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ARRIS G54 Incorrectly Identified as Thomson DHG546 – Need Xfinity Escalation
ARRIS G54 Incorrectly Identified as Thomson DHG546 – Need Xfinity Escalation
I have been trying for approximately a month to get this issue resolved with Xfinity and have been unable to get beyond basic troubleshooting.
My ARRIS SURFboard G54 is being incorrectly identified by Xfinity's customer-facing system as a Thomson DHG546 eMTA legacy modem. I have never owned or used a Thomson DHG546. The modem I replaced was an ARRIS SBG8300.
I replaced my SBG8300 after Xfinity's "Check Now" equipment tool recommended that I upgrade my equipment because my internet could perform better with newer equipment. I purchased and activated an ARRIS SURFboard G54.
Since installing the G54, when I use Xfinity's "Check Now" equipment feature, Xfinity identifies my modem as a Thomson DHG546 and displays orange warnings indicating that the modem is old and incompatible.
I have also found another post here in the Xfinity Community Forum from a G54 owner reporting the same ARRIS G54/Thomson DHG546 misidentification, so this does not appear to be unique to my modem.
When I contact Xfinity technical support, representatives tell me that on their end they see my modem correctly as an ARRIS G54 and that I should disregard what the "Check Now" feature reports. However, the customer-facing Xfinity equipment system repeatedly identifies this same modem as a Thomson DHG546.
Xfinity support and I have removed the modem from my account and activated it again several times. Each time, the equipment is again identified by "Check Now" as the Thomson DHG546. I have also power-cycled and factory-reset the G54. None of this has corrected the equipment identification.
In addition to the incorrect identification, my internet performance is now worse than it was with the ARRIS SBG8300 that the G54 replaced.
At this point, I believe this needs to be escalated beyond standard modem activation and troubleshooting.
Could an Xfinity employee please investigate:
• Why the HFC/CM MAC for my ARRIS G54 appears to be mapped to a Thomson DHG546 in Xfinity's customer-facing equipment system.
• Whether the G54 is correctly identified throughout Xfinity's provisioning/equipment databases, not just on the screen visible to technical support.
• Whether the correct configuration/bootfile and subscribed service tier are actually being provisioned to the G54.
I am happy to provide the HFC/CM MAC, serial number, speed test information, and any other modem information needed through Direct Message.
I have been an Xfinity customer for 23 years and would very much like to get this resolved rather than continue repeating the same activation, power-cycle, and factory-reset troubleshooting steps. I would greatly appreciate assistance from an Xfinity employee who can escalate this to the appropriate provisioning/equipment team.
Thank you.
XfinityJustinM
Official Employee
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1.1K Messages
23 days ago
No worries @_Roon4293, you've come to the right place for help. We can ensure all is aligned properly on our end so that you are receiving the correct speeds, from there we can evaluate your network health to see if that is impacting the performance. Let's make sure the next two years leading to your 25th anniversary and beyond are up to par. Please send our team a direct message with your full name and service address to get started.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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_Roon4293
Visitor
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4 Messages
22 days ago
CableLabs records show the Thomson DHG546 dates to 2008 and was certified as a DOCSIS 2.0 eMTA. Xfinity's equipment checker is therefore identifying my current ARRIS G54 DOCSIS 3.1 gateway as an approximately 18-year-old legacy device.
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StevhanNephilim
Visitor
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1 Message
5 days ago
I too have this issue. Difference is I've had the G54 for about 2 yrs. Lately it's been weaker signal strength n speed. Searching this issue has led me here.
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user_bfsr64
Visitor
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2 Messages
10 hours ago
I've owned my Arris G54 for about two years now, it's been flawless. Only very recently been having this exact issue. My internet drops to nothing, then comes back 5-10 minutes later. Then half an hour to an hour goes by and it does it again. Phone and chat tech support have been useless. A tech is coming out to look but I doubt they're going to do anything, I know it isn't a hardware issue. I've power cycled the modem, I've hard reset the modem, no luck.
(edited)
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