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user_bd99d5
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Tuesday, September 26th, 2023 7:37 PM

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CMTX CTDI Device Connection Notification From Inactive Account

I've deactivated my Xfinity account and turned in equipment, and as of today I am getting device connection notifications from the app but cannot see details due to the inactive status.

Is this from the modem being refurbished to be put back into service? Or could it be a connection from the coax point associated with the old address (I moved).

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Updated 

8 months ago

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XfinityEricB

Official Employee

 • 

1.5K Messages

1 year ago

Hello @user_bd99d5. You shouldn't be getting any notifications given the account is closed, but I would be happy to see what is going on for you. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

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pcarco

1 Message

1 year ago

I also cancelled Xfinity about a week ago and returned the equipment via UPS add I just now got 4 notifications on  my iPhone "New device connected. A new CTDI CMTX connected to your home network".  

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XfinitySheila

Official Employee

 • 

772 Messages

@pcarco

 

Hey there! Glad you reached out. I can understand your concern and would love to help confirm that your account is cancelled as requested. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

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

1 year ago

0

user_j1fu5z

1 Message

1 year ago

Hi, I cancelled my service about a month ago and returned my equipment in-person at an Xfinity store. Today I just received 4 notifications on my iPhone "New device connected. A new CTDI CMTX connected to your home network". What was the cause of this?

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XfinityRyanE

Official Employee

 • 

1.1K Messages

Hello @user_j1fu5z, thanks for reaching out to share your expiernece and express your concerns. 

A CTDI CMTX notification happens when a modem is connected to a network and there is no MoCA filter on the line. It's possible your old device was recycled, or is being tested by the warehouse for functionality. In some cases it can take a bit for equipment to be fully removed from a disconnected account, but as long as you are not getting unreturned device warnings/notifications, then everything should be good to go and the connection messages will stop coming in. 

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

1 year ago

0

FranciscoR

7 Messages

8 months ago

@xifnity I just activated my Xfinity modem and it’s already showing 5 CTDI CMTX devices  & 1 Generic Brand Vendor: Intel Corporate connected to the modem. 

I believe I received a refurbished modem because it was also dirty when I opened the box. This is 100% unacceptable. 

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XfinityLinda

Official Employee

 • 

1.3K Messages

@FranciscoR Sorry to hear about the trouble with your Xfinity modem. We will help via your post.

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

8 months ago

0

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