How to remove a dead Cable modem that appears in my customer.Xfinity.com/#/devices page? Causing an issue with internet activation

How to remove a dead Cable modem that appears in my customer.Xfinity.com/#/devices page?

Under my devices page I have 2 cable modems listed in my Internet & Voice section. To be clear neither is owned by Xfinity. And should have only 1 listed (MTRL LLC MB7612)

- MTRL LLC MB7612 - Good. Currently active.

- NG CM2050V - Dead. NOT active - removed due to a hardware failure during an installation attempt on 01/26/2025

Timeline Details:

Jan 25, 2025 - MTRL LLC MB7612 working, for 2 years no issue.

Jan 26, 2025 - Attempted to install new NG CM2050V. During installation attempt using Xfinity App, the NG CM2050 cable modem failed - the hardware was bricked and unusable. So, ...

- ...Re-activated MTRL LLC MB7612 via Xfinity app's Activate a device/Your Own Modem. Internet active afterward.

Jan 27, 2025 - 7am All internet access re-directed to Xfinity Webpage asking me to activate our internet.

- Re-activated MTRL LLC MB7612 via Xfinity app's Activate a device/Your Own Modem. Internet active afterward.

Jan 28, 2025 - 7am All internet access re-directed to Xfinity Webpage asking me to activate our internet.

- Re-activated MTRL LLC MB7612via Xfinity app's Activate a device/Your Own Modem. Internet active afterward.

See the pattern?

Thanks so very much for any help on this issue.

Responses

Accepted Solution

XfinityMartyR

Official Employee

•

2K Messages

3 months ago

user_weng5o Thanks for reaching out! We can take a look, and see if we can remove the device from our side. Please send us a direct message.

To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

3

U

user_weng5o

3 Messages

Hi XfinityMartyR,

Thank you very much for your reply.

I'll happily reply as you requested.

One snag is that I don't have a "Direct Message" icon available on my browser, after signing in to the community forum.

Do I need to run a specific browser (FireFox, Chrome, etc) to see this icon?

Or does someone need to enable this icon in my forums community account now that I've posted a request?

Thank you again.

Like

Reply

3 months ago

0

XfinityMartyR

Official Employee

•

2K Messages

user_weng5o You're more than welcome, and our team is happy to help! The direct message icon looks like a chat box should be next to the bell icon, after signing into the Xfinity Community Forums. Firefox, or Chrome should work fine for you.

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

Like

Reply

3 months ago

U

user_weng5o

3 Messages

Thank you, XfinityMartyR. Overlooked the finer details on that chat box icon by then missing the New Message icon on the next screen. Will do.

Like

Reply

3 months ago

0

EG

Expert

•

110.1K Messages

3 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

Customer Service

user_weng5o

How to remove a dead Cable modem that appears in my customer.Xfinity.com/#/devices page? Causing an issue with internet activation

XfinityMartyR

user_weng5o

XfinityMartyR

user_weng5o

EG

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