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user_4881rp
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10/03/2026 12:45 AM

Why is Xfinity sending out "upgrade" XB7 gateways without warning you must have Android 12 or above? Waste of time & resources!

There is a remarkable & unfortunate lack of planning& engineering in your "upgrades" of gateway devices. Which should be concerning to you, since Ziply fiber is currently installing fiber optic everywhere. How is it you couldn't engineer a gateway that could be interfaced on the computer, or use existing phones that people actually use?

Why require customers to buy a new phone just to "upgrade" on a device with zero instructions (just plugin & start Xfinity App it says)

A Catch 22 loop in which you must have the Xfinity App to upgrade, but your phone cannot load the Xfinity App. So we then must spend more of your money to send the device back, or be forced to buy a new phone. Not optimal customer service or economic planning. Discriminating against older folks & budget families.

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20 days ago

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XfinityDilary

Official Employee

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3.9K Messages

20 days ago

 

Thanks for posting on our community forums, user_4881rp. I completely understand your frustration, and I appreciate you taking the time to share your experience. I can certainly see how challenging it would be if the activation process requires the Xfinity app, but the device you're using is unable to install it. While the Xfinity app is currently the supported method for activating this equipment, I understand your concerns about accessibility and the impact this may have on customers using older devices. Your feedback regarding the activation process, setup requirements, and overall customer experience is valuable, and I'll ensure it's documented appropriately. I realize this may not be the resolution you were hoping for, and I apologize for the inconvenience and frustration this situation has caused.

 

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BruceW

Gold Problem Solver

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27.8K Messages

20 days ago

@XfinityDilary wrpte: "... I'll ensure it's documented appropriately ..."

While you're at it, could you wake up the folks who maintain the "support" articles and have them correct https://www.xfinity.com/support/articles/using-xfinity-app? It still says the Xfinity app "Works with: Android (10.0 or later)" even though that changed several months ago to "Android 12 or later".

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