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New xfinity gateway will not work plugged into a UPS

New Poster

New xfinity gateway will not work plugged into a UPS

I have always protected my electronics with a UPS which has been very successful. Recently we upgraded our gateway to a the most recent one but when I plug it into the same UPS which definitely works the gateway never powers up.
I tried tis on two separate UPS's with the same result. If I plug the gateway into the same outlet as the UPS had been, it powers right up. I would not consider this normal.
Has anyone else experienced this issue? If so, please let me know what you came up with to protect your equipment.
Xfinity- please chime in and let me know what can be done.
Silver Problem Solver

Re: New xfinity gateway will not work plugged into a UPS


@Johnwebb332 wrote:
I have always protected my electronics with a UPS which has been very successful. Recently we upgraded our gateway to a the most recent one but when I plug it into the same UPS which definitely works the gateway never powers up.
I tried tis on two separate UPS's with the same result. If I plug the gateway into the same outlet as the UPS had been, it powers right up. I would not consider this normal.
Has anyone else experienced this issue? If so, please let me know what you came up with to protect your equipment.
Xfinity- please chime in and let me know what can be done.

Is the gateway an XB3 or XB6?

I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
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New Poster

Re: New xfinity gateway will not work plugged into a UPS

It is an XB6 gateway modem.
Official Employee Digital Care

Re: New xfinity gateway will not work plugged into a UPS

Hi @Johnwebb332, thanks for posting to the Xfinity Forums. We'd like to investigate further to see what could be causing this. What make/model UPS are you using? There may need to be some troubleshooting completed on the backend of your account. 

 

Can you please send a private message including the full name as it appears on the account and your full name if different? To send a Private Message, please click "Comcast_Support” and click “send a message".


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee Digital Care

Re: New xfinity gateway will not work plugged into a UPS

Johnwebb332, as we have not heard back from you in some time, I have closed this thread to further comments. I hope you were able to get your connection situated so you can enjoy your new gateway, but if you still need assistance, please feel free to start a new thread.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!