New Poster
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5 Messages
xfinity app doesn't work on my phone, so I can't use the "faster speed" modem. What now?
I've been with xfinity internet for about eight years. I've always accessed xfinity internet with my iMac desktop, and I've always been wired (not wireless), and was always able to make updates and changes through said wired internet with said iMac. Then one day, xfinity sends me a notice to update my modem so I can "start enjoying my new speeds as soon as possible." I receive the new modem (containing ethernet ports for wired, mind you), with new instructions to "get online fast with easy, guided activation." Unfortunately, they tell me I specifically NEED to download the xfinity app to my phone and scan the QR code or type the text code into my app. My basic flip phone doesn't have Android or whatever I'm missing, so it isn't compatible with the xfinity app, so downloading it doesn't work, and there's apparently no longer the option to use my always used wired iMac to set up modems anymore. Disappointed, I send the "faster" modem back and am still using the old current modem. I checked everywhere on the xfinity site but it keeps telling me I NEED the phone app.
This isn't rocket science. Technology should be about moving forward with efficiency and convenience, not backward. "fast with easy activation" doesn't mean having to jump through flaming hoops on moving conveyor belts just to flip on a switch. This is 2024.
When do you plan on releasing a "fast and easy" modem that doesn't alienate wired iMac users like myself?
XfinityBenny
Official Employee
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790 Messages
1 year ago
@mxcorp73 Thanks for the detailed post. You can still activate the new modem using your laptop, doesn't matter what kind it is as long as it has a supported browser like Edge, Chrome, or Safari. This https://www.xfinity.com/support/articles/activate-voice-gateway-modem page has a short video that shows the process, and what to do at https://xfinity.com/activate if the welcome screen doesn't autopopulate when trying to connect. The app is amazing, and allows customers to manage every part of their service/account, as well as activate the modem. For that reason, it does require a smart phone, meaning a flip phone may not be able to match the requirements needed to manage such tasks online. It can still be done with the steps above on your own, or through a support agent. It's easy for us to activate the service anytime you need, and are happy to help. We suggest visiting a local Xfinity store to get the new equipment, so you can have the amazing speeds. They do make a huge difference, and the new equipment will have you set up regarding future upgrades, for several years. Find the closest one to your location here https://www.xfinity.com/local/store-offers.
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EG
Expert
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110.2K Messages
1 year ago
@mxcorp73
Possible options;
Try calling 1-855-652-3446. That is their self-install 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. Good luck !
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