Where did you buy it ?
O/k so I assume that it was new out of the original factory packaging ?
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic. Good luck !
Thanks for reaching out to us here for help setting up your new gateway. I'd love to take a closer look and help you get this equipment set up. Please send me a private message with your first and last name as well as your service address so I can assist.
To send a private message, click my name "Comcast_Support", then click "send a message".