Contributor
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55 Messages
cable modem not showing on xfinity app
I have 2 customer-owned modems on my account, one is for voice only, the other is for internet only. On my xfinity app only the voice modem shows which doesn't do any good for troubleshooting purposes. How do I get the correct cable modem to show on the app
XfinityPeterH
Official Employee
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2K Messages
2 months ago
Thank you for reaching out. I understand how important it is to have the correct cable modem visible on the Xfinity app for troubleshooting purposes.
Typically, accounts are set up to show only one modem, so having two modems (one for voice and one for internet) might be causing this issue. Unfortunately, there might not be a way to display both modems simultaneously on the app. However, we can certainly take a closer look at your account to see if there's a solution.
Could you please send us a direct message with your full name and address? This will allow us to investigate further and assist you in resolving this issue.
Thank you for your cooperation and understanding.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e
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