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galerie's profile
galerie
20th Anniversary celebration
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Contributor

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55 Messages

Wednesday, January 8th, 2025 2:45 PM

My account equipment still shows old cable modem

I replaced my Surfboard 8200 with a Arris G34 and my account still shows the surfboard and shows its offline.  When will my account reflect the correct equipment????

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Updated 

4 months ago

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EG

Expert

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110.4K Messages

4 months 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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XfinityKei

Official Employee

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1.5K Messages

4 months ago

@galerie Thanks for reaching out to us, I can understand your concern when your account hasn't updated on your side. You'e in the right place for help as we can certainly assist with this.

How long ago did you make this change? 

Have you had the chance to log out and log back into the app for the update?

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galerie

Contributor

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55 Messages

yes I have logged off and back on - this was replaced a few weeks ago

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4 months ago

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XfinityBradM

Official Employee

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915 Messages

Your account will need to go through another cycle until an update is pushed to the Xfinity app and management web portal. The date when your statement goes to the next month is printed at the top of each page on your Xfinity monthly billing statement. Are you having issues with the Arris G34 modem currently? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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4 months ago

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