issue with activating my own modem

Was it brand new in its original packaging and bought from a reputable retailer ?

Hello, user_gyaxkn thank you for taking time to create a post. You have contacted the right place for assistance with activating an owned modem. Based on the information provided, it sounds like you have been attempting to activate the modem following these steps: https://www.xfinity.com/support/articles/xfinity-app-activation. 

- Did you happen to see the question asked by our great forums expert @EG ? 

From experience, if a modem was purchased not brand new and from someone who previously used it. The modem could still be attached to an account, which can cause activation issues. 

I'd be happy to investigate further, and help get the modem activated. If we are unsuccessful with activation, we do have a great team of equipment back end experts that can help get the equipment updated. Since I will need to gather some information to locate your account, and we don't want that in our public conversation. When you have time, please send a direct message. 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.