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Modem "on another account"

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Message 1 of 10
197 Views

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!

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Posted by
Official Employee

Message 8 of 10
147 Views
Solution

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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9 REPLIES
Posted by
Service Expert

Message 2 of 10
172 Views

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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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.
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Posted by
Frequent Visitor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.
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  • Congrats on Posting your first topic!

Message 3 of 10
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I bought it new on Amazon (sold and shipped directly by Amazon as well).

Posted by
Service Expert

Message 4 of 10
163 Views

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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We ask that you post publicly so people with similar questions may benefit from the conversation.
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Posted by
Frequent Visitor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.
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 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 5 of 10
155 Views

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.

Posted by
Official Employee

Message 6 of 10
138 Views

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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Posted by
Frequent Visitor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 7 of 10
128 Views

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

Posted by
Official Employee

Message 8 of 10
148 Views
Solution

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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Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
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Was your question answered? Mark it as an accepted solution!solution Icon
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I am an Offical Comcast Employee.
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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
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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
Posted by
Frequent Visitor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 9 of 10
98 Views

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

Posted by
Official Employee

Message 10 of 10
94 Views

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




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