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Auros
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Wednesday, March 5th, 2025 12:15 AM

Unable to activate my own modem as MAC is not recognized

Bought a Netgear CM1000v2, which is supported by Xfinity. Activation via app failed. Called support and they said model is supported but MAC is not recognized. Advised me to return modem.

Netgear support said MAC is valid and suggested calling Xfinity back. Suggested maybe having a group call with Xfinity and Netgear.

I feel like I'm being given the runaround here. Is there anything that can be done or do I really have to return the modem?

Question

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Updated 

2 months ago

 • Edited

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XfinityJorge

Official Employee

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2.1K Messages

2 months ago

 

Auros Hello there! Thank you so much for using our Forums to contact us and we are sorry to hear that you are having issues with activating your modem. Our team is here to work with you if you are still needing assistance. To get started can you send us a DM with your full name and service address?
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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EG

Expert

 • 

110.3K Messages

2 months ago

The concern is not "Home Security Devices And Equipment" help related. Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityMarcos

Official Employee

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2.4K Messages

2 months ago

 

Auros, It was a pleasure working with you and I'm glad we were able to get you the support you needed. I hope you have a fun weekend and a great rest of your day 😀! 

 

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EG

Expert

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110.3K Messages

2 months ago

Re-opening this topic.... 

@Auros @XfinityJorge @XfinityMarcos 

If known. Would you please share with the community what the solution for this issue was so that all readers here may benefit from it ? Thank you.

1

Auros

3 Messages

I worked with support over chat to get the modem activated. The MAC was recognized but it was not attached to a model number in Xfinity's system. The issue was escalated to an engineer so they could get the modem added to the Xfinity system.

The modem did eventually come online but, unfortunately, the upload speeds were extremely slow and we were unable to resolve that issue. I ended up returning the modem to the store.

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Reply

2 months ago

EG

Expert

 • 

110.3K Messages

2 months ago

@Auros 

Thank you very much for returning and sharing those details with the community ! Be well !

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