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user_0i62gc
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Tuesday, June 23rd, 2026 12:34 AM

I need a tier 2 specialist

I purchased a customer-owned modem, but the previous owner left it active on their account. I have the physical device and its MAC address, and I need a Tier 2 agent to forcefully remove it from the inactive account.

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6 hours ago

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XfinityPaula

Official Employee

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2.1K Messages

13 hours ago

 

user_0i62gc Hello there! Thanks for creating the post for us on our Xfintiy Forums for help with having the modem removed from the previous account. You have come to the right place for help! I'm sorry that the system is causing an issue when trying to add the device to your account. What type of modem do you have? 

 

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user_0i62gc

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2 Messages

I have a Netgear - Nighthawk AC1900 router with DOCSIS 3.0 cable modem. 

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6 hours ago

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XfinityMartyR

Official Employee

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3.4K Messages

 

user_0i62gc Let's see what we can do to help. Please send us a direct message. 
 
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the ""Start new conversation" (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

 

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6 hours ago

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