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Modem "on another account"

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Modem "on another account"

Hi, I recently purchased a new Arris TM822R to replace my rented Comcast modem. It's activated and works great but I can't view my data usage and the modem doesn't show on my account. I called about this and was told it's supposedly "on another Comcast customer's account". I bought it new so I'm not sure how this could've happened.

 

Is there any way to sort this out?

 

Thanks!

Accepted Solution

Re: Modem "on another account"

Hi, lwuki - Thank you for the information. I was able to investigate the issue and now your modem is listed under your account. You should be able to sign in to My Account and view it under devices. Please let me know if you get any issues.  

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Service Expert

Re: Modem "on another account"


lwuki wrote:

Hi, I recently purchased a new Arris TM822R to replace my rented Comcast modem. It's activated and works great but I can't view my data usage and the modem doesn't show on my account. I called about this and was told it's supposedly "on another Comcast customer's account". I bought it new so I'm not sure how this could've happened.

 

Is there any way to sort this out?

 

Thanks!


Did you buy it from a box store or someplace online?




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Re: Modem "on another account"

I bought it new on Amazon (sold and shipped directly by Amazon as well).

Service Expert

Re: Modem "on another account"

Did you print your receipt from ordering?  Do you still have the shipping receipt?

 

Sometimes a customer will buy something, set it up, and then decide it's not what they wanted or that it doesn't work for them, and they will send it back, neglecting to have it removed from their account.  Amazon will just repackage it as new, never thinking it may have been registered, and then sell it again.  I am not saying this is what happened in your case, but just passing that tidbit along.

 

I'll go ahead and escalate this to the Comcast Team available to the forum so they can see what they can do for you.  They may reply quickly or within a few days, so be patient.




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Re: Modem "on another account"

I do still have the original order confirmation and ship confirmation emails. Thank you for the info about what could've been a previous return, I didn't think of that.

 

Thanks for escalating this, I appreciate it.

Official Employee

Re: Modem "on another account"

Hello, lwuki - Could you please send me a screenshot of the order confirmation? I'd also need the CM and EMTA MACs, your full name, address, and a phone number. I can request an investigation and move the modem to your account. Thank you in advance.  


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Re: Modem "on another account"

I just sent the information you requested via private message. Thanks for your help!

Official Employee

Re: Modem "on another account"

Hi, lwuki - Thank you for the information. I was able to investigate the issue and now your modem is listed under your account. You should be able to sign in to My Account and view it under devices. Please let me know if you get any issues.  


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Re: Modem "on another account"

It is listed and works great! Thanks so much for your help, I really appreciate it! Smiley Happy

Official Employee

Re: Modem "on another account"

Awesome Smiley Happy I'm always happy to help, thank you for using our Xfinity Forum. Have a wonderful day!


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