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Solved
CM1150V not "found" (?) by Xfinity using CM MAC address and Serial No.
Hello, My uncle just received a used CM1150V he won on eBay. I tried to help him to activate it by going through Xfinity app to have CSR call us. Xfinity CSR asked for and read back (to v...
Log into the modems web page at 192.168.100.1 with a PC, even with it disconnected from the ISP coax line. Navigate to the Advaced Tab/Advanced Home, there you can confirm the serial # and MAC address for sure.
Possible. Be sure the Modem is connected to the coax line and is online. Reset the modem by pressing the reset button for 10 seconds then release. Modem should be handshaking with the ISP services in the next minute or two.
Thanks for the reply, FURRYe38.
EIther there is a mis-reading of the MAC address, possible mis-print of the MAC address, ...
During the call, the Xfinity CSR read back the MAC address twice and both times matched what I read and gave to him at the beginning of the call.
Does "mis-print of the MAC address" mean the label on the bottom of the CM1150V could be wrong? It doesn't look like it has been altered.
... signal on the line is bad or CSR at ISP isn't correctly checking for the MAC address. ...
Have the ISP check the signal and line quality UP to the modem.
The below is based on the mentions about "signal".
When we activated the old modem (also bought used at that time) in the past, that old modem was not yet connected to the coax cable until Xfinity Support recorded the MAC address and model and then asked for it to be connected and turned on. That worked for the old modem.
When we called Xfinity Support yesterday, the CM1150V was also not connected to the coax cable. The old modem it's supposed to replace was still connected to the coax cable and was in use.
Could that be the problem, i.e., when the CSR tried to "find" the modem, the process is looking for a connected modem even though it may not have been provisioned/activated?
Log into the modems web page at 192.168.100.1 with a PC, even with it disconnected from the ISP coax line. Navigate to the Advaced Tab/Advanced Home, there you can confirm the serial # and MAC address for sure.
Possible. Be sure the Modem is connected to the coax line and is online. Reset the modem by pressing the reset button for 10 seconds then release. Modem should be handshaking with the ISP services in the next minute or two.