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user_fb1b22
1st Topic

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3 Messages

Tuesday, July 12th, 2022 1:24 PM

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Brand new modem linked to another account and can’t register

I’m a new Xfinity customer and purchased a new modem. When trying to activate it through the app, the app gives me an error page right after logging in suggesting I contact live chat for help. I’ve gone through many agents all trying to connect my modem but they all come to the same conclusion and can’t do anything. They keep saying my modem has an account in it and they couldn’t unregister it. One suggested to contact Netgear and after contacting them, they told me that my modem is brand new and never registered before. I contacted Xfinity again and they still said the MAC has been registered.

Question

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Updated 

3 years ago

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NoNoBadPuppy

Problem Solver

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548 Messages

3 years ago

Where did you but the modem from?  Buying second hand hardware often has this problem. You will most like *NOT* be able to activate the modem.  Suggest you return it and buy a brand new one; not a refurbished unit, and definitely not a used one. 

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user_fb1b22

Visitor

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3 Messages

@NoNoBadPuppy​ Bought it new from Best Buy. Everything was sealed comparing to unboxings of the same modem on Youtube.

3 years ago

0

CCJodie

Problem Solver

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1.3K Messages

@user_fb1b22 Hi there! Let's take another look and see what we can do with that modem. Please send us a private message with your full name and service address. 

To send the requested information in a private message to Xfinity Support from any Forum page:

  •    Click "Sign In" if that prompt is visible
  •    Click the "Direct Messaging" icon or https://comca.st/3ALCgZG
  •    Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person", but don't do that.
  •       Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.
  •   Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
  •   Type your message in the text area near the bottom of the window
  •   Press Enter or tap the >icon to send it

I no longer work for Comcast.

3 years ago

0

flatlander3

Problem Solver

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1.5K Messages

3 years ago

I'd say you are stuck then and have no other option.  Unless it has the firmware option to "spoof" another MAC address, someone has already used it and they won't register it.  Return it, get another one, and you'll have a different hardware MAC to register on Xfinity's network. 

Could also be Best Buy got some cloned hardware.  They shouldn't give you any grief for a same model one-for-one swap.

1

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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