Skip to main content

    Support

    Offers

U
user_8u028s
1st Topic
1st Like

1 Message

Saturday, May 18th, 2024 3:13 PM

Closed

Arris surfboard SBG10 MAC address not recognized by Xfinity

I’ve been renting a modem from Xfinity and finally purchased my own. I bought a new Arris Surfboard SBG10 modem/router combo from Amazon. It was new in packaging. I tried to get the modem activated through the app and it never worked. I called a customer service line for help and they said their system didn’t recognize the MAC address of the modem and referred me to an in person store. The person at the store was totally useless and said she made a ticket for me but that was almost a week ago and I haven’t heard anything. I really don’t want to pay another month for the Xfinity modem rental. What should my next steps be? Thanks!

Question

 • 

Updated 

10 months ago

314

2

EG

Expert

 • 

110K Messages

11 months ago

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

0

0

XfinityBradM

Official Employee

 • 

915 Messages

11 months ago

Hey there, @user_8u028s. What sort of error or issue did you run into when attempting to activate the modem through our Xfinity app? 

Please also note that sending unsolicited peer to peer direct messages to myself or any other user is a direct violation of our forum guidelines. Once a Comcast verified employee responds and asks for a direct message to be sent, you can then proceed with doing so. 

9

Tedg9

3 Messages

I am having this exact issue with this exact modem. I recently returned my gateway without ever actually registering it on the app. I then bought the ARRIS SBG10 on Amazon brand new and whenever I attempted to add the modem in the app, the app says “You need Xfinity internet to continue.” Whenever I contacted tech support they stated that the model was not found whenever I gave them the MAC address. Should I just buy a new modem? Customer service opened two tickets for me and no one has  updated me. 

10 months ago

Tedg9

3 Messages

I can assure you I have an active internet account with Xfinity. Unless something got [Edited: "Language"] whenever I returned the xfinity gateway modem. 

(edited)

10 months ago

0

XfinityShawn

Official Employee

 • 

1.4K Messages

 

Tedg9 Our team can look into your modem, and ticket concerns today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate 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
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

10 months ago

0

user_3e3i50

2 Messages

I'm having the same issue. Did Xfinity resolve your issue?

10 months ago

0

XfinityMartyR

Official Employee

 • 

2K Messages

 

user_3e3i50 Hi! Sorry to hear you're having trouble activating your modem. Have you tried the steps outlined in this article? Activate your own modem using the Xfinity app
 
 
 

 

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

10 months ago

0

forum icon

New to the Community?

Start Here