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user_l39dzy
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3 Messages

09/24/2026 2:58 PM

Owned CM3000 MAC needs MAC deprovisioned/released from old associated account

Customer-owned Netgear CM3000 HFC MAC incorrectly associated with another Xfinity account. Need MAC deprovisioned/released from previous account and provisioned to my account.


I purchased this CM3000 refurbished from Verdi. I am the current owner and can provide proof of purchase, serial number, and photographs of the device label. Activation reports that the HFC MAC is already associated with another Xfinity account and first-line chat/phone support will not reprovision it to my account. The seller is unreachable. Please escalate this to the team capable of clearing/deprovisioning a customer-owned modem MAC from an inaccessible prior account.

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46 seconds ago

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EG

Expert

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121.5K Messages

53 minutes 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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XfinityJeff

Official Employee

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1.3K Messages

44 minutes ago

Good morning @user_l39dzy, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues you are having with the modem, I know that must be frustrating. If the modem is attached to another account, usually in order for us to remove it, we have to be speaking with the account holder on that account. Have you tried contacting the seller and see if they can reach out to the former owner or replace the device? 

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user_l39dzy

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3 Messages

I purchased from Verdi. I do not know the prior account owner.

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32 minutes ago

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XfinityJeff

Official Employee

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1.3K Messages

That is understandable @user_l39dzy. You would need to reach out to their customer service for assistance.

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.
Was your question answered? Please mark as Best Answer.tick

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22 minutes ago

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user_l39dzy

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As stated in my original post: currently unreachable.

There are other documented instances of this occurring and Xfinity deprovisioned/reprovisioned the modem, presumably with some sort of ownership verification.

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16 minutes ago

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XfinityJeff

Official Employee

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1.3K Messages

We can take a look and see if the modem is in a state that we can remove it @user_l39dzy, but more then likely we will not be able to. Could you please send our team a direct message with your full name and full address?
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/697ba1e570934d009185c514

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.
Was your question answered? Please mark as Best Answer.tick

Like

Reply

46 seconds ago

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