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tbone4
1st Topic
1st Reply

Regular Visitor

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6 Messages

Saturday, January 28th, 2023 4:08 AM

Closed

New modem activation

Seriously frustrating experience activating my own new net gear cm2050V. First tried per instructions. I plug my laptop in via Ethernet and it directs me to google or apple App Store. Can’t use on pc. I tried via app on my phone and get “there’s a problem with your acct”. So I do the live chat. Takes forever. Give all info requested and it doesn’t work. This exact thing happened last time I got a new modem so I called. First it took about 30 mins to get through the ridiculous phone system that kept wanting me to do resets I’d already done. Finally got someone. After 30 mins it still doesn’t work and a tech has to come out on Sunday. This is crazy. I just disconnected the old modem which worked fine so obviously it’s a problem adding the new one onto my acct or authenticating it somehow. So now I’m without internet all weekend. Please fix this process. 

Question

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Updated 

2 years ago

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XfinityWilliam

Official Employee

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1.2K Messages

2 years ago

Hi @tbone4. We would be more than happy to activate your new modem. If the technician has not done so already, please send us a private message with your full name and full service address. 

1

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tbone4

Regular Visitor

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6 Messages

@XfinityBilly​ thanks for the reply. The tech came by today. The issue was they put my CM MAC and MTA MAC in backwards when I called to activate. The tech called someone and they also had a tough time undoing the mistake but were finally able to. It just seems like it would be easier to fix than having a tech come out. There was no technical issue it was all with what was put in the system on Xfinity’s part. Perhaps it can be made easier in the future 

2 years ago

0

XfinityWilliam

Official Employee

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1.2K Messages

2 years ago

Thanks so much for letting us know @tbone4. We would be more than happy to assist you on here in the future and get the modem added to your account in no time. I am glad the issue is resolved and you are able to have internet access!

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tbone4

Regular Visitor

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6 Messages

@XfinityBilly​ could you look at it please?  I’m still having issues. Another tech visit Saturday 

2 years ago

0

XfinityPeterH

Official Employee

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1.8K Messages

We can for sure take another look! Our team is here for you and always happy to help. How did your tech visit go? 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

tbone4

Regular Visitor

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6 Messages

@XfinityPeterH​ it didn’t work. There’s an issue with how they activated the modem with the MAC addresses mixed up. So he sent it up the chain to take that modem off my account so we can try to add it again. Evidently it’s extremely difficult to take a modem off. So now I’m renting one from xfinity for now was the fix they came up with. I really need this fixed so I can use the modem I spent a lot of money on. Can you check on it?

2 years ago

0

XfinityBillie

Official Employee

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3.3K Messages

We can definitely take a look and see if we can get your modem added back for you! Please send us a DM to Xfinity Support, so we can fully access the account details with your full name and address. 

To send a direct message: 

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address alongside a detailed summary of your request/question. 




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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

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