U

Visitor

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3 Messages

Mon, Jul 18, 2022 10:36 PM

Replace existing modem

I want to replace my modem (customer owned) with a newer one (also customer owned). I believe I need to contact Xfinity and register the model and serial number. I called the 800 number but could not find the correct menu option to contact someone to complete the steps. Can you please let me know how to go about doing this? Thank you. 

Accepted Solution

EG

Expert

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95.1K Messages

1 m 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.


There is also the option of using their Xfi App for activating modems;


https://www.xfinity.com/support/articles/xfinity-app-activation?linkId=161715244 

Visitor

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3 Messages

@EG

Thank you very much for your reply. I wanted to let you know I contacted Comcast using the number you provided and was able to get through to a live person. That was good. However, she kept insisting that I have WiFi when I do not. I am replacing a Cable Only Modem with another Cable Only Modem. I believe it should be as easy as disconnecting the old one, replacing with the new one, and Comcast activating the new model so I can use it. She put me on hold a few times and could not do it. I offered all the numbers located on the new modem but she did not want them. She was very nice but unfortunately no luck getting things up and running.

I will need to contact them again and see if I can get this done. I wish it wasn’t a struggle.

Accepted Solution

XfinityBrie

Administrator

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644 Messages

1 m ago

@EG nailed it right on the head as usual--the link they provided will take you step by step on activating your customer owned device @user_ce9cb7 or if you get stuck, you can call the device activations line. If all that happens to fall through, we have employees staffed here 24/7 who can help out.

Visitor

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3 Messages

@XfinityBrie

Thank you very much for your reply. I wanted to let you know I contacted Comcast using the number you provided and was able to get through to a live person. That was good. However, she kept insisting that I have WiFi when I do not. I am replacing a Cable Only Modem with another Cable Only Modem. I believe it should be as easy as disconnecting the old one, replacing with the new one, and Comcast activating the new model so I can use it. She put me on hold a few times and could not do it. I offered all the numbers located on the new modem but she did not want them. She was very nice but unfortunately no luck getting things up and running.

I will need to contact them again and see if I can get this done. I wish it wasn’t a struggle.

Official Employee

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854 Messages

Thank you so much for those additional details regarding the phone call. I know it has been a few days. Were you able to reach back out to the phone number provided to get this resolved?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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