NOW customers CANNOT change their password or their network name or explore changing the preset LOW security settings thru the admin tool.

Because apparently unknown to Xfinity IT installation techs as well as online IT support personnel as well as customers.  Xfinity states NOW customers bought the router as part of sign up.  So even though we now OWN this piece of equipment,  we can't utilize it as owner would.  

So all those hours with IT was a huge waste of my time.  Thanks, thanks a lot Xfinity. 

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2 days ago

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XfinityRay

Official Employee

 • 

2.5K Messages

Thanks for reaching out, user_0tgtp4! We appreciate your feedback on how you would like to see the NOW internet service change. The modem that comes with Now internet doesn't allow access to customize network settings and security, even from our end. You can purchase a router and enable bridge modem which would give you more network control. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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11 hours ago

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