Arris S34 not compatible with my service?

Hello. About 6 months ago switched from using an Arris S34 to a Comcast XB8 modem on my 2Gb/200mb service. I would like to go back to the Arris. Twice now the Comcast modem has taken itself out of bridge mode, once randomly in the night and once during a call about disabling the built-in WiFi (which I also do not like).

I called into the Xfinity number to activate it and they told me they couldn't do it, because the S34 was not compatible..... Huh? I asked them to show me this, and they sent me a link via email to https://www.xfinity.com/support/internet/customerowned and hilariously the Arris S34 was of course listed as compatible. I pointed this out to the representative and the person responded that "well I guess the web page is wrong. The modem isn't compatible"

So what's going on? Pretty confused.

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XfinityJosephA

Official Employee

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2.1K Messages

2 hours ago

train_wreck lets take a closer look at the account and equipment. Please send us a direct message so we can double-check everything. If the S34 was listed on your account previously we should be able to enable it. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." If you don't see an icon, you can use this link.

https://forums.xfinity.com/direct-messaging

You can also hook up the Arris S34 and then use the Xfinity app to add and activate the modem. From Account go to "Set up Equipment and Devices."

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train_wreck

Arris S34 not compatible with my service?

XfinityJosephA

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