Skip to main content

    Support

    Offers

U
user_8x2o40
1st Topic

3 Messages

Monday, December 2nd, 2024 2:37 PM

Two modems under same account/house

I was told i could have two modems in my home. The modems would have the same service of 500MBPS & i would be charged for two modem services. (I rent the downstairs so we wanted it to be separate uses) 

However it took 2weeks to finally get sent my extra modem (#2) & after setting it up, my original modem i had first (#1) is now unable to connect with my devices. I have my home cameras connected to #1 and now nothing it connected and the app only shows me #2 information & says that #2 has a 2.4GHZ & 5.0GHZ wifi networks?? why. 

i just want #1 & #2 to work separately under the same home. i was told it was fine hence why i did it in the first place.

Question

 • 

Updated 

5 months ago

96

1

0

XfinityAlyssaA

Official Employee

 • 

1.8K Messages

5 months ago

Good afternoon @user_8x2o40, and thank you for reaching out on our Community Forums, we appreciate it. Unfortunately, we don't allow two modems or gateways on one residential account. I apologize for any miscommunication or misinformation. 

 

3

0

user_8x2o40

3 Messages

hi i’m still confused? i just got off the phone this morning with support where we activated #1 and i was told the app would take time to show me both gateways on the app. 

Everytime a modem is activated, it kicks off the previous information to access. i’m now being charged for two modems and service for $150 so why am i still being told i can have access and two modems under the same home/account?. 

the #2 is no longer on my app, however does that mean i simply can’t access any information for it but it’s still active??

Like

Reply

5 months ago

0

XfinityAlyssaA

Official Employee

 • 

1.8K Messages

We generally don't allow two modems on one residential account @user_8x2o40 and apologize for the frustrating experience. We're happy to take a closer look at the account to see if both modems are listed as active but if both modems cannot be active at the same time, we will make sure to help with getting the additional modem charge removed. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • 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
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

5 months ago

0

user_8x2o40

3 Messages

@XfinityAlyssaA​ i’ve sent over a message to xfinity support with the verification badge. 

This is all just frustrating as throughout the whole process i’ve had agents change my plan on my account and then fail to receive my modem etc. and i just want to ensure im getting two modems under the same home, with the 1000MBPS, able to use different name & passwords for said wifi for the $150/month. 

i am tired of going back and forth with this. i’m on vacation and have been dealing with fixing the issues the entire time. otherwise i will just cancel my service all together 

Like

Reply

5 months ago

0

forum icon

New to the Community?

Start Here