If you replace your cable modem, here are a few things I learned that may help you with the Comcast activation of the new modem: 1. Make DOUBLY sure you give the Comcast support people the correct MAC number (and the customer serial number) for the new modem AND THAT YOU HAVE THEM READ IT BACK TO YOU. 2. Ask them when your new modem activation should take place. 3. DO PRAY THEY ENTER YOUR NEW CABLE MODEMS MAC CORRECTLY. (They entered it incorrectly for me in spite of both the standard tech support person and the modem activation person having read it back correctly to me. ![]() It was actually entered by the modem activation person with one digit dropped out and apparently their system just appended a 0 to the front of it to input a valid 12 digit MAC!) 4. If after the specified time your modem does not activate, contact Comcast support but DO MAKE SURE you ultimately get transferred to the 'Modem Activation Department'; (aka 'Provisioning Department') because the standard support people apparently see screens that may show the correct MAC number you gave them but it still may be wrong in the system where it counts. 5. If your new MAC was entered wrong, BE PREPARED FOR A WAIT (this wait, I am told by Comcast, is much longer on the weekends and holidays) because they told me Comcast has a 'procedure' that requires, when a MAC is entered incorrectly, that it must be corrected 'manually by the next level of technical support'. This supposedly is because not only must your MAC be corrected but potentially also changes must be undone to another unlucky person's modem whose MAC matched the erroneous MAC entered for you. My saga took 32 hours to resolve with 5 phone calls that involved 9 different support people at Comcast! All this to change to a Motorola SB5100. They are supposedly comping me with a weeks worth of free HSI service. All 9 support people were very nice to speak with but it was only after I finally 'blew my top' with the 9th person (who turned out to be a very good and responsive support person) that substantive action occurred and it was fixed then within 1.5 hours. Said by: Absolutely right on target - had the almost exact same experience - and I'd add this - before you provision a new modem - make sure you know what node you are on and verify they reprovision you on the same one - that added 2 days to my issue - middletown vs eatontown in south jersey - small long nightmare. If you call a local comcast office with online support, your account will be provisioned A LOT faster. If you call and get Canada for instance, they can't provision on the spot. Also, you don't need to know your node anymore, that's all taken care of.it doesn't even need to be mentioned. You will need to connect and activate your modem with your Comcast XFINITY service once you have it installed. If you need to get cable. Recommended replacements for network devices at the end of their life cycle. Mar 11, 2017. This is a how-to guide to activate your retail purchased modem on comcast XFINITY account. Before you begin: Make sure your have your Comcast XFINITY account number, Account holders name, phone number used on the XFINITY account. If don't have account number, it is on your monthly billing. Learn how to install and activate your purchased modem for XFINITY service. Dec 30, 2014 Comcast just raised their modem rental fees from $8 to $10, because apparently charging you too much for a modem costs more than it used to. If you’re on. Said by: said by: If you call a local comcast office with online support, your account will be provisioned A LOT faster. If you call and get Canada for instance, they can't provision on the spot. When I got a new modem two weeks ago I called the 800 number. I got someone in Canada. They switched me to the provisioning department (also in Canada). I gave them the MAC address and serial number of my new modem. They provisioned it while I was on the phone and verified that I had a good signal. The whole process took 10-15 minutes from when I called till I was off the phone with the new modem working. It should be that way - it really is a simple process for them to perform. In my case I was unlucky enough that they made an error when entering it into the real system. I understand some cable providers have a Web-facilitated self service provisioning system whereby you go to a website and enter the MAC, etc. However I don't know if a person at the cable provider still has to reenter it or if it is 'automated' in a way that eliminates a possible data entry error (other than one made by the customer themselves). This Web-facilitated approach sounds ideal to me if it in fact eliminates someone at the cable provider from having to enter the data! ![]() ![]() ![]()
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