Visitor
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5 Messages
Problem using my own approved modem
I purchased an Arris G34 modem to use instead of the Xfinity supplied G36. It was on the approved devices list. Even though I can get to the administration menu, the Internet does not work.
I read that someone in tech support would have to add the MAC address to my account since I am unable to get the app to work correctly. Is this correct? If I do this, can I easily switch back to the Xfinity G36 if the G34 doesn't work out? Thanks.
EG
Expert
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111K Messages
3 years ago
Connect it to the coax line and power it up. Let it fully sync up with the system, and check that the front / top panel indicator light(s) are steadily lit.
Then connect a computer to it and open up a browser. You *may* see their *Walled Garden* modem self-registration page. If so, follow the screen prompts. Have your mobile telephone number, your Xfinity username and password, or the account number and telephone number associated with your Comcast account handy.
If not, try calling 1-855-652-3446. That is their device activation line.
If that doesn't work for you, you can call 1-800-comcast and tell a rep that you would like to have a new modem provisioned for service. Have the RF / CM / HFC MAC address and the serial number of it handy when you call.
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