Message
When this error occurs, you'll see the following message:
“To set up your new device, give us a call. We ran into a problem. Once a customer service agent has solved the issue, you can continue to the next step. Please call our agents at 866-512-2218. XRE-10000”
Next steps
During the X1 activation process, you’ll be asked if you're replacing a device or adding an additional device. You should see the screens below.
Replace a device
- If you’re replacing a device, select Replace device.
- Select the device you want to replace.
- Notes:
- Once you’ve picked a device, we’ll deactivate it.
- To avoid being charged, please return the deactivated device within 30 days.
- Notes:
- You’ll receive on-screen confirmation that your device has been deactivated. Select Set up your new device.
- Notes:
- You can visit xfinity.com/returns to print a UPS label, find an Xfinity Retail Store near you or get further instructions.
- Name your device by creating a custom name or by using one of our suggested names (e.g., Living Room TV).
- You can visit xfinity.com/returns to print a UPS label, find an Xfinity Retail Store near you or get further instructions.
- Notes:
Install an additional device
- If you’re installing an additional device, select Install additional device.
- On-screen messaging will ask you to call us to add your new device.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.