Forced to reenter modem information

Question

When I turned the computer on this a.m. I got a screen informing that I wasn't recognized and need to enter my modem info.  It was aimed at phone user because it referenced downloading the app.  I own my my modem and router and had set up this modem maybe 8-10 months ago when I bought this modem (Arris S3).  I went through the entire process again of entering the HFC MAC ID and answer all the questions.  What is going on?  I have never had to do this in many years I owned my own modems and routers.  Is this going to be an everyday exercise?

XfinityEmilyB · Accepted Answer

jiminnm Thank you for reaching out so we can make sure your modem is registered properly to your account and you don't have to manually set it up. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution.

jiminnm · Answer

I will add that Comcast shows 3 modems on my equipment list (which reflects my history) but all are marked as unavailable.  How can I changes that?

EG · Answer

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Customer Service

jiminnm

Forced to reenter modem information

XfinityEmilyB

jiminnm

jiminnm

EG

New to the Community?