Visitor
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1 Message
Can't activate new modem because MAC address is linked to another account
Trying to activate my new own modem and xfinity says the mac address is already assigned to another account. This modem was bought new from walmart, arris SB6190. Not sure how that's possible. The 1st tech told me they would move the mac to my account and it would take about 3 hours. I waited 3 hours and no internet, called back and the 2nd tech told me he would do the same process and he would call me back within 2 hours. No call and no internet. Any idea how I can get someone at xfinity get the modem activated? Thanks
flatlander3
Problem Solver
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1.5K Messages
3 years ago
If the mac is active on another account, I doubt very seriously they can "move the mac" to your account and disable the device they think is active.
Did you get a clone, or refurb from wallyworld? Arris mfg problem? Meh, it's possible. Someone might be spoofing the hardware MAC too. Might be faster to just exchange it at walmart. They shouldn't give you any grief for a one-for-one swap.
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EG
Expert
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110K 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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CCLamont
Problem Solver
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519 Messages
3 years ago
Hey, @user_AGebeb0. This is not the type of experience we want for any of our customers. I will make sure we do all we can to get your new modem activated. Thanks for making us aware of the experience. I would love a chance to turn this around and work towards a resolution.
Could you please send our team a direct message with your full name and full address?
Our team can most definitely take a further look at this issue.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
See https://comca.st/3KQF8q9r for an example.
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user_14cfc8
Visitor
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2 Messages
3 years ago
I encountered the same issue with an Arris SB8200 modem recently. Worked with at least 3 online agents, 1 phone agent and a Xfinity store staff. Their conclusions were all the same: the MAC was registered on the other account.
Back to the truth, the modem is on my hand. There is no reason another people is using it. So the condition those agents said should be the MAC was 1) 'registered' on the the other account, 2) not in use now, and 3) not unregistered yet.
Why couldn't they set a due date to remove the IDLE MAC address and notify that account owner about the removal?
All agents asked me to do the same things. 1) provide complete information 2) go to store to try again and 3) return the device or drop to trash bin.
They all said they could not know which account is having the device registered.
I think those agents all did their jobs, but the Xfinity agent system and service procedure design has some issue. All data are in their system, but they cannot help the agents.
For this, I sent a complain letter to Xfinity and hope their managers can fix the issue, instead of just asking device owners to drop the usable modems to trash bin.
They replied my email that they would escalate my opinion, but fixing the issue might need a while.
Hope future customers can be benefited.
FYR.
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