Visitor
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1 Message
How to remove old cable modems from my account so Xfinity properly tracks my data usage
I upgraded my cable modem and activated it last weekend on the last day of the month. After checking today (two days into the new month), my account shows zero data usage (0GB). I know this is not correct as we have used the internet normally over the weekend after the activation. I currently have internet service, and my new cable modem is functioning properly. However, since Xfinity is not registering any data usage, I suspect that Xfinity is monitoring one of the old modems connected to my account and not the new cable modem. How do I remove the old cable modems and get Xfinity to properly track my data usage? The cell phone app and Xfinity Assistant are worthless at directing me to methods to address this problem.
XfinityDemitrius
Official Employee
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1.9K Messages
3 days ago
Hey @user_d0pqgx, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding the modem removal request. I would be more than happy to offer my assistance looking into this further for you.
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help.
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