Visitor
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1 Message
[Action needed] Move your Xfinity service to your supported modem
I received an email (see below) from Xfinity today asking me to take action by removing an old cable modem on my account. There is no option to remove a cable modem on the website or Xfinity app. How do I resolve this?
email:
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Switch to your supported modem today
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You have more than one modem on your Xfinity account, including a supported modem that's ready to deliver a secure and reliable internet experience.
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Your current modem is no longer receiving the latest security updates. Without the latest features, the security and performance of your modem may be impacted over time. Over time, this may affect your modem's security and performance. Move your Xfinity service from your older modem to your supported modem that's already on your account to help keep your connection secure and reliable.
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No equipment purchase is required. Simply switch your supported modem to continue enjoying the latest Xfinity services and future network enhancements.
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user_n5oxpm
Visitor
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1 Message
2 days ago
I received this email today as well, shortly after upgrading to a gigabit plan. A buddy of mine also received one. My current modem is under 2 years old and supports well over 1 Gbps, and the only other modem attached to my account is a 6+ year old junker that can't accommodate 1 Gbps, so the email itself made no sense. The whole "latest security updates" line is also sketchy and vague, so I started a chat and the agent couldn't give me any real answers. First they said my modem is no longer compatible, but I told them it's listed on Xfinity's compatibility page. Then they said it's compatible but can't handle gigabit speeds, so I pointed them to where it says on Xfinity's own site that it does. I also cited my own speed test results. Then they said the only problem is that the "modem boot file and firmware" require an update. I asked a couple of times what the email was referring to with the "security updates" but they just kept falling back to the "modem boot file and firmware."
My takeaway is that this email went out to a bunch of customers as a roundabout way of scaring them with the "security updates" language into renting a modem from Xfinity.
I was able to get the agent to remove my old modem from my account though, so it seems that's an option if you really want to go through the hassle.
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shimagnolo
Contributor
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55 Messages
2 days ago
I receved the same nonsensical email today. I've been using the same CM for years, and it is still in the approved HW list.
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mcmichael
New Poster
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2 Messages
2 days ago
It looks like Comcast/Xfinity is trying to scare up some business to rent their modems. I also got a couple of these email messages. From the sound of things, it would be best to simply ignore these messages.
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user_2ffi4z
Visitor
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1 Message
2 days ago
I got the email. It is inexplicable. Why doesn't it explain how to remove the old modem from your account. Wasting my time. And they wonder why we hate them.
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user_zzzf0s
Visitor
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1 Message
2 days ago
Doesn't anybody from Xfinity monitor these forums so they can answer questions like this?
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user_f23nw0
Visitor
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1 Message
2 days ago
Got the same e-mail. Does Xfinity install updates into m modems ? Seemed phishy
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user_j8pwzd
Visitor
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1 Message
6 hours ago
Got the email as well, even though I'm using the Gateway/whatever one Xfinity forced me to use after bricking my old personal modem. Sure the old modem is the reason for the email, AI probably suggested sending the email based on customer records before checking what modem is actually being used at the time (which I know they can detect). I'm sure the customer service reps are happy about that, if there's actually any left.
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XfinityCliff
Official Employee
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883 Messages
3 hours ago
Hello @user_55hj8m, and thank you for reaching out here on our Xfinity Community forums.
We appreciate you bringing this to our attention! We understand you've received an email asking you to switch to a supported modem, but you're not seeing an option to remove the older equipment from your account.
To help us better understand your current setup, could you tell us the makes and models of the modems listed on your account (no need for any serial numbers,) and which one you're actually using for your internet service right now? That will help us determine the best next steps and whether any changes are needed.
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