Skip to main content

    Support

    Offers

U
user_62slic
1st Topic

2 Messages

Saturday, July 20th, 2024 4:02 PM

Closed

Can't register new modem

I have tried a few times to register a new cable modem for my connection.  Every time I try in the mobile app it is generating a generic "the cm mac number couldn't be identified" error.  What typically causes this issue?  The modem is on the compatible list that Xfinity has online.

Question

 • 

Updated 

10 months ago

97

1

0

Accepted Solution

XfinityAirelle

Official Employee

 • 

2.6K Messages

10 months ago

 

user_62slic Hi there! Is this an Xfinity Modemy ou are trying to activate or a new one that you purchased? 

 

2

0

user_62slic

2 Messages

It is not an Xfinity modem, it is a Netgear CM1000V modem I purchased to take advantage of the upgraded plan speeds.  

10 months ago

0

XfinityBillie

Official Employee

 • 

3.3K Messages

@user_62slic Thank you for clarifying that for me. I'm happy to see if we can help you get that modem activated on your account! Please send us a DM to Xfinity Support with your full name and service address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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

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

10 months ago

0

forum icon

New to the Community?

Start Here