Wrong modem listed on my account

The wrong modem is listed on my account. I have re-installed my modem several times and have even worked with support chat a couple of times, all to no avail.

The modem listed on my account is an Arris TG862G. My actual modem is a Netgear CM1200.

When I installed the modem several years ago, it was correct in my account, but a couple of years ago I got a message that stated my modem was not compatible and needed to be upgraded. It was then that I saw that the modem listed in my account was wrong. I no longer get the message about an incompatible modem, but the wrong modem is still listed in my account.

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XfinityJoe

Official Employee

•

669 Messages

5 hours ago

Good morning @gy1363 we would be happy to look into this with you.
Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

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

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gy1363

2 Messages

@XfinityJoe I sent my info.

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4 hours ago

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XfinityJoe

Official Employee

•

669 Messages

It is a pleasure to meet you, Gary. Thank you for your patience. While we are here 365 days a year, there are some delays between responses when you work with us here, as this is not a traditional 1:1 chat. We are closer to the pace of email than live chat. On the plus side, you never have to worry about being disconnected.

All of us at XFINITY truly value your business, and we want to be your service provider for years to come. We want to make this process as simple for you as possible. You have my word that you are in the best hands, and we will do everything we can to assist.

To move forward, we need to verify your Xfinity account. To that end, we can send a 15-minute time-sensitive verification code to the primary phone number on file. If your primary phone number is not capable of receiving text messages, we can send an email with a verification code to the primary email on file. Which method works best for you?

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4 hours ago

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Customer Service

gy1363

Wrong modem listed on my account

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