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user_03kug8
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Visitor

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5 Messages

Tuesday, October 7th, 2025

Remove old modem after new modem

Hello,

I would like to remove old modem from account.

SB6183 replaced by S34.

Thank you.

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14 hours ago

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XfinityJorge

Official Employee

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2.5K Messages

13 days ago

 

user_03kug8 Hello and Good Morning! Welcome to our Xfinity Support Forums and our team is here to help you with your new and old equipment. Did you attempted to activate it through our awesome Xfinity app? If you have not please visit here to see the detailed steps to get that activated by just a few clicks. If you have any issues let us know! 

 

(edited)

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user_03kug8

Visitor

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5 Messages

Yes, but I want to remove the old one.

Thanks.

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13 days ago

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XfinityJorge

Official Employee

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2.5K Messages

You got it! We appreciate you using this platform, and we will be happy to look through the account to verify the equipment is correctly showing. I hope the new modem is working great for you, to get started can you please send me a DM with your complete name and service address?
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
 

(edited)

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.
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13 days ago

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user_03kug8

Visitor

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5 Messages

4 days ago

Follow-up as requested.  It's even slower now.

I went from a consistent (500Mbps) to 220Mbps.

I tested ethernet cables with dbx ct3, no problems.

Changed the cables with new as suggested.  No change.

Resets through App and Customer Service.

Yes, I've been delighted the last 10 years when I believed I was limited to 300Mbps.

I was told they gave me a free upgrade to 800Mbps but I would need to upgrade the modem.

Now, they offer and want to honor me by signing a  five-year (1) gigabit deal

when I haven't even been near the 800 they 'gave me for free' years ago.

I'll go back to the old modem.

Thanks for the help though.  You were sincere and I appreciate the help.

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XfinityThomasA

Official Employee

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2.9K Messages

Thank you for your feedback, user_03kug8. It's important to us that you're able to get the most out of your Xfinity internet and we can help troubleshoot. To confirm are you using an Xfinity Gateway or your own equipment? 

 

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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4 days ago

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user_03kug8

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5 Messages

I am using my own equipment.

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14 hours ago

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XfinityEricB

Official Employee

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2.6K Messages

 

user_03kug8 Have you confirmed it's approved for the current speed here https://www.xfinity.com/support/internet/customerowned?mboxRed=true&s_tnt=126324%3A1%3A0&adobe_mc_sdid=SDID%3D6189789D191F02E0-640024CB99694709%7CMCORGID%3DDA11332E5321D0550A490D45%40AdobeOrg%7CTS%3D1750172592? We want to make sure you get everything you should be getting, but if the device can't support the speed, that would cause an issue.

 

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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14 hours ago

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