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user_55hj8m
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11/11/2026 8:29 PM

[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:

Switch to your supported modem today
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.
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.
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

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3 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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SparkyMcDoodle

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I'm assuming my issue is the same where I have an old modem on my account that needs to be removed. (Or perhaps we've all tried to shut off the guest network.) You'd think they have a way to track the lifecycle of devices connected to their services. If something has not been connected in less time than another...or when something new is activated, the older item should be put into a different status or removed from the account. Perhaps something recently flipped what was the active modem and that needs to be rectified rather than x amount of customers calling in for what is likely truly a non-urgent issue.

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2 days ago

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shimagnolo

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56 Messages

3 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

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3 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

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3 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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XfinityJeffB

Official Employee

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966 Messages

 

Hello user_2ffi4z, thank you for your post. I understand it can be confusing and frustrating when directions don't seem as clear as they should. We are here to help, and happy to do so. 

Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.


Here's the detailed steps to direct message us: 
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (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.
How to: Direct messaging within the forum | Xfinity Community Forum

 

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.
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13 hours ago

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user_2ffi4z

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@XfinityJeffB​ Send you a direct message???  The point is... when you sent the original email it was inexplicable. Read this comment thread! Why would I send you a direct message?

It seems to me the email should have simply said:

"You have more than one modem on your account. You may want to remove any modem that is not your primary modem. Here's why, and here's how to do that."

Is that so hard, Xfinity? Go back and read the email you sent. I would venture that if you survey users, over 90% would not understand it.

Find someone who can actually write, clear and concise. And who understands the POV of the busy consumer who is half paying attention and who thinks every email is a possible scam. (That was certainly my first impression.)

Moreover - when I sign into my account, I still can't figure out how to view the modems on my account and identify which is my active modem. (Which was the whole point of your email, I think.) I wasted at least ten minutes trying. Why isn't super easy and obvious?

Send a second email to everyone. A clear concise email. Problem solved.

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2 hours ago

XfinityJanelle

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2.6K Messages

@user_2ffi4z We appreciate your feedback on the email you received. If you would like assistance with removing a modem you are not using, please let us know. You are more than welcome to send a direct message. 

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 as Best Answer.tick

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2 hours ago

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user_zzzf0s

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@user_2ffi4z​ 

Very well put. Thank you.

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2 hours ago

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user_zzzf0s

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3 days ago

Doesn't anybody from Xfinity monitor these forums so they can answer questions like this?

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XfinityCliff

Official Employee

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893 Messages

Hello @user_zzzf0s!  

Short answer: Yes, we do! 😀

Longer Answer:  These notifications can sometimes be triggered by older, inactive equipment still listed on an account, even when the customer is already using a newer, fully supported modem.

For example, if a previously used customer-owned modem remains on the account after an upgrade and no longer meets our current compatibility requirements, it may trigger an email recommending an equipment update.

Removing that older, inactive modem from the account can help prevent those unnecessary notifications.

Some customers intentionally keep their previous modems listed as a backup in case their primary equipment fails, so we always want to confirm what's currently being used before making any changes.

That's why checking the equipment associated with the account is a helpful first step before assuming a modem replacement is needed.

 

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 as Best Answer.tick

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13 hours ago

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user_f23nw0

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2 days ago

Got the same e-mail. Does Xfinity install updates into m modems ? Seemed phishy

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shimagnolo

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56 Messages

The DOCSIS standard puts management of the CM in the hands of the ISP. At initialization, they check firmware version, update it if needed, and and send the configuration file.

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2 days ago

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user_j8pwzd

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22 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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893 Messages

19 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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