I recently bought an Arris 6190 to go with my new Gigabit plan because the router supports speeds up to 1.4 gb/s down, and 262 upload, FAR in excess of my plan's capability, and it says it's approved for comcast xfinity. However, When I went to activate it, I was unable to do so, I spent over 3 hours on the phone with comcast support, who were unable to activate it. Becaues the Comcast supplied modem worked, they blamed it on faulty hardware.
I called the support again to try to get the supported hardware list, and was shocked to find that the SB6190 is not on the list. They told me there wasn't a configuration file for it. How and why is this? Why won't comcast support this modem at gigabit speed? Has anyone been able to find a work around?
The 6190 is a DOCSIS 3.0 compatible device. You are going to need a DOCSIS 3.1 compatible modem for gig speed like one of these (if you don't also have and use their phone service);
They will only deliver gig speed through a DOCSIS 3.1 device that has an OFDM / PLC downstream channel capability.
THANK YOU THANK YOU THANK YOU.
I have been online for hours with Comcast support. They are telling me my SB6190 will only support 250 mbps and that is why my service is not working properly. I have had the same modem for almost 1 year, and suddenly today, that is the problem? Not that there is a service issue??
However, I do pay for gigabit service which apparently my SB6190 cannot provide because it is DOCSIS 3.0 So I will follow your suggstion and purchase a new modem. Unfortunately if there is still a service issue on their side this will not help but it will take away one of their excuses.