Skip to main content

    Support

    Offers

U
user_d3rlxd
1st Topic
1st Like

3 Messages

Friday, October 11th, 2024 5:02 AM

Closed

Customer Supplied Modem - check MAC address if already registered

I purchased a used modem from another Xfinity internet customer.  I understand that I cannot register this replacement modem to my account if it is still registered to the previous owner's account.  The seller assured me it is no longer registered to their account, but I am not 100% certain if they contacted Xfinity support to request that the MAC address be unregistered from their account.

To register the replacement modem to my account, I first need to unregister my current modem, since you can't have two modems registered to an account at the same time.  After unregistering my modem, then I must request the replacement modem be registered to my account.  It would be a terrible shame if I discovered that I cannot register the replacement modem after I already unregistered my modem.  

Can I request Xfinity to check if the MAC address of the replacement modem is already registered to another account?  Will they do that for me?  Or is my only option to attempt the registration myself after unregistering my current modem, and keep fingers crossed that it will work?

Question

 • 

Updated 

6 months ago

127

2

EG

Expert

 • 

110K 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.

0

0

XfinityThomasD

Official Employee

 • 

1.2K Messages

6 months ago

 

user_d3rlxd Thanks for posting on our Community Forums. Is the modem you've purchased an owned device (third party modem) or an Xfinity Gateway? I ask since our gateways would not be able to be sold and will not work after it has been registered as unreturned, even if it is removed from another account. If it is a third party modem, we can look into trying to remove the modem from a closed account to help register it to your account.

 

4

0

user_d3rlxd

3 Messages

It's a 3rd-party modem, not an Xfinity-supplied modem.  It is also on Xfinity's list of approved 3rd-party modems.

If I provide you (Xfinity Technical Support) with the MAC address, can you check if it's already registered before I attempt to register it myself?

(edited)

6 months ago

0

XfinityThomasD

Official Employee

 • 

1.2K Messages

We can certainly check a few things on our end for you. Please send our team a direct message with your full name and address.

 

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • 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.
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
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

6 months ago

user_d3rlxd

3 Messages

Thanks for your prompt reply.  This forum is a great resource!

6 months ago

0

XfinityOrlandoM

Official Employee

 • 

2K Messages

@user_d3rlxd

You're welcome, we look forward to receiving your direct message

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

6 months ago

0

forum icon

New to the Community?

Start Here