Visitor
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2 Messages
New Modem installed, but old modem is still on account
I have a certified Next-Gen Hitron CODA56 modem. It is pulling a legacy bootfile and capping my speeds. Of primary concern is the upload speeds, it is only at 40 Mbps. How can I have my old modem removed from my account entirely, re-add the new MAC address, and push the Next-Gen bootfile?
Do I have to call customer support for this or is there an online way of doing this?
EG
Expert
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122.5K Messages
2 hours 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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XfinityBrianH
Official Employee
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2.6K Messages
1 hour ago
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1….
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