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user_u63z30
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Sunday, January 19th, 2025 5:01 PM

Arris SB8200 won't connect

Hello,

My one year old Arris SB8200 stopped working. After hours on the phone and chats with both Xfinity and Arris, I decided out of desperation to buy a new modem even though the modem was still under warranty. The new modem (same model) was unable to be provisioned due to an "inventory error". More hours of my life wasted on the phone and chats. Bought a 3rd modem, again an Arris SB8200 and it still wont connect.   Xfinity came out and said the modem has a strong signal and left with no ideas or solutions. This is unacceptable. Its been a month without internet. I'm about ready to cancel every service I have with Xfinity.  Before doing so, does anyone have any ideas why I still can't connect?  Thank you!

Question

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Updated 

2 months ago

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EG

Expert

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110K Messages

3 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityBrianH

Official Employee

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1.3K Messages

3 months ago

 

user_u63z30 Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.  

 

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user_ugujfs

2 Messages

2 months ago

After 2 years of normal use (occasion reboot), my 'customer owned' Arris SB8200 is bouncing like a yo-yo. The temporary fix - restart the modem which only lasts 4-6 hours.

Option 1) Xfinity quickly finds and fixes the 'bug' it introduced.

Option 2) Xfinity supples an Xfinity managed modem at no cost, until the bug is fixed.

Option 3) Cancel Xfinity once and for all. 

In typical Xfinity fashion: 1) The chatbot is a waste of time that never fixes the problem or connects to live support as promised. 2) After eventually speaking with customer retention to get to support to scheduling an appointment - I receive a mysterious call 60-90 minutes later that states "the problem was fixed and would I like to cancel my appointment?" And shame I me, 3) I agree only to experience the issue a couple hours later and call back to re-schedule the appointment. See [Edited: "Personal Information"], which replaced [Edited: "Personal Information"].

I looked at the specs of the SB8200. My 300/20 Mbps plan is only 1/3 of its capability. The specs on the shining new modems match the SB8200.

(edited)

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XfinityPeterH

Official Employee

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1.8K Messages

 

user_ugujfs Thank you for your feedback and letting us know. Our team is happy to help you. In the future should you need help please first start by creating your own public post. Thank you for following our guidelines. That said feel free to send us a direct message with your full name and address. 

Here is a great step by step process on how to send us a direct message. 


  Click "Sign In" if necessary


 Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging


 Click the "New message" (pencil and paper) icon


 The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there


 As you are typing a drop-down list appears. Select "Xfinity Support" from that list


 An "Xfinity Support" graphic replaces the "To:" line


Type your message in the text area near the bottom of the window


 • Press Enter to send it


Check out for example on how to send us a Direct Message:  https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e 

 

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2 months ago

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user_ugujfs

2 Messages

I am on DM. Ten minutes on and no one in Xfinity Support is responding. Please start the process for Option 2. Do I need an approval code to pick-up an Xfinity modem at an Xfinity Store or will you send it to me?

(edited)

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2 months ago

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