Visitor
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1 Message
Unwittingly bought returned modem
I bought what I believed to be a brand new router/modem from Walmart to set up my internet - I'm a new customer. However, I moved right afterward and have only recently got around to setting it up. I was struggling with that a lot, and eventually reached out to an agent and I was told the MAC address was already linked to another customer. I'm really confused because this device was purchased from a retailer not second hand and it was packaged and everything. I'm outside of the return window on this device now, and I'm really disappointed. Is there anything that can be done? I have a receipt from Walmart to prove I bought this item, and I really just want to be able to use it and not be out the money from someone else returning their item and not removing it from their account.
XfinityRay
Official Employee
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4.5K Messages
45 minutes ago
Hi there, @user_39axxl! Thanks for signing up for our service! I understand not being able to get your new modem added can be a frustrating situation. If a different customer has the modem listed on their account, they would have to reach out to have it removed. We are unable to remove it without their permission. We are glad to research this further and see if we can get it added. If we are unable to add it, our plans included a Xfinity modem at no cost. We could get one sent to you so you could start using your service.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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