Ok, I have searched everywhere and not found a reliable solution yet. I had my own personal modem, a SB6141 and recently upgraded to a SB6191. I sold the SB6141 modem, thinking that when the new owner activated it on their account it would be removed from mine...not the case. Now, when I log in to my account, I can see both the SB6141 and SB6191 modems, and both modems data usage are being counted towards my monthly data usage. I have tried chatting multiple times, but the rep can't seem to understand my issue. They think I am being charged the monthly modem rental fee when I have my own modem, which is not the case. I am simply trying to find a way to remove the old modem from my account so it stops racking up data usage that I am not actually using.
Does anybody have any solution for this? I have searched countless forums trying to figure it out, but it all keeps going back to "I called Comcast for a year and they never resolved it, so I just lived with it.", which is not what I want to do, especially now that I have a data limit on my account that I will be paying for since I now have 2 modems contributing to it.
Solved! Go to Solution.
I've asked a Comcast employee to help you. You should expect a reply soon.
Hi sincerelyme, I apologize for your experiences with the old modem still on your account. I will send you a private message to further assist in researching this issue.
Hi Sincerelyme, thank you for the reply. I have responded to your private message.
Hi Sincerelyme, thank you for working with me via private message and glad I was able to correct this on my side for you. If you have any questions or concerns in the future please let me know.
I have responded to your duplicate post about this located: http://forums.xfinity.com/t5/Customer-Service/Remove-old-returned-gateway-from-account/m-p/3046795#M...
Please refrain from creating duplicate posts about the same topic, as doing so is a violation of Comcast Forum Guidelines.