Visitor
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1 Message
Need Duplicate MAC Address Released for Same-Day Account Transfer (Netgear CM600)
Hello,
I recently started a new Xfinity internet account on the 300 Mbps plan and am trying to activate my customer-owned Netgear CM600 modem.
The automated remote activation through the app is failing on Xfinity's end. This is because this exact modem was active on a different member's Xfinity account at this same address earlier today, and the MAC address appears to still be locked to that closed profile ledger.
Current Status:
- All lights on the Netgear modem and my router are solid green, confirming the incoming physical cable line and RF signals are completely healthy.
- Phone support attempted a re-registration inventory check and a 30-second power cycle, but the automated script failed to clear the backend database lock.
- Phone support scheduled a technician visit a few days out, which I want to avoid to ensure I am not hit with an incorrect $100 Technician Recovery Fee.
Could an official digital care employee please look at my account, force-release my modem's MAC address from the old ledger, and push the correct 300 Mbps provisioning boot file? Once my internet is online, I would also like your help manually canceling the scheduled technician truck roll.
Thank you!
BruceW
Gold Problem Solver
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27.8K Messages
22 days ago
Note that the CM600 is EOS and was removed from Comcast/Xfinity's "Compatible Devices" list several years ago. See https://www.netgear.com/support/product/cm600 and follow the "See all modems" link near the bottom of https://www.xfinity.com/support/internet/customerowned.
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XfinityJanelle
Official Employee
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2.5K Messages
20 days ago
Hey @user_8oqr22 Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your transfer of service. I would be more than happy to offer my assistance looking into this further for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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