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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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27.7K Messages
1 hour 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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