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After upgrading to a new personal internet modem which Xfinity customer service confirmed will work fine, about 4 days ago, I was thrilled to see my internet working at good speed as expected.
However, every 24 hours approximately, my internet stop working and I get redirected to https://register.be.xfinity.com/activate which I follow through and internet services return after I login and activate.. Repeat problem the next day.. this has been happening for last 3 days.
Today I called the Xfinity customer service and after "checking" she claimed that my new modem was updating itself and therefore was requiring a re-activation....
I suppose it is possible that the new modem is getting an update every night .. but since Xfinity has the modem's Mac address, why go through reactivation again?
Also I can't see this new modem's mac address and model in "My account" page as I used to be able to see with the old modem.
Any help is appreciated. I am worried that when I am not home, my kids will be stuck without internet and not be able to access their school google drive and not be able to do homework... and yes not play online games as well.
Call 1-800-comcast and ask a rep to *roll and re-provision* the modem. Also ask them to confirm that the provisioning and account data in their database is correct and complete.
Yep, your modem is not on your account correctly.
I've asked a Comcast employee to help you. You should expect a reply in this thread.
Hello johnrambo909. I can assist with getting your modem re-activation issue resolved. To get started, please send me a private message and include your full name and account primary phone number so I can assist you.