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user_Dixiesundae2026
1st Topic

Visitor

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1 Message

Thursday, February 12th, 2026 12:57 AM

release my personaly owned modem

Subject: Release owned modem from disconnected account

​"Hello, I have a personally owned modem that is still associated with a previous, disconnected Xfinity account. I am not looking to activate a new service plan at this moment, but I would like to have the hardware released (de-provisioned) from the old account so it is ready for a clean activation in the future.

​Modem MAC: [Edited: "Personal Information"]

Previous Service Address: [Edited: "Personal Information"]

​Please let me know once this MAC address has been cleared from the system. Thank you for your help!"

Question

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Updated 

11 hours ago

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XfinityOrlandoM

Official Employee

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3.1K Messages

1 month ago

@user_Dixiesundae2026

Thanks for reaching out to us, I'll be happy to have your modem removed from our system. Go ahead and send me a direct message including your first and last name and complete service address that the modems attached

 

Here's 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 "New message" (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

 

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user_6al01e

Visitor

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2 Messages

12 days ago

I need the same assistance. @XfinityOrlandoM  Do I have to create a new post with the same wording so I can do a direct messaging? 

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XfinityMatthew

Official Employee

 • 

1.6K Messages

Hello @user_6al01e If you are having the same issue with an owned modem on a disconnected account you can send us a direct message with your full name and service address and we can look into the device. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "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. 

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 a reply as the Accepted Answer.tick

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12 days ago

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XfinityMatthew

Official Employee

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1.6K Messages

@user_6al01e Thank you again for reaching out. Glad we could confirm the modem was removed. Please feel free to reach out if you have additional questions. 

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 a reply as the Accepted Answer.tick

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12 days ago

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user_6al01e

Visitor

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2 Messages

Thank you as well! Appreciate you looking into my account. 

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12 days ago

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user_kvk3qc

Visitor

 • 

1 Message

11 hours ago

Remove old modem from my accnt. Why is it so difficult to remove from the app? Nowhere we can see device details if customer owns the modem/equipment

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XfinityQue

Official Employee

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495 Messages

 

user_kvk3qc, hello there and thanks for reaching out. I understand your frustrations. We have security measures set in place to ensure protection of certain changes on our customer's accounts. I can definitely help get that equipment removed for you. 

Please send us a direct message with our name and service address. From there I can complete account verification and truly dig into what is happening with your account and services. I can't wait to help out! To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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
Press Enter to send it

 

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 a reply as the Accepted Answer.tick

Like

Reply

11 hours ago

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