4 Messages
Refurbished Arris Surfboard SBG10 Will Not Connect to Comcast Internet
I recently purchased a refurbished Arris Surfboard SBG10 off of Amazon. It seems to be in perfect condition and all the front lights work. I can set it up in the Surfboard app and connect to its signal; however, when I connect it redirects me to Xfinity's captive Wifi page and I don't have internet access. The Xfinity captive page instructs me to activate the modem through the Xfinity app, but when I do this the app gets stuck on "please hold tight we're looking for your device." I called an Xfinity rep and we worked on trying to activate my modem for a few hours but with no success.
After doing some digging, I found this old forum where it seems like other people have had the same issue. A Customer Expert on the forum says it's because Comcast probably considers the refurbished modem/router "stolen/unreturned" and I need to have Comcast remove it from their blacklist.
Long story short, I'd like an Xfinity rep to refer me to someone at Comcast who can remove my refurbished modem/router from their blacklist and help me activate it.
Thank you to anyone who helps out.
EG
Expert
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105.7K Messages
1 month ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. Good luck with this !
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XfinityAirelle
Official Employee
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2K Messages
1 month ago
Hi there,
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user_7aic8z
4 Messages
1 month ago
Yep, it works now. Thanks for your help!
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User_VP2024
1 Message
1 month ago
Hi,
Even I purchased the same product from Amazon (Refurbished Arris Surfboard SBG10) and I'm struggling with the same issue. Could someone help me out with this!
Thank you!
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