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user_f3nk4x
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Wednesday, September 24th, 2025

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Wifi extender not activating

I finally received my Pro wifi extender today (I had been told when I requested it that I would receive it in 1-2 days). For some reason they included a second Gateway in the box (which I didn't ask for and they didn't say they would send) so I don't know if I should return it. Regardless, the wifi extender will not activate. I have tried four different spots within two different rooms, and I have tried restarting my Gateway as the app suggested, and none of it has helped - after scanning the QR code, there's always a pause and then I always get an error message that the app cannot activate the extender. I have also tried calling for help five times but every time the system said it couldn't understand what I wanted help with and hung up on me. I tried chatting with an agent through the app but the chat-agent just directed a voice-agent to call me and for some reason the call went to voicemail although I was waiting at the phone. I was told on the phone when ordering Pro that the setup would be fast and easy (just a couple of minutes, I was told) but it has been 90 frustrating minutes so far, the majority of it spent trying in vain to connect to someone who can help me. If anyone has any suggestions for anything I can try that I haven't already tried, please let me know. Thanks. 

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8 days ago

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user_f3nk4x

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12 days ago

Does anyone have any suggestions? Two days later, I am still getting the same error message every time I try to activate my extender and I still haven't successfully talked to anyone at Xfinity's tech support. 

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XfinityDena

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3.7K Messages

I am sorry to hear your extender is not activating. Are you using the new modem? @user_f3nk4x

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

12 days ago

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user_f3nk4x

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@XfinityDena Why would I use the new modem? The modem I already had been with me for less than two weeks when I inexplicably received another modem that, as I mentioned, was not requested by me, that I do not want nor need, and that I was not told I would be receiving and have no idea why it was sent. 

I'm not sure why Xfinity's only response to my post thus far (and only after I posted twice) is an irrelevant question. I wish that there was another company that provided decent internet to my apartment as my "customer service" experiences thus far would have prompted me to quit as a customer by now if that were an option for me. And I've been a customer less than three weeks. 

(edited)

10 days ago

XfinityBrianH

Official Employee

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1.7K Messages

 

user_f3nk4x Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

10 days ago

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EG

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113.8K Messages

9 days ago

@user_f3nk4x @XfinityBrianH 

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.

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user_f3nk4x

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@EG​ It turned out that the second modem I was sent worked with the wifi extender while the one I had gotten less than two weeks prior (when my internet was first hooked up) did not. This hadn't been explained anywhere I could find - it wasn't explained by the agent who processed my extender order on the phone, it wasn't explained in anything in the box that I received, it wasn't explained in the app and I didn't see it anywhere on the website section about extenders - although hopefully this would have been solved on Wednesday if the automated system had actually connected me to a live person instead of always telling me it couldn't understand why I was calling and disconnecting me without doing so. I suggested in a private message to Xfinity customer service that they make sure to include instructions about this in the box they send customers. 

9 days ago

EG

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113.8K Messages

8 days ago

@user_f3nk4x Hmmm.... O/k. Thanks for posting back ! Be well !

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Goodyh2o

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8 days ago

When I set my equipment there were dead spots in most of my house. They explicitly state in their advertising up to 2 extender pods would be provided if needed. It was extremely difficult and frustrating to get them to actually do this. When they finally did, I was charged hundreds of dollars for them. Also, I was sent 3 even though I only ever requested 2 as part of the service I signed up for. Months later, the issue is still unresolved. I do not recommend Pro at all. The service and support is terrible.

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