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lessamb
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Thursday, January 16th, 2025 5:12 PM

Leased router

Hello, I have a leased router and I bought a NETGEAR - Nighthawk AC1900 router. When I try to set up this new router the Xfinity app dosent recognize the MAC number, and therefore I cant proceed with the set up. Need help on what to do.

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15 days ago

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EG

Expert

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108.3K Messages

20 days ago

The Xfinity App can't be used to set up third-party customer owned / purchased stand-alone routers. It must be done manually in the device's user interface pages or possibly with the manufacturer's own app. It gets connected to your Xfinity leased gateway device (assuming that is what you have), and the leased gateway device must be put into bridge mode so that it acts only as a straight / plain vanilla cable modem;

https://www.xfinity.com/support/articles/wireless-gateway-enable-disable-bridge-mode 

Or you can purchase a third-party straight cable modem to be used with your Netgear router and return the leased gateway device, and save the monthly leasing fee.

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XfinityAngie

Official Employee

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1.6K Messages

18 days ago

 

lessamb, Thank you for reaching out to Xfinity Support. I want to make sure I am understanding you correctly. You are renting a modem from Xfinity, and you bought a new router, or is it a new modem? You want to make sure that if you are going to add your own modem, you need to make sure it is on our list of compatible devices. https://www.xfinity.com/support/internet/customerowned

 

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lessamb

2 Messages

Let me try again:

Hello, I have a leased modem router from Xfinity and I bought a NETGEAR - Nighthawk AC1900 modem router. When I try to set up this new router the Xfinity app dosent recognize the MAC number, and therefore I cant proceed with the set up. Need help on what to do.

On the installation manual says I need to contact Xfinity support to remove the leased modem from my Xfinity services.

The chat bot is worthless, need help.

And I checked, the modem router I bought is compatible.

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16 days ago

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XfinityTony

Official Employee

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1.3K Messages

@lessamb let's get that manually added and your plan switched over. The AC1900 is indeed a modem and not just a router. Please, send a DM to Xfinity Support with your full name and address to get started. Thank you!

Here are the detailed steps to direct message us:

 

• Click "Sign In" if necessary

•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

•Click the "New message" (pencil and paper) icon

•Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

•Press Enter to send your 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.
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16 days ago

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EG

Expert

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108.3K Messages

16 days ago

FWIW. AC1900 is not even a model number. And when I looked up Netgear AC1900, it only came up as a stand-alone router device.

(edited)

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EG

Expert

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108.3K Messages

15 days ago

@lessamb 

Is it the C6900 ?

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