Regular Visitor
•
7 Messages
MAC Address is listed as my modems serial number on Xfinity website. *My Internet works fine*
My modem works fine the problem is that the xfinity app ALWAYS shows my Netgear modem CM2050V offline. The Xfinity web site ALWAYS says not connected. It would be nice to see it as being connected so when or if there is an outage the correct info is being displayed. I have called customer service twice in the last two weeks and got the run around. The first contact I was switched over to the technical dept. That person was not helpful, I had to force that person to write down my serial number after she said it would be fixed in an hour and to call back later if it was not fixed. The 2nd call I just talked to the rep that answered the phone. I was told since you own your own modem we only go by the MAC address. Well I know that is not true. I never had a problem before I installed this Modem in June 2021, and I have had a lot of surfboard modems in the last 30 years (all owned). Is there anyway I can get xfinity to replace the serial number (MAC address) with the actual serial number and not the MAC address? I'm sure they know what the serial number is or I can tell them.
CCMartin
Gold Problem Solver
•
2.9K Messages
3 years ago
Hey there, @wingbike1989
I have only seen MAC addresses on our side, even when we add the modem, but we can double check into your side and see what we can do to help. To send the requested information:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon
• 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
0
0
gwtx
Contributor
•
72 Messages
3 years ago
I too have a Netgear CM2050V, and the MAC is entered as the serial number, also installed around June/July time frame,
and it has been showing as offline until sometime late last month. Both the Flex streaming box and the modem both showed offline
etc, now both are showing online now, even though they were showing offline, I was still able to trigger a remote reset
(edited)
0
0