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Removing old modem from Comcast account

Dr. J 25,356 3,377 October 24, 2015 at 07:23 AM
I've had a SB6121 for a few years that's worked well but upgraded to a SB6183 in the past couple weeks. I sold the 6121 on CL but the guy I sold it to says that when he tried to activate it (also Comcast/Xfinity) the CSR told him it was still tied to my account.

My internet works fine - I logged into my Comcast account and when I click on "Service & Support" I still see the 6121 (see attached) [in addition to the 6183]. I can't remove it online so I CSR chatted (couldn't do it) and then called them.

The guy on the phone didn't seem to really get what I was talking about and we finished the call saying he would "escalate" it and that it should "be resolved in 24 hours".

In the meanwhile I sent the CL guy an email saying it should be set to go (I think he works nights as I only get emails from him early AM).

I don't like stringing people along and really want to finish the transaction - is there anything else I can do to remove the modem from my account? [Fortunately I still have the device MAC ID and such if that's needed]



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Call comcast and tell them to disassociate it from your account.
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Common comcast problem, worse when the modem is moved to another state. Contact comcast again, they used to be pretty slow at resolving this. The last time I had to do it (years ago) I think it took 2 months.

It wouldn't hurt to make up and invoice for the sale that includes the modem's MAC address.
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