Purchased Motorola modem is linked to an unknown account

[Sean2014]

Comcast came to install new service to my house. I provided the technician with a new Motorola modem I purchased on Amazon. When he called in to activate the modem he was told it was already linked to another subscriber in Fremont CA. Is there a way I can get the modem to switch to my account? I just return it and try to buy another at a local dealer? Right now the comcast tc8305c is working great.

 

[Shaun o]

Let me explain.

With every cable modem there is a unique device number.
Or its hardware Mac address.

When you connect the device, or run it through your ISP.
This is required to enable and authorize the box for use of service.

And it is matched to the customer, address using the ISP service.
For security purposes, and mac cloning of boxes this is done.

If the person who used the modem registered the mac address, and then stopped subscribing, or paying for the service, then it will not be allowed to work on the network and will be unauthorized by the head end and config servers. So the modem must of been a return item back to amazon. from a former sale of it.

Return the box to amazon. The box should never of been resold if the case above.

Anyone who bought it would never be allowed to use it on a cable modem ISP network of the same provider of the service.

FYI they can actually tell where box is being used on the network, if enabled.