Visitor
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2 Messages
New Modem: This serial number already exists
I was experiencing inconsistent internet connectivity for a few months and also noticed around 250 Mbps speeds even though I pay for 1000 Mbps.
I called support and after several calls a technician appointment was scheduled; I got at least 10 reminders in a span of 2 days that a technician appointment is scheduled; please cancel if problem resolved. Every time I went through the prompts and ensured I had the appointment.
On the day of the appointment the technician shows up and checks all points of potential failure with wiring; they replace the wire that runs to my house from the street. They also tell me the problem may be the modem in regards to lower speeds. The technician appointment is the only satisfactory interaction in this episode of internet connection problems.
I bought a new modem and WiFi system from NETGEAR from NETGEAR website; the Orbi Mesh Wifi System. Now when I try to register the new modem through Xfinity app it just keeps retrying and no internet connection. After a Chat session and a support call they tell me they see the error "This serial number already exists". I checked with NETGEAR they tell me the system I bought is NEW and not refurbished or used.
The support representative told me I should go to a Xfinity store and they will be able to help me.
I will see how this goes; I will post updates.
flatlander3
Problem Solver
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1.5K Messages
2 years ago
That comes up from time to time here. Most companies program the mac with a bar code scanner, then put the sticker on the unit, so odds of getting duplicates are pretty slim.
More likely is an Xfinity api fail during registration/provisioning. If it didn't complete, maybe it's stuck now because the address is already in the database. Perhaps the store has high enough level access to fix it. Others have said at least the tier they were talking to online cannot. Could be someone spoofed that particular mac and registered it. Some gear does allow mac spoofing. Just your bad luck it happened to match real product perhaps.
Retail stores, and places like Amazon will do a one-for-one swap without hassle. I've never bought direct from Netgear, but they may do it too. Please do check in and let us know how it goes so we can link to it when it happens to the next person.
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CCDaryl
Problem Solver
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828 Messages
2 years ago
@bhnprksh
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CCDaryl
Problem Solver
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828 Messages
2 years ago
Sounds good! Looking forward to that update. If you still need assitance, just let us know. Thank you for your time.
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