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user_53bqmv
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Wednesday, July 9th, 2025 7:58 PM

X5001 activation

X5001 EPON gateway cannot be activated neither through the app nor through the "agent", what now?
So, it turns out nobody in Xfinity knows their own equipment too.
Just to reiterate: X5001 is an official Xfinity gateway hardware installed by Xfinity into "fiber-ready" homes.

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27 minutes ago

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EG

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111.5K Messages

6 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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user_53bqmv

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5 hours ago

I suspect that all systems that know about X5001 and fiber to the home existence were moved out of the xfinity app.
As it looks like none of the customer support representatives online know what needs to be done here.
And the "enter your CM MAC" prompt is hilarious too.

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XfinityShawn

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1.7K Messages

 

user_53bqmv Is the modem on our approved list? You can use this link https://www.xfinity.com/support/articles/list-of-approved-cable-modems to make sure.

 

(edited)

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

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4 hours ago

user_53bqmv

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@XfinityShawn​ Are you kidding me? https://www.xfinity.com/support/articles/broadband-gateways-userguides
Arris X5001 also known as "Xfinity Fiber Gateway" also known as "XF3"

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53 minutes ago

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XfinityLinda

Official Employee

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1.9K Messages

@user_53bqmv We apologize for the confusion, but the modem must be on our list to be compatible with our network. The Arris XF3 Wireless Gateway (model X5001) is not listed as a compatible modem for customer-owned and managed devices that support enhanced speeds. It is specifically noted that the battery for the XF3 is available only through professional installation, indicating limitations on its compatibility for certain services. 

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

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43 minutes ago

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user_53bqmv

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@XfinityLinda​ It's not "customer-owned" it's "Xfinity owned"
Please READ what I wrote. Thanks.
So right now we are in situation that only Xfinity is available at the property. And Xfinity CANNOT activate it? Is that what you're telling me?

Just to be clear:
The WHOLE building COMES with PRE-INSTALLED Xfinity.
What I want is to ACTIVATE your PRE-INSTALLED equipment.
The equipment IS working, ALL relevant lights are ON.
It's just there is no EPON activation on the device because YOUR app (and nobody else in Xfinity, it seems) is programmed to do that.
So WHAT are my options to get connected?

(edited)

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27 minutes ago

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