Community Forum

Can't get my Xi5 activated after move

Xfinity Forum Archive
About the archive project

Xfinity Forum Archive...

This is an archived section of the community.

Content in this area has been identified as outdated or irrelevant.

This change was done in an effort to make the forum easier to use and to keep only the most helpful and recent content active.

Post your questions in the Xfinity Community

New Poster

Can't get my Xi5 activated after move

The technichian came and set up all new equipment at my new location (3 miles from old apt) but didn't have an Xi5. I called customer service to get my exisiting Xi5 activated but the system wouldn't let him. Does anyone know how I can make this work? I would have to run the cable around doors and multiple windows to make it to my living room tv. 

Official Employee

Re: Can't get my Xi5 activated after move

On the gateway, is the moca on? Do you know if it's on your account?

Edit: there is no Xi5 listed on your new account. Only customer service might be able to transfer it from your old account to the new one.
New Poster

Re: Can't get my Xi5 activated after move

Thanks for the reply. MOCA is enabled. The rep was able to get to the last step before it prevented him from addidng it to my new address. I don't understand why it won't work if he can see it on my old address and it was a move. 

Official Employee

Re: Can't get my Xi5 activated after move

Hello, and thank you for reaching out to us. I would be happy to assist you from here. Can you verify your account information with me? I would need your phone number, full name, and service address. You can private message me by clicking my name and clicking private message. Thank you