New Poster
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6 Messages
Help re-provisioning a modem
Hi! Hoping someone can help us re-provision our cable modem with the correct profile -- Tried chatting with regular support and they were not able to understand what was needed. To make a long story short we had activated and been temporarily using an older data-only modem while our 'real' voice/data modem got replaced. When I activated our replacement voice/data modem today it activates but isn't getting our full speed profile -- appears to be capped. From past experience this happens when the config/profile getting push is incorrect. I also see the old modem and new modem both still listed in the account. Hoping someone can help us resolve.
Thanks!
Official Solution
XfinityRaul
Official Employee
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1.6K Messages
2 years ago
Great! I'm glad to see your modem is back online. Let's keep an eye on this and make sure your services continue to work properly. I want to check in with you in a day or two to stay on top of this.
Until then, is there anything else I can help you with?
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XfinityRaul
Official Employee
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1.6K Messages
2 years ago
Hello, @bscha. I hope you and your family had an amazing New Year weekend. I'm sorry to see you're having a difficult time getting your new modem to work properly. I'd be more than happy to get your device reprovisioned properly.
In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
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XfinityRaul
Official Employee
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1.6K Messages
2 years ago
Hello there, I hope you're having a great day so far. As promised, I'm checking in with you to confirm your services are still working properly, @bscha
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