C

Visitor

 • 

5 Messages

Sun, Nov 28, 2021 3:22 PM

Closed

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?

Accepted Solution

XfinityBrie

Official Employee

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508 Messages

2 m 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.

EG

Expert

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91.6K Messages

2 m ago

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

Visitor

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5 Messages

2 m ago

EG, thanks for volunteering! 

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

(edited)

EG

Expert

 • 

91.6K 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

Official Employee

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479 Messages

2 m 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?

Visitor

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5 Messages

2 m 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)

Official Employee

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73 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 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

Visitor

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5 Messages

2 m ago

Xfinity Support fixed it!

Thank you!!

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