Stuck in Support Loop: Modem Still Provisioned to Old Address After Move

Hi All,

I am hoping someone here can help me with a provisioning issue that front-line support cannot solve.

I recently moved to a new address. I own my own modem.
The modem worked at my new address for about 12 hours, then stopped. It will not activate.
Chat support keep trying to send a technician, for a fee, which I have refused.
To prove the modem is not faulty, I just took it back to my old address, plugged it in, and it connected to the internet instantly. This confirms the modem is still provisioned to my old service location.

I need a support agent to manually de-provision my modem's MAC address from my old address and correctly provision it to my new, active service address. This happened last time I moved too but eventually someone understood what they needed to do. I don't know how to get out of this loop, anyone know how to get to someone who has more technical know-how?

Thanks

Responses

XfinityDena

Official Employee

•

3.4K Messages

2 days ago

@mkd2018 I am sorry to hear your having issues with your account. I want to respect your time. What troubleshooting steps have you taken? I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

mkd2018

New Poster

•

4 Messages

Thank you for the reply. I'm hoping you can help with a backend provisioning issue, as I've exhausted all standard troubleshooting channels, including the Xfinity app.

Here is a complete list of the steps already taken:

1. Initial Setup: I moved to a new address and initiated the setup of my personally-owned modem (Arris Surfboard SB6183).
2. Temporary Success: The modem activated and my internet service worked perfectly for approximately 12 hours.
3. Service Failure: The service then stopped. The Xfinity app, which you suggested, now fails during the activation loop and cannot fix the issue.
4. Basic Troubleshooting: I have performed multiple power cycles (unplugging for 60+ seconds) and have confirmed all coaxial cable connections are secure.
5. Technical Diagnosis: The modem's diagnostic lights clearly show the problem. I have a solid downstream (receive) light, but the upstream (send) light continuously blinks. This indicates the modem can "hear" your network but is being rejected when it tries to talk back—a classic upstream channel lock failure.
6. Definitive Proof: To confirm this is not a hardware or wiring issue, I took the modem back to my old address. It connected and worked instantly. This proves the modem is functional and is still provisioned to my old address in your system.
7. Prior Support Attempts: I have spent significant time with chat and phone agents who were unable to resolve this and whose only suggestion was to send a technician, which is unnecessary as this is not a physical line problem.

Based on these steps, especially the modem working at the old address, the issue is definitively a backend provisioning error.

Could you please assist me directly? I need my modem's MAC address manually removed from my old service location and correctly provisioned to my new one. I am ready to provide all my account and modem details in a private message.

Thank You

2 days ago

XfinityDena

Official Employee

•

3.4K Messages

@mkd2018

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- 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

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

2 days ago

mkd2018

New Poster

•

4 Messages

Ok, I sent a direct message

2 days ago

Customer Service

mkd2018

Stuck in Support Loop: Modem Still Provisioned to Old Address After Move

XfinityDena

mkd2018

XfinityDena

mkd2018

New to the Community?