ARRIS SBG10 will not activate

I'm a new Xfinity customer with a refurbished ARRIS SBG10 modem+router that I bought from a reputable seller on Amazon. After properly installing it, I went through the steps on the Xfinity app to activate my service, but it wouldn't work. I tried every coax outlet in the house. And I know the outlets are active, because the person who moved out a few days before had a functional Xfinity Wifi network running on those same coax cables.

The app said I needed to chat with an agent, so I did. Three hours later, all I have is a working modem+router without internet connection and a promise from the tech agent that "the next agent will know what to do to further troubleshoot". I asked for what troubleshooting steps were already taken and what errors the agent was seeing on their end. No response.

So what's going on? Is this just Comcast's way of harassing their customers into renting their equipment, or is there an issue on my end? If so, what can I do to fix it?

Responses

NoNoBadPuppy

Problem Solver

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549 Messages

2 years ago

You have learned a valuable lesson about buying 'refurbished' hardware. The modem you purchased is still tied to an active account somewhere, and until it is removed from that account, xfinity (or any other ISP) will be absolutely unable to activate it. I hope the seller you purchased from has a return policy, otherwise you just threw your money away. *NEVER* buy a used / refurbished / reconditioned modem. Most of them will not be able to be activated.

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user_ef6519

Visitor

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2 Messages

@NoNoBadPuppy Well, I wouldn't say never. This device and many others from the same seller have worked for hundreds if not thousands of customers. And it was sold through the "Amazon Renewed" program which, as I understand it, means it underwent rigorous vetting by Amazon. It of course also means that Amazon itself backs it with a 90-day money-back guarantee. If it weren't for those two things I would not have bought it.
So I'm not entirely convinced that the only cause of my issue is the fact that it's refurbished hardware. There were 1 or 2 reviews out of ~500 that mentioned being unable to activate, but Xfinity told them almost right away that the device is already tied to another account or even another ISP. I wasn't told this.
That said, I noticed there was a brand new (and only slightly more expensive) Netgear device eligible for next-day shipping. So I ordered it and initiated my return/refund of the Arris. It's a better device anyways. I'll find out tomorrow if the device itself is the issue. Thanks for your response.

2 years ago

CCLamont

Problem Solver

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519 Messages

Hey @NoNoBadPuppy. I am here and would love to help with your account.

Could you please send our team a direct message with your full name and full address?

Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

See https://comca.st/3KQF8q9r for an example.

I no longer work for Comcast.

2 years ago

0

CCTambrey

Gold Problem Solver

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3.4K Messages

Hello @user_ef6519
I wanted to check in quickly to see if you were able to get your new gateway working or if you are still in need of some additional support?

I no longer work for Comcast.

2 years ago

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EG

Expert

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110.1K Messages

2 years ago

@XfinityLamont

User @user_ef6519 is the original poster.

0

Your Home Network

user_ef6519

ARRIS SBG10 will not activate

NoNoBadPuppy

user_ef6519

CCLamont

CCTambrey

EG

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