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Another Remove Old Modem from Account Question

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New Poster

Another Remove Old Modem from Account Question

I'm hoping someone from Comcast can assist on getting an old modem removed from my closed Comcast account so i can recylcle it.   I called Customer Service but I was given the run around. If someone could assist I would be very grateful.

New Poster

Re: Another Remove Old Modem from Account Question

Anyone from Comcast can help me please???

Official Employee

Re: Another Remove Old Modem from Account Question

Hello, and thank you for reaching out to us. I would be happy to assist you from here. Can you verify your account information with me? I would need your phone number, full name, and service address. You can private message me by clicking my name and clicking private message.


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New Poster

Re: Another Remove Old Modem from Account Question

I sent you a private message. Still waiting for you to respond. Thanks.

Official Employee

Re: Another Remove Old Modem from Account Question

Thank you for providing your information, looking at this account I don't see a modem on it anymore. And the account is closed, is this correct? 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

Re: Another Remove Old Modem from Account Question

Yes, the account is closed but the modem is locked according to the lady I sold the modem to.

Official Employee

Re: Another Remove Old Modem from Account Question

Do you have the MAC number by any chance? I can check to see if it's somewhere else.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

Re: Another Remove Old Modem from Account Question

I have my Amazon receipt if you need proof that this was purchased fully from me and not rented.

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New Poster

Re: Another Remove Old Modem from Account Question

Were you able to check?

Official Employee

Re: Another Remove Old Modem from Account Question

Looking at your closed account, I don't see any modem attached to it anymore. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
New Poster

Re: Another Remove Old Modem from Account Question

Then why is my old moden locked? Can you please resolve this? We are not getting anywhere...

Official Employee

Re: Another Remove Old Modem from Account Question

If the modem isn't associated with your account anymore, we wouldn't be able to do anything. I can look to see if it is tied with an account in our system, but I would need the MAC address and serial number. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
New Poster

Re: Another Remove Old Modem from Account Question

I put a picture of the serial number and MAC number days ago. Do you see the picture? All the info you are asking is there.