Hey guys,

I’ve been using Xfinity for internet for many years. Had an old router and modem for that service and wanted to upgrade both. Bought new router and modem to replace old equipment to get faster speeds.

I contacted xfinity support to setup/replace current router and modem with new ones. I was asked to provide my MAC address for the new modem.

Long story short, the MAC address was typed incorrectly on xfinity’s end. I was told that once a MAC address is inputted, it just stays there. Xfinity cannot remove it and they cannot just add the correct MAC address to get my modem to work. So now my new modem cannot be used.

For people who are familiar with this, if i switched providers, would my modem work or is this modem disabled forever?

How can I get my modem to work with xfinity again without buying a new router?

Thanks!!

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  • Weasel1088@alien.topBEnglish
    1·
    11 months ago

    I was able to add my new modem using their xfinity app. Replacing my old personally owned modem. I would give that a try. Took me about 10-15 min and didn’t have to talk to anyone at Comcast.

  • Murky-Sector@alien.topBEnglish
    1·
    11 months ago

    Since support has already messed you up see if you can get some help here

    r/Comcast_Xfinity

    They have reps monitoring and may be able to get things worked out

  • Kathucka@alien.topBEnglish
    1·
    11 months ago

    That’s utterly asinine. They should have marked the incorrect entry as retired. There’s a chance the Xfinity app will do it. Try that. If not, call them again and tell them that you returned the non-working modem and got yet another new modem (I.e., lie to them) and try again with the correct MAC.