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home phone - new xfi router - not working

New Poster

home phone - new xfi router - not working

Let me start out by stating i have called customer service, and the lady i spoke to didn't help me and then scheduled a tech to come out in 2 WEEKS... -_-

 

i honestly am at wits end. 

 

they upgraded me to the new xfi modem.. i have a triple play package (phone, internet, and the cable) everything but the phone is working.

 

i have no dial tone, and we plugged everything in correctly, despite not being given any instructions from the xfinity store. 

 

phone worked before switching to the new modem, its plugged directly into the back. 

 

ALSO

 

the xfinity app is saying that the xfi modem is unresponsive when we try to see if i can problem solve via the app. 

 

helpp

Valued Contributor

Re: home phone - new xfi router - not working


@melbuck wrote:

Let me start out by stating i have called customer service, and the lady i spoke to didn't help me and then scheduled a tech to come out in 2 WEEKS... -_-

 

i honestly am at wits end. 

 

they upgraded me to the new xfi modem.. i have a triple play package (phone, internet, and the cable) everything but the phone is working.

 

i have no dial tone, and we plugged everything in correctly, despite not being given any instructions from the xfinity store. 

 

phone worked before switching to the new modem, its plugged directly into the back. 

 

ALSO

 

the xfinity app is saying that the xfi modem is unresponsive when we try to see if i can problem solve via the app. 

 

helpp


It is probable that the setup and activation of your new modem/router was not done properly.  For self activation try:

 

Installation

  1. Unplug your old device from the coaxial outlet and plug your new gateway into that same outlet. 
  2. Connect the power connector to the new modem and electrical outlet.
  3. Connect the phone connector (RJ11) to the new modem (TEL1 port).
  4. Wait for the modem to come online. The lights on the modem will let you know when it is online. It may take a few minutes to connect the first time.
  5. Once the modem is online, connect your computer. Do not connect router if any at this point.

 

Activation

Before you start, make sure your account number and telephone number are readily available. This information can be found on your monthly statement or order confirmation e-mail.

 

  1. Open a web browser. You should automatically be directed to the XFINITY Activation page. If not, please go to www.xfinity.com/activate.
  2. Enter the account information and additional details for which you are asked via the webpage.
  3. After entering the appropriate information, activation will be complete.

If the online activation does not succeed, call customer support: 1-800-COMCAST (1-800-266-2278) or 1-800-XFINITY (1-800-934-6489)

 

Or Try calling 1-855-652-3446. That is their device activation line.

 

New Poster

Re: home phone - new xfi router - not working

ok thank you, im going to try this tomorrow! ill update you and let you know, thank you for taking the time to write it out for me! 

Greatly appreciated!