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How to remove "customer owned" modem from account after upgrading to a new "customer owned" modem?

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Message 1 of 9
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Hi,

 

I recently upgraded my "customer owned" SB1621 modem to a "customer owned" SB1641; however, the previous modem (SB1621) is still somehow connected to my account in the troubleshooting app.  I need the previous modem removed from my account by Comcast so that the MAC is free and clear for me to sell or give away the device to another Comcast customer  to register.  I've tried to get this completed via the normal customer support channels; however, they seemed "confused" by my request and then just tell me it's fixed.  It's not.  Please help.

8 REPLIES
Posted by
Connection Expert

Message 2 of 9
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Concern moved here from home networking for greater exposure to actual Comcast employees.




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Posted by
Admin1

Message 3 of 9
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Hi tforystek -- I can help with that modem issue. I have removed your SB1621 from your account. Please allow at least 72 hours for this modem to completely disassociate from your account before moving forward with any sale of this modem. 




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Message 4 of 9
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Thank You so much. Unforturtunately, I'm still having major speed issues. Are you able to login to my SB1461 and check the signals, firmware version etc for any potential issues?

 

Things slow down during peak times.

 

Posted by
Admin1

Message 5 of 9
287 Views

Not seeing anything signal issues. Firmware is up to date and bootfile matches your speed tier. You may need a tech to come do a more thorough investigation. I can schedule one for you if you do want to go that route. I'd need to know days/times that work best for you. 




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Message 6 of 9
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Thanks for checking Zach. Speeds seem good yeserday and today. I'll come back and schedule a tech if/when it happens again.  I appreciate your help.

Posted by
Admin1

Message 7 of 9
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You're welcome. 




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Message 8 of 9
190 Views

Hi Zach, I need to schedule a COMCAT/XFINITY (for the love of god, please don't sechedule a contractor) technician to come and do a signal test on my line.  I have blast pro and cannot get above 95mpbs.  will you please help with this?

Posted by
Admin1

Message 9 of 9
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tforystek -- Yes I can help with that. What are good days/times to have someone come by? I'll request an in-house tech for you as well. 




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