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Can't activate new Xfinity Internet

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Frequent Visitor

Can't activate new Xfinity Internet

We set up our new Internet Essentials service hours ago but can't get it to activate.   We tried both wi-fi and ethernet connections, and have also reset the modem multiple times.   When we try to activate, we get a pop-up window on our laptops called "XFINITY Smart Internet" at http://10.0.0.1/captiveportal.php, but at most we get a blue screen that won't finish loading.   When I reset the modem through Comcast, I get a message saying there are no connection issues, and to make sure the devices are connection to the home network, which they are.  However the status center says they're having trouble finding a signal.  

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Diamond Problem Solver

Re: Can't activate new Xfinity Internet

What are lights on your gateway doing? How sure are you that you are working with a live cable signal?

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Expert

Re: Can't activate new Xfinity Internet

If the "Online" indicator light on the modem is lit steadily, give this automated device activation line a shot: 1-855-652-3446. Even if the automation fails, you then get connected to an advanced repair representative rather than a tier 1 phone rep. Good luck !



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Frequent Visitor

Re: Can't activate new Xfinity Internet

The online light is off.  The UIS/DS, 2.4 and 5 CHz lights are all blinking, and the power light is on.  Also Xfinity is detecting our modem.  

 

Update: Finally got to chat with an agent, and then to a live person through xfinity.com/support/schedule-callback.   The live tech told me Xfinity can't connect with our modem.  Both people recommended a tech visit, which is scheduled for Monday.

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Frequent Visitor

Re: Can't activate new Xfinity Internet

The online light is not on.  Also I tried calling that number.  They detected my modem but only offered a link to an app to complete the activation.  The app won't work on my laptop.  And they didn't take me to a live person,.  The recording said they were dealing with the challenges posed by COVID-19.  

 

Update:  Finally got to chat with an agent, and then to a live person through xfinity.com/support/schedule-callback.  Both recommended a tech visit, which is scheduled for Monday.  

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New Poster

Re: Can't activate new Xfinity Internet

I'm having the same trouble and about to lose my mind.   Just moved into a new place and have been working on this for 2 days.  Can't get  person on the phone.  Do-loop, no matter what I try.  The modem doesn't get a signal.  Tried multiple outlets.  Nothing. The stupid automated person on the activation line and on customer service just keeps telling me to restart the modem.  I've done it like 10 times.  I can't get it to tell me anything else.  Sometimes it will say they will contact me withing 10 minutes after reset it, but they don't.  It's all a ruse.  I'm about to start throwing stuff.  

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Diamond Problem Solver

Re: Can't activate new Xfinity Internet

Have either of you backtracked through your house to see what the cables are hooked up to, if anything. If you don’t have your modem locked in, only a tech visit is going to solve it, if you can’t find a live cable

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Frequent Visitor

Re: Can't activate new Xfinity Internet

The modem is hooked up to a cable splitter that's coming from another bedroom, which was installed from the outside.  The splitter was also installed by  Comcast/Xfinity.  We don't have pre-installed cable wall outlets in our 100-year-old rental home.  FYI we have scheduled a tech visit for Monday, but are planning to try hooking the modem up to the living room cable with another splitter before then.  

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Frequent Visitor

Re: Can't activate new Xfinity Internet

I feel your pain.   Still don't have a solution but was finally able to get in contact with a live person.   When the tech on chat couldn't help me I asked for a live person, and they gave me this link:   xfinity.com/support/schedule-callback .  We had to wait awhile but we did get a call, and are currently scheduled for a tech visit.