3 Messages
Swapping out personal modem, that is already consigned on Xfinity plan, with a new personal modem.
I have an older modem that has its MAC address already registered to Xfinity / Comcast. The Modem needs to be replaced with a newer personal modem. What am I supposed to do to swap out the old modem and register the new modem? I do not want to change my existing plan. Who do I contact? What is the registration process? How do I unregister the older modem? Thank you.
New modem will be an ARRIS Surfboard S33 DOCSIS 3.1
user_noname
Contributor
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168 Messages
7 months ago
@LombardAl - you could do the swap from the Xfinity App - https://www.xfinity.com/support/articles/activate-xfi-gateway-app
and there is a additional Article - https://www.xfinity.com/support/articles/activate-voice-gateway-modem
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EG
Expert
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106K Messages
7 months ago
@LombardAl
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.
You don't have to have the prior modem removed from your account unless you plan to sell or gift it to someone else.
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