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user_nxav6i
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2 Messages

Monday, October 13th, 2025

Connected wrong modem, how to disconnect

My neighbor and I both ordered the same modem at the same time and I accidentally took theirs and linked it to my house and account. I hard reset it but it's still tied to my account and I can't remove it, please help.

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6 hours ago

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XfinityRay

Official Employee

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3.3K Messages

6 hours ago

Hi there, @user_nxav6i! You are at the right place for help with the modem. Did you hook up your modem instead and it is still not working or are you still trying to use your neighbor's modem? The Serial Number for each modem should be associated with your respective accounts which is what we use during activation. 

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user_nxav6i

Visitor

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2 Messages

I hooked up their modem to my house and account and now want to return it to them because it's not mine and mine is still on the way. I can't figure out how to completely wipe it and remove it from my account so my neighbor can have it back 

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6 hours ago

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XfinityRay

Official Employee

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3.3K Messages

Perfect! We want you to use your modem, @user_nxav6i. I will need to check the account to find the best path forward. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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6 hours ago

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