Wrong Modem

The wrong modem is listed on my account. Anyone know how to get it corrected? I tried going through the activation process again and it still didn't work.

Responses

EG

Expert

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110K Messages

1 year ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityAmandaB

Official Employee

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2.1K Messages

1 year ago

@user_viec05 Thank you so much for your post for help with your modem information not showing correctly on your online account. This can happen for a few reasons, firstly the modem you may be trying to use may not be compatible with Xfinity services. You can check out our approved device list here: https://www.xfinity.com/support/devices/#unauth enter your address and select the speed you have to see what devices we currently support. If your modem is showing there listed as a supported device I would then check to your MAC address that is showing compared to your current modem.
If your modem is shown on the approved device list and the MAC address is not matching please let me know, so I can better assist.

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U

user_viec05

6 Messages

I have a Netgear CM1000 which I believe is on the list of compatible devices. I'm not sure where to check online for my MAC address. I have my MAC address listed on the bottom of my modem. Where would I check it online for comparison?

1 year ago

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XfinityThomasC

Official Employee

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2.5K Messages

@user_viec05 You can click on the WiFi radio button in the Xfinity App. Then click on View Wi-Fi equipment. Select Gateway > Gateway Details where the CM Mac will be revealed. You can compare that to the MAC address listed on the bottom of my modem.

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1 year ago

0

U

user_viec05

6 Messages

@XfinityAmandaB the link processed provided does not work. It's a 404 error.

1 year ago

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XfinityThomasB

Official Employee

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1.9K Messages

Apologies user_viec05! I can easily help you get the proper modem added to the account. We provide that more personalized support in private. I included the steps on how to reach out here below. If you can also include the correct device make/model and MAC with your private message.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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
https://www.xfinity.com/support/articles/setting-up-auto-payments

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

1 year ago

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BruceW

Gold Problem Solver

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26.3K Messages

1 year ago

@XfinityThomasC wrote: ... You can click on the WiFi radio button in the Xfinity App. Then click on View Wi-Fi equipment. Select Gateway > Gateway Details where the CM Mac will be revealed. ...

The CM1000 is a straight cable modem, not a gateway, and as best I can tell the Xfinity App will not show the MAC address. It will appear on https://customer.xfinity.com/#/devices#usage where it is called "Serial #". At least, it will until Comcast kills that page too.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

3

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U

user_viec05

6 Messages

That link does not show anything with "Serial #". Ultimately what I'm trying to figure out with all this is if my current CM1000 modem can be associated to my Xfinity account because I keep receiving messages from Xfinity saying my modem is outdated and needs upgrading but I believe those messages are based on the modem shown in my Xfinity app which is incorrect (ARRIS TG862G).

1 year ago

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XfinityAmandaB

Official Employee

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2.1K Messages

@user_viec05 If the Xfinity app is not showing the details you may need to log into your account at Xfinity.com to see the serial number associated with your devices.

How To View Your Equipment Information

Sign in to your account.
You'll be taken to the Devices page where you'll see images of your in-home Xfinity equipment.
- This page contains an option to troubleshoot or restart if you're experiencing issues.

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

1 year ago

0

U

user_viec05

6 Messages

There are no devices showing when I go there. See attached picture.

1 year ago

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U

user_viec05

6 Messages

1 year ago

I've just replied to your post.

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Customer Service

user_viec05

Wrong Modem

EG

XfinityAmandaB

user_viec05

XfinityThomasC

user_viec05

XfinityThomasB

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_viec05

XfinityAmandaB

How To View Your Equipment Information

user_viec05

user_viec05

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