4 Messages
Paying for Additional IP Address Only Getting One
I pay an extra fee so I can have two IP address. Recently modem went bad, so I replaced with same unit. Ever since then I can only pull one IP address, leaving other system offline. How can I make sure Xfinity is supplying me two IP addresses?
Thanks
Accepted Solution
XfinityMarcus
Official Employee
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1.7K Messages
2 days ago
user_9smron Thank you for working with us, it was an absolute pleasure. It is unfortunate that residential accounts have been sunset from the additional IP feature and as a result the option is no longer available. If this is added again in the future we can definitely get it set up for you again.
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EG
Expert
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112.4K Messages
3 days 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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XfinityChristy
Official Employee
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2.2K Messages
3 days ago
I can certainly understand your frustration with this situation. It's frustrating when you're paying for a service you're not receiving, especially after a modem swap. This is likely a provisioning issue where your new modem hasn't been properly configured to receive the second IP address, even though your account is still set up to pay for it. The ability to get multiple IPs on a residential account is a feature that's being phased out in many areas, but if you were already receiving it, it should still be active on your account.
To get this resolved, we need to access your specific account details. Please send me a direct message with your full name and the service address so we can review your account setup and ensure your modem is correctly provisioned for two IP addresses.
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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