I purchased a NetGear router/ modem and recently purchased a wireless plan. Due to the restrictions, I am attempting my own service set-up between xfinity and my router/modem. When I attempt to activate using the xfinity.com/activate link, it takes me through the screens to link and once I request it, I receive a screen with this message:
We are having trouble activating your service. Please give us a call at 1-800-xfinity.
Not being able to get through to a customer service agent to discuss this, I am looking to answer the question:
My router comes with both a serial number and a MAC address. The number listed attached to my xfinity account is the Modem router MAC address. Should this instead be the listed serial number? I ask because xfinity does not seem to recognize or connect to my device.
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 !!!