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11
CM500 High Speed Cable Modem
Before you call Comcast Xfinity, make sure that your account number, account phone
number, email address, and password are nearby. The cable modem’s model number is
CM500. The serial number and MAC address are on the product label.
MAC address
Serial number
Figure 6. Find the serial number and the MAC address on the product label
To set up your Internet connection by calling Comcast Xfinity:
1. Call Comcast Xfinity customer service at 1-800-XFINITY (1-800-934-6489).
2. When asked, provide your account information and provide the cable modem’
s model
number and MAC address.
3. W
ait for Comcast Xfinity to confirm that your cable modem is active.
4. If you do not get an Internet connection with the cable modem, ask the Comcast Xfinity
representative to look for your cable modem online, and do one of the following depending
on what Comcast Xfinity tells you about your cable modem:
• If the cable modem is not visible, the Comcast Xfinity representative can give you
instructions to verify why the cable modem does not connect with your high-speed
Internet service.
• If the cable modem is visible to the Comcast Xfinity representative, reboot the cable
modem. Check your online status again.
Perform a Speed Test
To determine the accurate Internet speed, visit the speed test website of your cable Internet
provider and perform a speed test.
If your actual speed is lower than your subscribed speed, contact your cable Internet
provider.
Connect Your Cable Modem to a Router After Installation
and Activation
During the installation and activation, you must connect the cable modem directly to a
computer. After installation and activation, you can connect the cable modem to a router.