Visitor
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3 Messages
ARRIS SBG10
I had internet up until yesterday. Then the 3rd light disappeared. I called Arris and they were unable to troubleshoot it. I went and bought another brand new Arris modem/router and all lights show up but xfinity app unable to find my modem. I called Tech Support she said she sent a signal to my modem and nothing. I swapped out the cable connections tried even a different spot on my apartment. Neither one of the Arris modems will connect. All lights on but no internet. Anyone out there able to help? Technician is coming out in 2 days and that's a long time for me to be down. Out of the blue my internet just quit working after working fine for months.
bquirion
New Poster
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4 Messages
3 years ago
I just got an email saying my service speed was upgraded(it was not) and that my modem wouldn't support it(it has for 3 years).
Going to there compatible device page I find that they now say this device is not supported.
Incompatible based on filter and device not supported are whats listed.
My service is currently fine. Im now wondering if that is going to change.
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user_76f6d2
Visitor
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3 Messages
3 years ago
Hmmm...so basically is it better to just go ahead and rent the equipment? I have a technician scheduled to come out tomorrow and I don't want to pay him money for him to tell me my modem/router is no longer supported. I bought this 4 months ago but 2 weeks ago they installed 5 G around here and were working in the area... so that makes sense.
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zip21222
Contributor
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160 Messages
3 years ago
@user_76f6d2 ,
The SBG10 still appears in xfinity's supported modem list for download speeds up to 392mbps.
5G is a mobile/cellular thing that shouldn't affect your cable internet, though they may have been working on more than just 5G in your area.
I'd recommend taking a look at the pinned 'Internet Troubleshooting Tips' topic in this forum, in particular the section from 'Inspect cabling' down to 'Check the quality/status of all splitters'.
If that fails to bring your service back, please try posting your upstream and downstream stats plus your current log entries (be sure to redact any MAC addresses). That is also explained in the troubleshooting topic.
HTH
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user_76f6d2
Visitor
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3 Messages
3 years ago
Outcome - Tech came out. This modem I own is 4 months old. Tech and Tech Support was unable to figure out why modem wouldn't work. It showed I has service, all lights lit up, they tried to reenter the Mac ID. Address and the gateway still wouldn't work. There was no legit reason why it wouldn't work. It does seem like the work they did in my area did something to the gateway..Needless to say I was forced to rent a Modem. I did buy another Arris modem that was compatible and all lights lit up but still wouldn't work. So I tested 2 Arris modems before Tech support came out. And neither would work.
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zip21222
Contributor
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160 Messages
3 years ago
2 different Arris modems, one of them brand new, and neither worked.
And Comcast (and only Comcast) has full control over the firmware and config files (which you can't even examine) for those modems that YOU own.
And neither one works.
And the admins here wonder where all the paranoia and suspicion comes from in these forums.
go figya....
@user_76f6d2 , please come back in a few days and let us know just how reliable your newly-rented gateway really is.
Thx, and good luck!
(edited)
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