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.