Visitor
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2 Messages
Upgrading Voice and Data Modem and Cable Modem - Activation Help
Hello,
Our house has both a customer-owned cable modem and a rented voice and data modem. The cable modem pre-dates the voice and data modem, which Comcast installed when converting the telephone service to VoIP. This is how the devices appear in our account:
Source: https://customer.xfinity.com/#/devices
We recently purchased a new cable modem and a new voice and data modem after experiencing a degradation in service quality. The existing modems are at least 5+ (possibly 10+) years old and are no longer supported by Comcast. The new modems are both supported and approved by Comcast/Xfinity. I believe Comcast had installed a second physical modem for the telephone service because the telephone wires in the house do not extend towards and are not near any of the in-wall coax or ethernet terminals used for the internet and cable service in the house.
What are the steps that we should take to activate the new modems? Is there a phone number we can call to speak with an agent?
From what I understand, the XFinity app will only allow us to activate one modem when two are needed for the separate services.
Many thanks!
CCHeather
Problem Solver
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1.1K Messages
2 years ago
@user_5b64c6
Thank you for reaching out to the Digital Care Team. I would love to investigate this for you! Please send us a message with your first and last name, as well as house numbers to your service address. To send a "Direct Message" message:
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