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Replaced Personal Modem with Xfinity, But Xfinity Still Thinks Old Modem is connected

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Regular Visitor

Replaced Personal Modem with Xfinity, But Xfinity Still Thinks Old Modem is connected

As part of troubleshooting connectivity issues, I replaced a personal Motorolla Modem with a new Xfinity modem.  Installation was pretty easy and all services are working fine.

 

I can't run a speed test or do any other diagnostics because the old modem is still associated with the account; in fact, XFinity reports they can't detect a signal to my house.  What do I do? (Besides making ANOTHER trip to the brick and mortar to fix problems with an old account for some MYSTERIOUS reason, Comcast keeps hanging around even though I deactivated it 3 1/2 years ago).

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Frequent Visitor

Re: Replaced Personal Modem with Xfinity, But Xfinity Still Thinks Old Modem is connected

I *sort* of had the same issue, although it was over one day, not the three and a half years you are describing...

 

Just got a new modem yesterday, and went through registering it with a rep over the phone. Everything worked fine. This morning I went to My Account on the Xfinity page, and saw the message "We're having a problem reaching your equipment" or something along the lines of there being trouble, or no signal detected.

 

When I looked at my equipment, I saw my new modem, but I also saw the modem that I replaced, with a message "Issue detected"

Luckily, I was able to get a competant rep in chat, provided him with the old modem details, and he removed the modem completely from the account. As soon as he did that, I refreshed the page, the error message went away and changed to "Everything looks good", and the old modem was no longer listed.

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Regular Visitor

Re: Replaced Personal Modem with Xfinity, But Xfinity Still Thinks Old Modem is connected

You talked to someone on the PHONE? How did you do that? I can’t get anything but the robo assistant.
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Regular Visitor

How Do You Speak to a Human Being at Comcast?

I replaced my personal modem with a Comcast modem.  Comcast does not recognize that, although my services are OK and if I engineer a modem reset through the Comcast website, the modem is reset.  But I cannot run any diagnostics on my connection because Comcast thinks there is no signal to my home.  A separate thread asking how to fix this problem yielded no resuts.

 

The robo "assistant" or "agent" is of no use.  So what one must do to speak to a human being???

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Frequent Visitor

Re: How Do You Speak to a Human Being at Comcast?

If you go to the my account page, and then to internet I believe (where it lists your equipment), you can see your old modem, and your new modem there?
If this is the case, a chat rep helped me remove the one that was no longer being used, and everything has been fine since. You shouldn't need to speak to anyone over the phone to complete it.