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singhsup
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3 Messages

Thursday, July 4th, 2024

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Activating a used modem - unlinking from previous account

Hi, I tried to reach out to xfinity customer service to activate a netgear refurbished modem purchased from marketplace, however, when I speak with customer care, they are unable to activate the modem in my apartment saying it is setup to another account.

Will resetting the modem fix it? Any solutions appreciated. 

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1 year ago

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XfinityVianney

Official Employee

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2.4K Messages

1 year ago

Hi @singhsup,

Thank you for reaching out. I hope you are doing well. I see you'd like to add a modem you recently purchased, and you needed help getting it added. Along the way, we ran into some trouble. This error can indeed occur if the device is linked to another account or may still be within the inventory of the previous provider. In those stances, we aren't able to add the device. We also don't have a way of seeing the previous provider of the device on our end. From here, I would contact the store or person from whom you purchased the device for further assistance. 

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singhsup

3 Messages

It may be difficult to reach out, as I got it from Craigslist (marketplace)

Thanks XfinityVianney

So, 

1) Will reseting the modem help?

2) Alternatively,  Do service providers unlink the modem after 6 months once account is inactive. Can I wait for few months and then try worst case scenario?

1 year ago

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XfinityVianney

Official Employee

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2.4K Messages

 

 

 

1) Will resetting the modem help?

For this issue, it wouldn't help to be honest. The devices are linked according to the serial number and/or MAC Address. Resetting, even a factory reset, won't change this information as it's essentially embedded into the device.

2) Alternatively,  Do service providers unlink the modem after 6 months once account is inactive. Can I wait for few months and then try worst case scenario?

I'm not aware of any specific timeframe in which it would be released to be completely upfront. This is also a safeguard to prevent an unauthorized swap that the previous owner wasn't aware of. It wouldn't hurt to send them an email if possible. There is a chance they didn't know it had to be removed, and it's an honest mistake. We do see this on occasion, so it does happen.

I wish I was able to provide a better outcome, but I hope this helps. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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singhsup

3 Messages

@XfinityVianney​ I learned from the seller that he was on Xfinity too with his previous account. Can you unlink from that account as that account is no longer active if I provide Serial number and MAc?

Does he still need to contact? Or can you help release it without that? 

1 year ago

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XfinityBrianH

Official Employee

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1.7K Messages

 

singhsup The account owner where the modem is vurrently listed would need to contact us to have it removed from the 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

1 year ago

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