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gaitonde
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22 Messages

09/08/2026 9:38 PM

Issue with modems seen on the account

My daughter signed up for the internet service. She picked up the modem (XB7) yesterday afternoon from Xfinity office, Evanston, IL. However, she could not activate the service with that modem, we went back to the store again and they gave us a different modem to activate (XB8). We went back to the store in the afternoon to return the XB7 modem but the agent in the store could not give us the return receipt saying that he could see only 1 modem on the account (XB8). However, we can see 2 modems still on the account through the app, even though we had returned the XB7 modem. Can someone help me with removing the XB7 modem from the online account view which has already been returned so that there are no discrepancies later on.

Regards,

SG

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2 hours ago

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EG

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120.8K Messages

3 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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XfinityThomasD

Official Employee

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2K Messages

2 hours ago

 

gaitonde Thank you for creating a post on our Forums. I'm sorry to hear that the first modem wasn't working properly, and I'm assuming that the second modem is now working fine? We can certainly help review the equipment listed on the account to help clean it up if needed. Please send our team a direct message with your full name (and the account holder's name if different) and address.

 

To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • 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
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

    How to: Direct messaging within the forum

 

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gaitonde

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22 Messages

@XfinityThomasD​ message sent to Xfinity Support as advised. PLEASE HELP.

Regards,

SG

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