DY1128's profile

New Poster

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1 Message

Mon, Apr 13, 2020 10:00 PM

Device Serial number is not match with physical modem

My internet is off out of sudden and when i tried to troubleshoot, i found that the serial number in the APP is not match with my physical device. Is that the reason i lost my connection?
Also, the sending light is keep flashing.
I am using my own modem.

Responses

BrandonP

Regular Contributor

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92 Messages

1 y ago

The serial number you see in the XfinityMyAccount app is actually the MAC address of you modem not the mfr serial number.

EG

Expert

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86.6K Messages

1 y ago

First, check here to see if there is an "outage";

 

https://www.xfinity.com/support/status

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Official Employee

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2.4K Messages

1 y ago

Hi there, DY1128.

 

I want to do my best and help if it is still needed. I know internet troubles can be very frustrating. 

 

If so, can you please private message me your full name? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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