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user_a9365
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Contributor

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51 Messages

Saturday, September 6th, 2025 5:36 PM

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account clean up

Xfinity assistance is telling me I have multiple modems on my account. I have the one I just received from Xfinity and 2 that I owned previously. I should only have the one I just received from Xfinity but I have no way to remove the other 2. How do I get them removed?

Here is the message:

I found multiple devices on your account. Please select the modem currently experiencing the issue. Please note, the MAC Address or serial number can be found on the bottom or back of the modem.
Leased Xfinity Gateway-Technicolor- CGM498COM - xxxxxxxxxx
Customer-Owned Modem-HI- CODA56 - xxxxxxxxxx
Customer-Owned Modem-HI- CODA56 - xxxxxxxxxx

Question

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Updated 

8 months ago

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Accepted Solution

XfinityRay

Official Employee

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3.9K Messages

8 months ago

Thank you for working with our team to get the 2 modems removed from your account, @user_a9365! I manually removed them from our billing system. From there the information filtered through our other systems and to your account online and the Xfinity app. I am glad we could get this squared away for you! 

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EG

Expert

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117.8K Messages

8 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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user_a9365

Contributor

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51 Messages

Thank you for doing that

8 months ago

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XfinityDuron

Official Employee

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714 Messages

Hello there @user_a9365, I know that can be very confusing when you're being told you have something that's not in your possession. Has anyone assisted you in the removal of those modems?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

8 months ago

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user_a9365

Contributor

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51 Messages

8 months ago

No I have not been helped yet. I was told by someone on chat they removed them but they did not.

On another note I have a message from the Xfinity assistance saying my new Xfinity modem I just received has an error that needs corrected. Here's the message:

I’m updating the device in our system. Please give us a moment to fix it.
I found an issue with your modem. If you'd like I can connect you with an agent now.

(edited)

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XfinityDuron

Official Employee

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714 Messages

I ask that you send a Direct message with your name and address to your account to further assist. 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

8 months ago

0

user_a9365

Contributor

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51 Messages

I sent it to you just now

8 months ago

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