Community Forum

Device Serial number is not match with physical modem

Highlighted
New Poster

Device Serial number is not match with physical modem

My internet is off out of sudden and when i tried to troubleshoot, i found that the serial number in the APP is not match with my physical device. Is that the reason i lost my connection?
Also, the sending light is keep flashing.
I am using my own modem.
Highlighted
Expert

Re: Device Serial number is not match with physical modem

First, check here to see if there is an "outage";

 

https://www.xfinity.com/support/status



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Regular Contributor

Re: Device Serial number is not match with physical modem

The serial number you see in the XfinityMyAccount app is actually the MAC address of you modem not the mfr serial number.

Highlighted
Official Employee

Re: Device Serial number is not match with physical modem

Hi there, DY1128.

 

I want to do my best and help if it is still needed. I know internet troubles can be very frustrating. 

 

If so, can you please private message me your full name? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!