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xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

New Poster

xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

It won't let me connect via the xFi app on either my iPad or Android phone.  It keeps saying, I need to upgrade but it is a brand new modem/router/gateway from Xfinity.  

Official Employee

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

Hi, Artjax - I made few changes with your account. Are you still getting an upgrade message?  


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New Poster

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

My account also says I need to upgrade my modem to get Xfinity xFi, but I own my current modem.  I don't want to pay $10/month for an xFinity modem, but I do want Xfinity xFi.  What are my options?



 

Official Employee

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

Hi fly321, xFi is only available to those that rent an xFi-eligible Gateway from Comcast. You can find information on the make/model requirements for leased equipment here: https://www.xfinity.com/support/internet/xfinity-xfi-overview/

 

 


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New Poster

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

It's saying the same thing for me and I have a new Comcast Modem Gateway. Then when I click the "upgrade" option, it says I have the latest equipment. Frustrating.

New Poster

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

Seems really odd that when you pay for a service and supply your own modem to save $10 that you do not have full access to an account that you are paying for. Example: I pay for the X1 Blast and Internet Blast Tier a pretty healthy price. Customers should have access if there own equipment is compatible with Xfinity. I am disappointed with this response. 

New Poster

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

I have the same problem. Can you help?
Official Employee

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

Brian61979 -- Thanks for reaching out.  I pulled up your account & it looks like you have a gateway that is currently not eligible.  You can read more about xFi eligibility here -- 

 

https://www.xfinity.com/support/articles/xfinity-xfi-overview


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Contributor

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

I have this same problem. I have the latest modem that is XFi compatible so I don’t understand what the issue is causing this not to work.
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Official Employee

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

CSM123 - Thanks for reaching out.  Can you please send me a Private Message & provide the MAC address of the Gateway?  You can send a Private Message by clicking on my username "ComcastRachelH" & then on the blue "Send a Message" button from my profile.

 

Thanks!


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New Poster

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

I’m having the same problem...

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway
Contributor

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

My modem is on eligible list in the link above, but apparently it has to be a rented modem to work with XFi?
Silver Problem Solver

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway


@CSM123 wrote:
My modem is on eligible list in the link above, but apparently it has to be a rented modem to work with XFi?

That is correct.

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I am just a customer, volunteering my time to help other customers here in the Forums.
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Official Employee

Re: xFi app says I need to upgrade my equipment but it is a new Comcast Modem Gateway

@Showvol, if you are still seeing the Equipment Upgrade message when trying to log into xFi, please send me a private message with you account number and I can take a look into it. 

Thanks!

 


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