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How to remove an old self-owned modem

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How to remove an old self-owned modem

I've recently gotten a new gateway from Xfinity while upgrading my plan, and have successfully installed and activated it. However, my account still lists the old self-owned modem I used to have, and I am not able to use any xFi functionality on Xfinity website because it tells me my device isn't compatible, even though the new gateway is.  I suspect this issue is related to the old self-owned modem still showing up in the list.

 

Could someone tell me how to remove the old self-owned modem? Thanks!

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Re: How to remove an old self-owned modem

Hi, I am trying to do this also.  I have an old SB6120 which I have now swapped out for a different self-owned modem.  Activation went OK with the new one, but now my account says there's trouble "finding a signal" because it's still trying to connect with my old modem. Also my speed is being throttled to 32 Mbps, I suspect because it still thinks I have the old modem.

When I select 'status center' it says I can't edit this myself.  Has anyone found a solution? 

 

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