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tbill1
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671 Messages

Sunday, June 30th, 2024 6:11 PM

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replacing my modem

I have an older modem that is not getting the speeds I am paying for.  After buying a new modem and switching out

the cables from old modem to new, what  would I have to do or contact to get up and running?

Question

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Updated 

10 months ago

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EG

Expert

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110K Messages

10 months ago

Connect it to the coax line / outlet and power it up. Let it fully sync up with the system. Check that the front or the top panel indicator light(s) is / 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 self-install 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 Xfinity App for activating modems;


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

(edited)

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XfinityMartyR

Official Employee

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2K Messages

10 months ago

 

tbill1 Thanks for reaching out! The MAC address, and Model of the modem will need to be added to your account so a provisioning signal can be sent out. You should be able to add this information as a new device in the Xfinity app, or Xfinity web portal. If you are having any trouble, please send us a direct message so we can help. 

 

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tbill1

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671 Messages

I am a little confused as to what app I should use...I have an app that has a white icon and says "my account",

and another that I just downloaded that is blue and just says Xfinity.  And if I rented a modem,

would it be the exact same procedure for a self install?

10 months ago

0

XfinityMartyR

Official Employee

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2K Messages

 

tbill1 Yes, the Xfinity app is the one you will want. The Xfinity My Account app has been retired. To begin activation for you modem, navigate to the activation entry point by selecting the Account tab from the bottom right corner of the Xfinity app and then selecting Activate xFi Gateway or Your Own Modem under the Devices section.

 

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
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
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

10 months ago

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tbill1

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671 Messages

Although my contact has expired, I am still getting a partial discount to November.  Would renting a modem from Xfinity

be a reason that could negate my discount?

10 months ago

0

XfinityMartyR

Official Employee

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2K Messages

 

tbill1 It would all depend on what type of discount you are receiving. For example, if you have a Customer Owned and Managed (COAM) discount, and added a Xfinity Gateway you would lose that discount. You also would be charged a rental fee for the Gateway.

 

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
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
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

10 months ago

0

tbill1

Contributor

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671 Messages

What about simply replacing my self owned modem. Is that an excuse for xfinity to take away my $46 discount?

10 months ago

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