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DrGregger
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Saturday, September 27th, 2025 4:23 PM

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Can't register brand new modem. Support says it has been "registered to a different account."

Yesterday I installed a brand new Netgear Nighthawk CAX80 modem. I tried following instructions to use Xfinity app to activate the modem. It failed. Chat started with agent. She could not get it to work either. This is the modem suggested by Xfinity on the site to use so that was not it. Third level agent Wisam? Worked for an hour without being able to register the modem. Multiple Serial number, MAC address and discussions lead to the comment that this modem was registered to another account. The guy gave no solution. He then suggested I change plan and get a new better Xfinity modem sent to me. So after three hours I am sending back a new modem to Amazon and waiting for a new modem. This seems like a scam to me. Why is this occurring and why did they not remove the other modem and assign it to me? Also this is fourth attempt to post this. Each time I get to the tags section and it cancels the comment out. Seems like maybe a complaint to FCC about unable to change out a router is in order?

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6 months ago

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EG

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117.1K Messages

6 months ago

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

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XfinityMarshante

Official Employee

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1K Messages

6 months ago

Hello @DrGregger, thank you for taking the time to leave a post. Sorry to hear you're having trouble adding your modem to your account. In many cases, modems purchased through Amazon may be pre-owned and previously activated on another customer's account. If the previous owner didn’t remove the modem before selling it, we’re unable to remove it from their account without their permission. Have you tried reaching out to the seller to confirm whether the modem was used before? If so, they may be able to contact Xfinity to have it removed from their account. With the issue when trying to post, have you tried clearing your cookies and cache? Did you try using a different browser? 

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DrGregger

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Thank you for the response. We did contact Amazon they are the seller it is not refurbished. They are accepting it back I just have to drop off to Amazon. I have read other posts with a similar issue and the tech did remove the modem from the old account ? So not sure why that happened on that example. I did finally post with computer not phone and it did work. 

I have not had the new modem sent to me per Xfinity but the gentleman from tech support was very kind and understood this is not how it should work. I just wanted to make sure that this was heard and is not a Xfinity scam to make us rent a modem forever. In my experience with this swap it is always a hassle. I hope the new Xfinity modem helps. Thank you.  

6 months ago

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XfinityMarshante

Official Employee

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1K Messages

@DrGregger You're welcome. It’s good to hear that Amazon is accepting the return and that the modem wasn’t refurbished. I’m also glad to hear the tech you spoke with was understanding and supportive. It’s definitely not the experience we want customers to have, and I can assure you this isn’t a tactic to force modem rentals. We always aim to support customer-owned equipment when it’s compatible. Once you receive the modem, feel free to reach out if you'd like assistance with the setup we’re happy to help!"

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6 months ago

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