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user_tl4nac
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4 Messages

Thursday, May 21st, 2026 9:20 PM

Coundn't install my new modem router.

My new Arris G36 modem router was rejected by the Xfinity app for installation on my computer because the app said that it is refurbished.  The HFC MAC ID on it doesn't indicate that it's refurbished.  What can I do?

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20 hours ago

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user_tl4nac

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3 days ago

I was able to use the xfinity app to install my new modem.  I think the entry by the xfinity employee at the xfinity store could have been necessary for the app to acept my new modem.

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XfinityRaul

Official Employee

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2.8K Messages

@user_tl4nac I'm glad you were able to use the app to install the new modem. How's your internet service working ever since the modem was installed? 

I am an Official Xfinity Employee.
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21 hours ago

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user_tl4nac

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My internet service is good.

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21 hours ago

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XfinityJeffB

Official Employee

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377 Messages

That's great news. Can we help you with any other questions or concerns?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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20 hours ago

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EG

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118.2K Messages

10 days ago

Did you buy it brand new in its original packaging from a reputable retailer ?

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user_tl4nac

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I bought it from Amazon and the description did not include "Refurbished" as some Amazon products do, so I think it's new and it came in a new, sealed package with the part number not including "R" at the end.  I just went to the Xfinity store and the person there made an entry on my account and told me it should work and try it again.  I plan to do that.

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10 days ago

EG

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118.2K Messages

Ok. Please post back with how it goes.

I am not a Comcast Employee.
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10 days ago

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