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Arris S33 Modem - Xfinity CSR says the MAC address is not registered, can not connect modem
We upgraded our internet and needed a better modem. Xfinity recommended Arris S33 modem. Modem arrived today and during set up it was not connecting. Contacted Xfinity customer service and they said "the MAC address on the modem appears to not be registered." How do you register a MAC address?
XfinityThomasA
Official Employee
•
2.3K Messages
2 years ago
@user_xtbn99 - You can activate your new modem using the Xfinity app in a few easy steps! To get started find an active cable outlet in your home and Connect the Coax Cable to that outlet and into the back of your modem, ensuring both connections are finger-tight. Next, launch the Xfinity app and sign in using your Xfinity ID and password. (You must be the Primary User or a Manager to access.) You’ll be prompted to Start Activation. If you aren’t prompted to begin the activation process as soon as you sign in to the app, navigate to the activation entry point by selecting the Account tab from the bottom right corner of the Xfinity app and then pick Activate xFi Gateway or Modem under the Devices section.
It's here you'll enter your modem’s 12-digit MAC number. Once your modem is connected to the coax cable in an active outlet and the power cord is plugged into an electrical outlet, you'll be prompted to Check Your Connection. Once your modem is activated, you can use the Xfinity app to:
- See your modem name and online/offline status.
- View payment details.
- Access Xfinity Assistant for account concerns.
- Run speed tests to the device you're using.
- Restart your modem
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