Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,610,480

members

13

online now

1,792,356

discussions

Back to Top

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

Posted by
Edited on
‎03-19-2017 01:29 PM

Visitor
  • Congrats on Posting your first topic!

Member Since: ‎03-19-2017
Posts: 1
Message 1 of 3 (115 Views)

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

[ Edited ]

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.

2 REPLIES
Posted by
Connection Expert

Member Since: ‎12-24-2003
Posts: 54,159
Message 2 of 3 (106 Views)

Re: How to remove "customer owned" modem from account after upgrading to a new "custo

Concern moved here from home networking for greater exposure to actual Comcast employees.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Posted by
Administrator

Member Since: ‎03-31-2015
Posts: 8,217
Message 3 of 3 (30 Views)

Re: How to remove "customer owned" modem from account after upgrading to a new "customer owned" m...

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. 




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

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon