Xfinity won’t connect to Motorola

I am new to xfinity. I purchased a Motorola Modem based on compatibility charts on their website. I have tried to connect over and over today. I did an online chat with Townsend, he tried to connect. No luck.
Now they want to charge me $100 to come out.
We just bought this house and I know the prior owners had xfinity internet, they moved out yesterday. Now I cannot connect.

So frustrated. Can anyone help me?

Responses

NoNoBadPuppy

Problem Solver

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543 Messages

3 years ago

Was the modem you purchased used or open box? If so, it's hardware MAC address may be locked to another account, which means you will not be able to activate it. Was the box unopened and the shrink wrap intact when you received the modem?

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U

user_7804f3

Visitor

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2 Messages

@NoNoBadPuppy

No, brand new.

3 years ago

0

XfinityRyanE

Official Employee

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1.1K Messages

Hello @user_7804f3, thanks for reaching out for help with your modem activation. We know how frustrating it can be when things are not working as we need them to, but you came to the right place for help.

You will first want to go here: Device Info - Xfinity, and make sure that your modem is on the list of supported devices. Once you have confirmed that it's a modem we support, you should be able to activate the equipment right through your Xfinity app.

If you are unsure how to do this, we have a helpful walkthrough here: Activating Your Own Modem Using the Xfinity App - Xfinity Support

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 years ago

0

Your Home Network

user_7804f3

Xfinity won’t connect to Motorola

NoNoBadPuppy

user_7804f3

XfinityRyanE

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