How to remove unused customer modem from my account?

I have a Customer Modem on my account. I no longer use the Customer Modem. (I now have an Xfinity Gateway which I use.)

I would like to remove the Customer Modem from my account to avoid confusion. I tried to remove it using the Xfinity app, but was unsuccessful.

How do I remove the Customer Modem from my account? Thank you.

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EG

Expert

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123K Messages

4 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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user_vwcvhz

Visitor

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2 Messages

4 hours ago

I have the same problem, I received the following message but there is no way to remove or manage devices in the app or through the website.

Switch to your supported modem today

You have more than one modem on your Xfinity account, including a supported modem that's ready to deliver a secure and reliable internet experience.

Your current modem is no longer receiving the latest security updates. Without the latest features, the security and performance of your modem may be impacted over time. Over time, this may affect your modem's security and performance. Move your Xfinity service from your older modem to your supported modem that's already on your account to help keep your connection secure and reliable.

No equipment purchase is required. Simply switch your supported modem to continue enjoying the latest Xfinity services and future network enhancements.

Act now to help keep your home connected with a secure, reliable internet experience.

Thank you for being with Xfinity

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XfinityThomasA

Official Employee

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4.1K Messages

user_vwcvhz - Hello, and thanks for joining us here on the forums and for trying to remove your customer owned equipment online and via the app. We'd be happy to help. Please send us a Direct Message.

On a Desktop:

Make sure you’re logged into the forums.
Click the Direct Message icon in the top-right corner of the page.
Click the New Conversation icon to start a message.

Note: If the New Conversation icon is disabled, go to Profile Settings, uncheck “Opt Out from Direct Messaging,” and click Save.

In the “To:” field, type “Xfinity Support” and select the Xfinity Support handle with the blue checkmark to send your message.

On a Mobile Device:

Make sure you’re logged into the forums.
Tap the New Conversation icon.
In the “To:” field, type “Xfinity Support” and tap the Xfinity Support handle with the blue checkmark to send your message.

How to:Direct messaging within the forum

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 as Best Answer. tick

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3 hours ago

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user_gk3skz

Visitor

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3 Messages

@user_vwcvhz I received the same email today from Xfinity, which is what triggered my inquiry :-)

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3 hours ago

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user_vwcvhz

Visitor

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2 Messages

yes it was super helpful to require an action with no way to complete it! :-)

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3 hours ago

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XfinitySara

Official Employee

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3.1K Messages

3 hours ago

We can do that for you here, @user_gk3skz! Could you please send our team a direct message to continue?

How to send us a direct message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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user_gk3skz

Visitor

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3 Messages

Thank you @XfinitySara . I sent the DM as instructed. Thanks for your kind assistance!

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3 hours ago

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user_cknlee

Visitor

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2 Messages

@XfinitySara I do not see the DM icon on either desktop or mobile browsers. Also, I unchecked "Opt Out from Direct Messaging." Any suggestions?

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3 hours ago

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XfinityMarcus

Official Employee

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2.6K Messages

user_cknlee thank you for using the Xfinity Community Forum to reach out. Did you need assistance with your Xfinity service?

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 as Best Answer. tick

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3 hours ago

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user_cknlee

Visitor

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2 Messages

@XfinityMarcus yes, I also need to remove an old modem from my account

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58 minutes ago

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XfinitySeth

Official Employee

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1.7K Messages

We're happy to help! If you sign out and back into your account does the messaging icon appear for you via the steps we outlined earlier?

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30 minutes ago

0

XfinityRichard

Official Employee

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3.9K Messages

2 hours ago

It was a pleasure assisting you getting your modem removed off your account. We do appreciate you and we truly do appreciate your business!

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Customer Service

user_gk3skz

How to remove unused customer modem from my account?

EG

user_vwcvhz

XfinityThomasA

user_gk3skz

user_vwcvhz

XfinitySara

user_gk3skz

user_cknlee

XfinityMarcus

user_cknlee

XfinitySeth

XfinityRichard

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