New Motorola MT8733 not able to add this modem to my Xfinity service

Just unwrapped the new Motorola MT8733 connected up the COAX and network cables. Then went on the Xfinity App and Selected Active a Device / Your Own Modem; entered in the CM MAC but the Agent could not get the MT8377. After many times turning on and off the device / Agent to resetting it we gave up. Then reactivated my existing Xfinity cable modem plugged in the COAX and network cables and everything works fine. Any ideas on how to get this new Motorola box connect to the Xfinity network?

Responses

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user_939e87

Contributor

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16 Messages

2 years ago

You're probably going to have to call Xfinity. Did you voice call previously or use a text chat function?

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CCJodie

Problem Solver

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1.3K Messages

2 years ago

@TS_2 Hey there, could you please confirm if that modem works with the account and location? If that exact model shows, please let us know.

https://www.xfinity.com/support/articles/list-of-approved-cable-modems

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T

TS_2

3 Messages

The Motorola MT8733 is a supported modem on the Xfinity list. The Modem connects to Xfinity, gets an IP Address and the connection looks good. However, I can't ping or trace route to any IPs on the internet. Since I'm getting an IP address it is clear the connections and wiring at my house are not the issue. I have tried both chat and talking to a live agent. They can't figure out why it is not working.

2 years ago

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XfinityAnthonyT

Official Employee

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1K Messages

Happy to take a look and see what we can find. Please send a DM to XFINITY SUPPORT with your name and address for me.

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

C

charlesb2003

Visitor

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2 Messages

1 year ago

I’m having a very similar issue with my new Motorola MT8733. Any updates on this issue?

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EG

Expert

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110K Messages

1 year ago

@charlesb2003

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 3-month-old dead thread is now being closed.

For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.

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Your Home Network

TS_2

New Motorola MT8733 not able to add this modem to my Xfinity service

user_939e87

CCJodie

TS_2

XfinityAnthonyT

charlesb2003

EG

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