Visitor
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1 Message
Modem MAC address stuck on unknown account — need de-provisioning help
Hi, I’m hoping the support team here can help since phone/chat agents haven’t been able to resolve this.
We moved to a new address 2 years ago and have had working Xfinity internet since, using our own Netgear modem. Today our account was showing as inactive — I was told the original account was never fully completed at setup (the “purchase/transaction” was never finished), even though we’ve had active, paid service for 2 years.
A rep activated a new account for our address, but couldn’t add our existing modem to it. I was transferred twice more, including to technical support, and no one could add the modem — they said it’s already linked to two previous accounts/locations and is still attached to something, but couldn’t identify which account.
Can someone look into de-provisioning this modem’s MAC address so it can be added to our new/current account? Happy to send account details and the modem’s MAC address via private message.
thanks for any help
EG
Expert
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119.7K Messages
5 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityOrlandoM
Official Employee
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3.6K Messages
5 hours ago
@user_tn710b
Thanks for reaching out. I’m sorry for the trouble you’re having activating your personal modem.
You’ve reached the right team, and we’ll be happy to help get this resolved for you.
To get started, please send me a direct message with your first and last name and full service address.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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