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Returned modem still showing on account

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Frequent Visitor

Returned modem still showing on account

On 6/3/20 went to Xfinity store to return modem (I had XB7 sent to me and returning previous modem). When I look at devices, it shows its still on the account. When should I see the modern removed from the account?
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Regular Contributor

Re: Returned modem still showing on account

I'd like to know this, too... For my own account of course, not TheMayor00's. 😉

 

I'm in a similar situation. Turned in my old modem yesterday morning, was told I'd get an email when it's processed, but didn't get a time frame for when that would happen, and I didn't ask for one. Assumed it would only take a couple of hours.

 

Obviously I assumed wrong...

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Regular Contributor

Re: Returned modem still showing on account

Still not updated on my account page this morning so I called customer service.

 

He said it shows as being turned in back on 6/4/20, when I turned it in at the store, and that the only modem currently showing on my account is the one I actually have here at home.  He said he recently turned one in as well and it took a week or two for his account web page to update.

 

So, there's hope, I guess...

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Regular Contributor

Re: Returned modem still showing on account

Checked my Devices page this morning and the old modem is finally gone. It only shows my current modem.

Yeah...!

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Contributor

Re: Returned modem still showing on account

You should use their chat and let them know. They took mine off once I notified them the next day. Pretty simple and easy process
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Frequent Visitor

Re: Returned modem still showing on account

Actually I looked a few days ago and noticed it was removed. Usually when I'm return something, I get a returned equipment reciept, but they gave me an issued equipment instead
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Contributor

Re: Returned modem still showing on account

Oh ok ... another thing is I forgot to factory reset my modem as well so that’s why it was still connected to my account.
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Expert

Re: Returned modem still showing on account

FWIW, resetting a device to factory defaults will not "disconnect" it from being provisioned to / attached to an account. It's not related. It's the account data in the backend database that determines that.



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Contributor

Re: Returned modem still showing on account

Weird I had ordered xb7 but got XB6 the first time and when I switched for the new XB6 I pushed the reset button for 30 seconds and it was gone from my account. When I finally got the xb7 the second time around I did not do a hard reset cause I forgot and it was still in my account. It even sent messages saying the modem had new WiFi passwords and was reset. That’s when I contacted xfinity about it. I’m sure it has something to do with it. 🤷‍♂️