Asked to activate a new modem...ended up with my Xfinity disconnected

I wanted to take advantage of Xfinity upgrading my 1 Gbps connection to 1.2 Gbps so I got a new cable modem. I vaguely recalled having to activate a modem so I just called customer support, they asked for my cable modem's MAC address, said it was activating and to wait 10 minutes.

Now not only does the new cable modem not provide Internet, the old cable modem does not provide Internet, my Xfinity account has been disabled, and I can no longer contact support. My Xfinity panel then said I was late on a bill due on Nov/26...so I paid it...

I still have an appointment tomorrow with Xfinity...or do I?????

Responses

CCMorgan

Gold Problem Solver

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3.3K Messages

4 years ago

Hi, user_206321. Good morning! Thanks so much for creating a post here within the Community. I know how important it is to have your internet connection working, especially these days, let me see what I can do to help.

Please send Xfinity Support a DM after clicking on the chat icon in the upper righthand corner of this page. Please include your name and address. We will go from there.

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CCMorgan

Gold Problem Solver

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3.3K Messages

4 years ago

Thank you! I do see you still have your appointment booked, so it's good we have that as backup. Do you have the new modem hooked up currently?

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user_206321

Visitor

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13 Messages

@XfinityMorgan Thank you for your response! Yes the new modem is hooked up. Modem thinks it has a healthy cable connection but the Wifi router attached to the modem thinks there’s no internet.

4 years ago

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user_206321

Visitor

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13 Messages

@EG thank you for moving my post to the correct forum!

4 years ago

CCMorgan

Gold Problem Solver

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3.3K Messages

EG is great, isn't he!?

I see the problem! It looks like the modem has a Walled Garden bootfile, which we need to fix. Can you unplug the power cord from the router for me please (leave it unplugged) and let me know once you've done that? I will need to send a signal through to the modem to unlock/correct its configuration file so you can get online.

(edited)

I no longer work for Comcast

4 years ago

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user_206321

Visitor

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13 Messages

4 years ago

Ok done. I’ve unplugged the ASUS ZenWifi AX router and left the Motorola cable modem plugged in.

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CCMorgan

Gold Problem Solver

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3.3K Messages

Excellent. Go ahead and plug the router back in for me. Allow it a few moments to register and then try to get online and let me know what happens please.

I no longer work for Comcast

4 years ago

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user_206321

Visitor

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13 Messages

Yay! My Internet works. My cable modem is still happy about the cable connection, and what's different is that the router is now happy there is Internet available.

4 years ago

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CCMorgan

Gold Problem Solver

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3.3K Messages

That's great! Glad to hear everything is working for you. :) Did you want to still keep the appointment, or would you like me to go ahead and cancel it?

I no longer work for Comcast

4 years ago

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user_206321

Visitor

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13 Messages

Please cancel the appointment, since I'm now also able to access my Xfinity app. That's interesting, I guess not having a working modem made the app think you no longer have Xfinity.

4 years ago

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CCMorgan

Gold Problem Solver

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3.3K Messages

Sounds good. I went ahead and canceled the appointment for you. A good app to have as backup is our My Account app, because it will work regardless of modem status.

I no longer work for Comcast

4 years ago

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user_206321

Asked to activate a new modem...ended up with my Xfinity disconnected

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