3 Messages
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.
XfinityJoe
Official Employee
•
750 Messages
1 month 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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