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user_Dixiesundae2026
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1 Message

Thursday, February 12th, 2026 12:57 AM

release my personaly owned modem

Subject: Release owned modem from disconnected account

​"Hello, I have a personally owned modem that is still associated with a previous, disconnected Xfinity account. I am not looking to activate a new service plan at this moment, but I would like to have the hardware released (de-provisioned) from the old account so it is ready for a clean activation in the future.

​Modem MAC: [Edited: "Personal Information"]

Previous Service Address: [Edited: "Personal Information"]

​Please let me know once this MAC address has been cleared from the system. Thank you for your help!"

Question

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Updated 

3 days ago

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XfinityOrlandoM

Official Employee

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3.1K Messages

22 days ago

@user_Dixiesundae2026

Thanks for reaching out to us, I'll be happy to have your modem removed from our system. Go ahead and send me a direct message including your first and last name and complete service address that the modems attached

 

Here's the detailed steps to direct message us: 

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

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user_6al01e

Visitor

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2 Messages

3 days ago

I need the same assistance. @XfinityOrlandoM  Do I have to create a new post with the same wording so I can do a direct messaging? 

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XfinityMatthew

Official Employee

 • 

1.5K Messages

Hello @user_6al01e If you are having the same issue with an owned modem on a disconnected account you can send us a direct message with your full name and service address and we can look into the device. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 days ago

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XfinityMatthew

Official Employee

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1.5K Messages

@user_6al01e Thank you again for reaching out. Glad we could confirm the modem was removed. Please feel free to reach out if you have additional questions. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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Reply

3 days ago

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user_6al01e

Visitor

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2 Messages

Thank you as well! Appreciate you looking into my account. 

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3 days ago

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