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Customer-owned MB8611 stuck in Xfinity walled garden despite successful DOCSIS connection
I have a customer-owned Motorola MB8611 DOCSIS 3.1 modem.
The modem shows Network Access: Allowed, Boot State: Operational, Configuration File: OK, all downstream/upstream channels locked, downstream SNR around 40–43 dB, downstream power around +6 to +8 dBmV, and upstream around 42–46 dBmV.
My router receives a WAN IP, gateway and DNS.
However, normal Internet traffic is being redirected to Xfinity's registration/walled-garden infrastructure. For example, requesting reddit.com returns an SSL certificate for susi.comcast.net, susi.xfinity.com and register-wg.xfinity.com, causing SSL_ERROR_BAD_CERT_DOMAIN.
Phone support has repeatedly reset/reprovisioned the modem without resolving it. The CM MAC has been verified, and Xfinity confirmed my previous inactive account no longer has a modem associated with it.
Can Digital Care please check the modem's bootfile/provisioning state and whether it is stuck in the walled garden, and escalate the backend provisioning if necessary?
Thanks
EG
Expert
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121.2K Messages
3 hours 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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XfinityAngie
Official Employee
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3K Messages
3 hours ago
Please send us a DM with your name and address.
Here are the detailed steps to direct message us:
1. Click "Sign In" if necessary.
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3. Click the “Start new conversation” (pencil and paper) icon.
4. In the “To:" line, type “Xfinity Support”.
5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
6. An “Xfinity Support” graphic will replace the “To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press “Enter” to send it.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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