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Tuesday, January 30th, 2024 3:06 AM

Closed

Arris SBG10 won’t connect to Xfinity internet

Spoke with the someone on the online chat assistant and they said they cannot detect a signal for my router/modem. It pops up under wifi on my phone and smart devices but cannot connect it to my Xfinity account.

Can someone help me figure out why this is happening?

Accepted Solution

Problem Solver

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1.3K Messages

5 months ago

@dmetra8 Glad we got your new modem added and activated. Thanks for working with us on this! 

Expert

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104.1K Messages

5 months ago

Was it ever activated / provisioned for service by them ?

5 Messages

No. They said they were unable to detect a signal to do so. 

Expert

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104.1K Messages

5 months ago

Is this a new installation / move in ?

5 Messages

Yes, it is a new installation/move in. 

Expert

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104.1K Messages

5 months ago

OK are the indicator light(s) lit steadily or are they blinking ?

5 Messages

They are lit steadily. 

Expert

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104.1K Messages

5 months ago

Hmmm.... Well, that indicates that the modem is indeed connected to an active hot feed to the system. They should be able to see it from their end in order to activate it...

I'm going to escalate this issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards to investigate further. You should get a reply here in your topic. Good luck with it !

5 Messages

Thanks for escalating it! 

Official Employee

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988 Messages

Hello @dmetra8, Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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

Expert

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104.1K Messages

5 months ago

@dmetra8 

Quite welcome !

(edited)

Expert

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104.1K Messages

4 months ago

@XfinityJodie 

Thank you Jodie !

1 Message

2 months ago

Hello! I'm having the same exact issue. The SBG10 has internet connectivity on a wired connection but wifi does not allow for a device to connect. Any help on this?

Expert

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104.1K Messages

2 months ago

@saasher 

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 3-month-old and marked Solved thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.

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