Wrong Modem is listed in my account.

Xfinity sent me a notice that I needed to upgrade my Modem which is did. I had an Arris SB6183 and replaced it with the Arris G36. I installed and activated it. It activated fine and it is working okay. But my account still shows the SB6183. It is a problem because I want to upgrade my service and won't let me because my Modem is incompatible.

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EG

Expert

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113K Messages

1 day ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityChristy

Official Employee

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2.3K Messages

1 day ago

user_bhg65i Hello and happy Sunday. Thank you for reaching out via our Xfinity Community Forums. I'd be happy to look into this for you. I understand how frustrating it is when your account information doesn't reflect the equipment you're using, especially when it's preventing you from upgrading your service. Please send me a direct message with your full name and service address. Once I have that, I can access your account and review your equipment. This will allow you to move forward with the updates as needed.

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XfinityChristy

Official Employee

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2.3K Messages

1 day ago

user_bhg65i

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

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Customer Service

user_bhg65i

Wrong Modem is listed in my account.

EG

XfinityChristy

XfinityChristy

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