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user_jz5dao
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Saturday, June 29th, 2024 1:27 PM

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Installation/gateway question: Xfinity cable/internet customer with owned Arris SB6141 modem downgrading to Internet Now 200MB or 300MB

Our family has been a Comcast Cable/internet subscriber for decades. To reduce monthly cost, we recently decided to drop cable TV and downgrade to Xfinity's 200MB Internet Now plan.  We just received the Now installation kit and Arris TG1682P gateway and are trying to decide how/whether to reconfigure our home network for the Internet Now service.

We currently own two Arris SB6141 cable modems (one spare) and use a TP-Link Archer C9 router which is configured for a complicated mix of static IP reservations and DCHP clients which includes NAS, printers, and media servers.

I've got the following questions about how to coordinate termination of our old service and the best way to configure the new service.  Call to customer support have resulted in confusing and conflicting answers:

  1. Can I / should I try to use the Arris SB6141 cable modem instead of the refurbished Arris TG1682P gateway?
  2. How does the Arris TG1682P compare to the SB6141 in terms of performance and features?
  3. As the TP-Link Archer C9 router is already configured for WiFi networks and devices, should I place the Arris TG1682P in bridge mode and connect to the C9 router?
  4. Xfinity customer service agents offered me a 300MB plan for $35/month, but somehow I was switched to the 200MB Now plan for $45/month. Can I switch to the 300MB plan? 

Thanks in advance for any subscriber or CS help!

Question

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Updated 

10 months ago

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Accepted Solution

user_jz5dao

14 Messages

10 months ago

To wrap up this post, the thread was moved to Customer Service help section and online Xfinity Digital Messaging from technical support were finally able to resolve my questions and guide me through transitioning our 46-year CableTV/internet subscription to the new Connect More Internet plan, but I had to go to the local Xfinity store to sign up for the Connect More plan and cancel the Internet Now plan I was mistakenly led to order.  Apparently, Xfinity has entirely different departmental infrastructure for handling Prepaid services (like Now) and Postpaid services (bundled plans & More).  It took several days, but I am currently operational with the 300MB Connect More postpaid plan and awaiting our legacy cable/internet to be disconnected.  Here are the short answers to my questions

  1. Can I / should I try to use the Arris SB6141 cable modem instead of the refurbished Arris TG1682P gateway? (No. Although the owned SB6141 worked with our legacy service, it is EOL for the faster new plans.)
  2. How does the Arris TG1682P compare to the SB6141 in terms of performance and features? (Both are older Docsis 3.0 modems.  I was given a new XB7 modem to use with my new Connect More plan.)
  3. As the TP-Link Archer C9 router is already configured for WiFi networks and devices, should I place the Arris TG1682P in bridge mode and connect to the C9 router? (I opted to configure the new XB7 in bridge mode for use with my C9 router because the C9 was already configured for static IP reservations on my LAN.) 
  4. Xfinity customer service agents offered me a 300MB plan for $35/month, but somehow I was switched to the 200MB Now plan for $45/month. Can I switch to the 300MB plan? (It took some time to clean up the misdirection I received from attempts to transion into the new plans, but in the end I did transition to the $35/month More plan.)

I hope this summary helps answer reader questions.  Many thanks to Xfinity online techs and store staff for their help. 

1

XfinityDena

Official Employee

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3.2K Messages

@user_jz5dao Thank you for that update! I am glad you were able to get everything sorted. If you have any additional questions you can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST. Please have a safe and healthy weekend! 

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.
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10 months ago

0

EG

Expert

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110K Messages

10 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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XfinityAirelle

Official Employee

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2.5K Messages

10 months ago

@user_jz5dao  

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

(edited)

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user_jz5dao

14 Messages

I signed in and followed the direct messaging instructions given above but there has been no response.  Do I send the message to XfinitySupport or XfinityAirelle?

10 months ago

0

XfinityBenny

Official Employee

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790 Messages

@user_jz5dao  Thanks, it's best to post some answers in public as much as possible, so anyone with the same experience can see the answers to your questions. For Now Internet, the modem included is what can be used. This https://www.xfinity.com/support/articles/now-internet-faqs FAQ shows you can only use that modem with the service. The included modem will handle the bandwidth for the service perfectly, and you can add on devices to it just like your prior service. If you wanted to switch you can as Now Internet has no contracts, it's really flexible. 

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

BruceW

Gold Problem Solver

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26.3K Messages

10 months ago

... Can I / should I try to use the Arris SB6141 cable modem instead of the refurbished Arris TG1682P gateway? ...

https://www.xfinity.com/support/articles/now-internet-faqs says:

Can I bring my own gateway with NOW Internet?
No, you can’t use your own equipment with NOW Internet.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_jz5dao

14 Messages

10 months ago

Our legacy Xfinity/CableTV service goes through a coax splitter, one output to the SB6141 cable modem and the other to the in-house CATV coax.  Should this divider be removed given that we are dropping CableTV and transitioning to Internet Now?

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XfinityNicolas

Official Employee

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1.1K Messages

 

user_jz5dao, that's a great question and you shouldn't have too. If you are having internet problems though, that would be the first thing to try. To sign up for Internet Now, we would just need to cancel your current internet. We got your previous direct message and will reply there too.

 

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

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