Thanks for reaching out! You should be able to remove your modem from your account in the Xfinity app, under WiFi, view WiFi equipment. You should see the current active modem, along with any other customer owned equipment tied to your account.
Thank you for sharing that screenshot @user_k2qs9b! Could you please send our team a direct message with your full name and full address? Our team can assist with removing the previous modem. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary 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.
user_k2qs9b
3 Messages
4 months ago
Looking for a direct message to send info to xfinity support.
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EG
Expert
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110.1K Messages
4 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
@user_k2qs9b Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
(edited)
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XfinityMartyR
Official Employee
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2K Messages
4 months ago
Thanks for reaching out! You should be able to remove your modem from your account in the Xfinity app, under WiFi, view WiFi equipment. You should see the current active modem, along with any other customer owned equipment tied to your account.
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