Visitor
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1 Message
Need my old modem disconnect
On the "customerowned" section of xfinity it shows the old modem and not the new one i installed. The internet is working fine but I cannot check my new modem or the data usage. It says on my plan that I have two modems and I need the old one disconnected.
XfinityJeff
Official Employee
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790 Messages
3 months ago
Good morning @user_ryac3e, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issue you are having with the new modem in the Xfinity app, but you have come to the right place for assistance with this issue. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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XfinityJeff
Official Employee
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790 Messages
3 months ago
Thank you again @user_ryac3e for working with us via direct message to resolve your issue. We were able to remove that old modem from the account. Our Xfinity forums community is a great place to discover helpful insights and answers to you Xfinity related questions. You can also manage your account, troubleshoot issues, and reach out to support via the Xfinity app. We really appreciate your continued support, and wish you a great rest of your day!
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