1 Message
activate a modem previously used by another account
I bought a Netgear CM1200 modem on Facebook Marketplace. I worked with Xfinity customer support to activate, and they told me the device MAC address was linked to another account and I should contact the seller to close out the account. I did that and he closed the Xfinity account. I went to the Batavia, IL Xfinity center just to check the status and they informed me that once a devices MAC address is linked to an account, that device/MAC address can't ever be used with a different Xfinity account, even if the previous account is closed. This makes no sense. Can anyone help?
XfinityVianney
Official Employee
•
2.1K Messages
1 year ago
Hi, @user_1s7a3w. Thank you for creating a new post and reaching us here. I see there has been some conflicting information about the device, so you'd like some help with clearing things up. I can confirm you can indeed use a device owned by a previous customer with the expectation the device was removed from the account without any holds. To confirm this, I would need to review this further.
I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
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