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user_ovhbck
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Monday, June 1st, 2026 10:43 PM

Unable to activate - as my new router CM MAC & MTA MAC in Xfinity database both are in use per support

Hi,

I got a new router MT8733 and when trying to activate gave errors. Xfiniit support said the CM & MTA MAC are already in use. I am still checking with Motorola but interim on some research seems like this is a Xfminity problem as came across multiple issues with same thing reported by others.

The device is with me, the HW is hardcoded so there's no reason anyone else should be having these MACs registered to them, the device is purchased by me and i have the hardware. What will it take for Xfinity to fix this. Here are some of articles i came across with.

https://forums.xfinity.com/conversations/customer-service/cant-activate-new-modem-because-mac-address-is-linked-to-another-account/63037fe648c60d55e60255e1 

https://forums.xfinity.com/conversations/customer-service/hfc-mac-id-already-exists/63773734bff9a5603666e032 

https://adir1.com/2015/10/duplicate-mac-address-on-cablemodem-the-fight-goes-on/

in some cases Xfinity fixed this to point to rightful owners of device. Please help.

regards,
Neeraj

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3 hours ago

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XfinityAbby

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910 Messages

3 hours ago

Hello @user_ovhbck thank you for reaching out. Was the device purchased second hand? Or was it purchased brand new in a sealed box? 

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user_ovhbck

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Brand New from Motorola store from Amazon storefront that redirected to a reseller.

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3 hours ago

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XfinityAbby

Official Employee

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910 Messages

Thank you for letting me know @user_ovhbck. I would like to take a look at the account and see if we can get it added for you. 

Please send us a direct message with your full name and service address so that we can assist you further. To do so, click on the chat icon located at the top right of this forum's page. Here are the detailed steps to direct message us: 

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