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I literally just got home from buying a G34 Cable Modem for my home Xfinity network. However, when I go to activate the modem in the Xfinity app (the only way to activate it), it tells me that the CM MAC ID is invalid (I’m using the HFC MAC ID).

 

I’ve tried manually entering it AND using both QR codes from the insert and the sticker on the bottom of the modem. Same result. I contacted Arris support, and they told me the HFC MAC ID matches their records. They had me try to activate again, same result: invalid MAC ID.

 

I also tried using the Surfboard app (not Surfboard Central). It, too, tells me that the HFC MAC ID is invalid. 
 

What am I doing wrong?

Since you have done trying on the app in this case we would suggest you to contact your service provider to try activating modem on their end because there might be a technical glitch on the app while activation which is normal so please do confirm with your service provider regarding activation.

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