Your modem is assigned to another

11/2020 - 11/2021 One Year Contract

11/2020 - 06/2021 Motorola SB6120

06/2021 - 11/2021 Motorola MB7621

11/2021 - Current NEW One Year Contract

They say both my personally owned modems are assigned to another and suggest I (1) ask Motorola to change the serial numbers, (2) buy a new or, (3) rent one.

Grrrrrrrrrr... what is there to do now?

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Responses

Accepted Solution

XfinityBrie

Administrator

•

671 Messages

3 years ago

Thanks as always @EG for bringing this to our attention, we were able to figure things out pretty quickly. =] Often times, especially with modems from other accounts, we have to contact our inventory team to move the modems information in the system. In this case, we were able to register the device super easy and help get @Customer777 up and online within 10-minutes.

Thanks again for taking the time to work with us! Have a great rest of your evening, and an even better start to your week.

Thread now being closed. For any new concerns, please create a thread in the appropriate forum.

0

EG

Expert

•

110.3K Messages

3 years ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast employees for assistance.

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C

Customer777

Visitor

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5 Messages

3 years ago

EG, thanks for volunteering!

Thanks for moving my thread to a more appropriate place, my issue is still unresolved.

(edited)

1

EG

Expert

•

110.3K Messages

@Customer777 wrote;

EG, thanks for volunteering!

Thanks for moving my thread to a more appropriate place, my issue is still unresolved.

My pleasure ! Good luck with it !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

3 years ago

0

XfinityJamesC

Official Employee

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2.1K Messages

3 years ago

Greetings, @Customer777! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your modems, but you have definitely come to the right place for assistance.

Under usual circumstances, we tend to see this sort of message when a customer buys a used modem from a previous customer, or when a customer transfers their service to a new address or a new location. The other account being referenced may just be your own. Have you recently moved or had an address change, by any chance?

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C

Customer777

Visitor

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5 Messages

3 years ago

No, no move or address change. Just closed and opened a new account at the same address. Both these modems were actively being used on the one account, one from the beginning and the other till I closed the account yesterday, 11/27/21.

(edited)

1

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CCLayla

Gold Problem Solver

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259 Messages

Got it, we'll most likely need to remove the modems from the previous account since they must still be linked.

I'd be happy to get this taken care of for you today. Could you please send in private message with your full name and address?

To send a "Peer to peer" ("Private") message:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" 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

• Type your message in the text area near the bottom of the window

• Press Enter to send it

I no longer work for Comcast

3 years ago

0

C

Customer777

Visitor

•

5 Messages

3 years ago

Xfinity Support fixed it!

Thank you!!

0

Customer Service

Customer777

Your modem is assigned to another

XfinityBrie

EG

Customer777

EG

XfinityJamesC

Customer777

CCLayla

Customer777

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