New Poster
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9 Messages
Got New Cable Modem, Want to Remove Old Device From Profile
Subject really says it all. Now I have two devices listed and when I go to the Status page, it tries to use the old modem that isn't attached anymore. It will be listed as an option in Help menus, but the answer is the phone app. I have the phone app and there is no way to remove the old device. To be clear, internet access is working, it's just the XFinity Status page doesn't work properly because it is trying to gather data from my old cable modem but can't find it. It doesn't appear to try the new device.
Andyr1
Gold Problem Solver
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8K Messages
3 years ago
Is it your own device, or was it a rented gateway? If rented, it might remain until it's logged into their inventory as returned. Otherwise, you may need to call Comcast and hopefully find someone who knows how to remove an old device.
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EG
Expert
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110.1K Messages
3 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.
@bebing2 There is no need to call in. We have a special team of employees right here on these boards that can help you.
(edited)
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XfinityDena
Official Employee
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3.2K Messages
3 years ago
That would frustrate me too. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- 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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