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Returned modem still on account and not getting speed I'm paying for

Regular Visitor

Returned modem still on account and not getting speed I'm paying for

I returned the rented Arris modem last week, but it is still showing on my account.  I activated my own purchased Netgear CM600 modem, but the Arris is still on the account.  I have a receipt showing it was returned.  Online chat said it would automatically drop off, but it's not happening.  I am not getting the Extreme 300 speed and in reading other posts, it may be because there are two modems on my account and only the CM600 should be active and listed.  How can I get the Arris off our account?

Regular Visitor

Re: Returned modem still on account and not getting speed I'm paying for

Update - just did another online chat and am being told the modem will disappear after the next bill is released.  My cable boxes disappeared immediately, so I find this strange.

Official Employee

Re: Returned modem still on account and not getting speed I'm paying for

Hi Angie1515, I can have a look at this for you.  Please send me a private message with your account information (your name, address and account number). 

 

Thank you