Visitor

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3 Messages

Tuesday, July 29th, 2025

Closed

Modem MAC ID

I have purchased a brand new Arris Surfboard s33v3 modem which Xfinity states is an approved modem for my area. The Xfinity activation app refuses to accept the correct Mac ID that is printed on the label on the bottom of the modem. I have been unable to reach a human customer service agent to resolve this issue and I’m very frustrated. Chat bot was useless.

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Expert

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32.1K Messages

6 days ago

Moved to Customer Service as this has nothing to do with Accessibility/disability.

Visitor

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3 Messages

Thanks when I posted this the form was being glitchy, and whenever I tried to change the location of the posting it would reload the page, and I would lose everything I typed.

Official Employee

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3.1K Messages

6 days ago

Hi there, Cloudborn14! Congratulations on the new modem! That is compatible with our service and should provide you with great service. Is the modem brand new or 2nd hand? When our system is unable to add it, I normally see it is because it is already located on another account. 

Visitor

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3 Messages

This was supposedly brand new from Best Buy. I ended up finally getting a hold of a real human being via chat after being given the runaround by the AI assistant, who was not helpful. they had to do something on their end to make it work. Interestingly, enough, I had to recently set up another modem that came directly from Xfinity and I had to do the same thing because they’re automated activation system didn’t work on their own equipment. it was frustrating to say the least, but after much waste of time, the problems got resolved. Thank you for replying to my message.

Expert

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32.1K Messages

4 days ago

As this is resolved I am closing this thread to further replies.

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