1 Message
Modem will not set up
This is the second week in a row. I’m trying to set up my new modem and it just doesn’t work. Once I disconnect the old modem I don’t have a connection to set up the new one. I’m going on four hours of trying to do this I need some help
XfinityAldrik
Official Employee
•
1.7K Messages
4 months ago
Thank you for reaching out to us @user_9ir4nf! Since there is a new and an old modem on the account, I’d like to make sure we have the correct one set as the primary. Once we confirm the right modem is set as the primary, I’d like to send over an activation signal. Could you please send our team a direct message with your full name, full address, and the MAC address of the new modem? To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
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.
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