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user_644b18
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4 Messages

Sunday, July 24th, 2022 4:05 AM

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Activating a used modem - unlinking from previous account

A few questions:

1. If I am trying to use a previously owned modem, what does the previous owner need to do to unlink it from their account?

2. Do they need to do this even if they disconnected with Comcast (switched ISPs)?

3. Or what if they have upgraded/activated a new modem on their account? Does using a new modem automatically unlink the old modem from their account (freeing it up to be used on another account)?

Question

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Updated 

3 years ago

9.4K

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EG

Expert

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110.1K Messages

3 years ago

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

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XfinityDena

Official Employee

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3.2K Messages

3 years ago

That is a great question! If the modem is still connected to their account they will need to reach out to have that modem removed. Once removed it can take about 24-72 hours to complete and be eligible to add to your account. They can contact us by calling 1-800-266-2278. 

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user_644b18

Visitor

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4 Messages

@XfinityDena​ @XfinityDena​ but do they need to call you to have their modem removed , even if they have closed their Comcast account? They are using sonic now. Will the modem still be linked to their closed account?

3 years ago

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XfinityDena

Official Employee

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3.2K Messages

Yes it could still be linked to the closed account and they would need to reach out to have that modem unlinked to their account. Have you tired to add the modem to your account? If it is not connected to their account it could be added to yours. Otherwise it will give us an error saying we are unable to add to your account due to being connected to another account. 

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
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
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

3 years ago

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user_644b18

Visitor

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4 Messages

@XfinityDena​ would you be able to check if the MAC address is still linked to their old account? I have not tried to add it yet; I didn’t want to bother going to get it if i won’t be able to activate it.

3 years ago

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XfinityDena

Official Employee

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3.2K Messages

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

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
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
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

3 years ago

0

user_644b18

Visitor

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4 Messages

@XfinityDena​ also one more question. What if someone upgraded to a new modem on their Comcast account. Do they also have to call to have the old modem unlinked, or does this automatically happen when they link a new modem? Thank you!

3 years ago

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