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user_tl4nac
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Thursday, May 21st, 2026 9:20 PM

Coundn't install my new modem router.

My new Arris G36 modem router was rejected by the Xfinity app for installation on my computer because the app said that it is refurbished.  The HFC MAC ID on it doesn't indicate that it's refurbished.  What can I do?

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EG

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2 hours ago

Did you buy it brand new in its original packaging from a reputable retailer ?

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user_tl4nac

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I bought it from Amazon and the description did not include "Refurbished" as some Amazon products do, so I think it's new and it came in a new, sealed package with the part number not including "R" at the end.  I just went to the Xfinity store and the person there made an entry on my account and told me it should work and try it again.  I plan to do that.

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1 hour ago

EG

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Ok. Please post back with how it goes.

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.

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