Xfinity plant
Xfinity globe
Community Forum

Need help getting MAC changed in Xfinity system

Frequent Visitor

Need help getting MAC changed in Xfinity system

Like many others, I was tired when I read off my MAC addy to the customer service person and picked the wrong one (my Arris all-in-one has two). Now I can't access the internet though 5 customer service folk have said I should be good. Can't get to most sites. Can't stream on Roku. Read that I should contact @ComcastJohnN ( to have him change the backend. Can't PM him out of the blue so am posting this to get help (from him or any other awesome customer service person). Please, ComcastJohnN (or other nice helpful person) help me and save my sanity!!!

Tags (3)
Expert

Re: Need help getting MAC changed in Xfinity system

I've asked a Comcast employee to help you. You should expect a reply in this thread. 

Frequent Visitor

Re: Need help getting MAC changed in Xfinity system

Well, thank you very much for that boost! Smiley Happy

Expert

Re: Need help getting MAC changed in Xfinity system

Was it the RF / HFC / CM MAC that was used and not the WAN MAC address ?

Official Employee

Re: Need help getting MAC changed in Xfinity system

 

Hello cowcatcher, I can assist you with getting your modem registered in our system. Can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?

Frequent Visitor

Re: Need help getting MAC changed in Xfinity system

Oh thank you! That sounds great, and I've tried to PM you but the PM page doesn't show me anything -- there's a blank box just below the 'Private Messages' header and that's that. Can you email me and I can give you the info you asked for?

Expert

Re: Need help getting MAC changed in Xfinity system


@cowcatcher wrote:

Oh thank you! That sounds great, and I've tried to PM you but the PM page doesn't show me anything -- there's a blank box just below the 'Private Messages' header and that's that. Can you email me and I can give you the info you asked for?


Do a "hover" over his name; there should be a "Send Message" in red.

Frequent Visitor

Re: Need help getting MAC changed in Xfinity system

Yes, when I clicked on it I was sent to the "Private Messages" page but couldn't do anything (ref:image). I did a lot of cut/paste/opening multiple windows to finally get the "Send To," "Message Subject," and "Message Body"

XFinity_PM.png
Frequent Visitor

Re: Need help getting MAC changed in Xfinity system

Originally it was the WAN MAC I gave, not the HFC.

Expert

Re: Need help getting MAC changed in Xfinity system


@RobertWy wrote:

@cowcatcher wrote:

Oh thank you! That sounds great, and I've tried to PM you but the PM page doesn't show me anything -- there's a blank box just below the 'Private Messages' header and that's that. Can you email me and I can give you the info you asked for?


Do a "hover" over his name; there should be a "Send Message" in red.


Poster had under 5 posts here. Is that a factor ?

Expert

Re: Need help getting MAC changed in Xfinity system


@cowcatcher wrote:

Originally it was the WAN MAC I gave, not the HFC.


That's the wrong one.

Frequent Visitor

Re: Need help getting MAC changed in Xfinity system

Yes, it was.

Expert

Re: Need help getting MAC changed in Xfinity system

@cowcatcher I let the admin know about your PM issues. You might want to try again to PM @ComcastAmir