U

Visitor

 • 

1 Message

Tuesday, July 1st, 2025 4:18 AM

Issues activating modem, Fraud and multiple accounts

I'm having some pretty significant issues and really need some help.

I am trying to set up internet access at a 2nd home I visit infrequently. 

I have had comcast access there before with no issues, using my own modem. I have just been trying to reactive my access using the same modem and have run into many issues. 

I signed up for Xfinity Now, not realizing I could not use my own modem (I'm trying to get access turned on ASAP and don't want to wait for shipping).

It's very hard to find a number to call on Xfinity's website and so called a number I found searching on google. This number, I now think, was a fraudulent number. After spending 2 hours on the phone with someone who I think was perpetrating fraud and impersonating me on the mobile chat, I disconnected.

At this point, it seems I have had multiple accounts created. 

I spent another 2 hours on live chat with an Xfinity agent trying to get my modem activated for at least one of these accounts ASAP (I need access for work).

When we started the chat, my modem had access to the internet with an IP address starting with 73. Going to any webpage redirected me to a splash page from Xfinity indicating I needed to activate my equipment.

After trying to activate the modem, my modem is now cycling continuously. I do not believe this is a connection issue, as I've had the same connection and modem previously. Also the Signal to noise ratio seems good. Please see screenshot of modem settings below. I suspect my issue is an account issue on Xfinity's end.

My goal is to have a SINGLE account, with the cheapest, month to month internet access where I can use my own modem, and get it activated ASAP. I would GREATLY appreciate any help. This has been a rough experience, and all I want to do as re-activate a service I previously had...

Official Employee

 • 

1.3K Messages

12 hours ago

 

user_2cskkf I'm terribly sorry for the experience you've had, and our team can look into seeing how we can get this straightened out for you. I do want to mention that we don't have access to the NOW accounts, though, but we can review what promos are available on our end. Please send our team a direct message with your full name and address.
 
To send a Direct Message:

 

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
    • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
    • An "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.

 

forum icon

New to the Community?

Start Here