Arris SBG1000 instead of Arris SBG10 incorrectly listed as my device

I have an Arris SBG10 but listed in my account on my device it shows Arris SBG 1000 which has a download speed of like 33 Mbps. I have checked the my devices and the Arris SBG 10 is still listed as an approved gateway for my plan. At times we can barely get on the internet or it takes a very long time. We have not had the problem of the modem restarting by itself as i read in a forum post about 4 years ago.

Responses

XfinityAmira

Official Employee

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4.3K Messages

1 year ago

Hello @nickp1! Thanks for taking the time to reach out to our team on our Forums. We value you as a customer and certainly know the importance of having a solid connection and getting the speeds you're paying for. My team is here to help and would be more than happy to further look into this modem concern. To best assist you, please send us a Direct Message. Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message icon” (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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user_zfp9uf

1 Message

1 year ago

I have the same problem. I also keep getting emails that I should upgrade my equipment, but the SBG10 should have plenty of download speed.

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XfinityBrianH

Official Employee

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1.5K Messages

user_zfp9uf 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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1 year ago

0

A

aimeeny

1 Message

1 year ago

I am having the same issue, but there is nowhere to actually message you guys....biggest problem I have with Xfinity is terrible communication. Can you please explain how people are really able to message you and get a tech support specialist rather than a bot or sales person?

Here is what I am seeing... Clicking on the email icon takes me to information on how to set up my email account?? https://www.xfinity.com/support/articles/account-email-information

Makes no sense! Clicking on support just takes to a page with articles.... no help...

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XfinityEricB

Official Employee

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2.4K Messages

aimeeny We would be happy to look into the incorrect listing of your device on your account with you!

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

Customer Service

nickp1

Arris SBG1000 instead of Arris SBG10 incorrectly listed as my device

XfinityAmira

user_zfp9uf

XfinityBrianH

aimeeny

XfinityEricB

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