U

Visitor

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3 Messages

Wed, Sep 14, 2022 3:40 AM

Closed

Arris Surfboard 2E69

I am trying to get my internet to work using an Arris Surfboard 2E69 modem-router combo, but having a really hard time getting ahold of anyone at XFinity. I think all I need is for XFinity to send me an activation code? Not sure, but not thrilled to have paid for half a month of internet with no connection. Would love to get this working!

Accepted Solution

Visitor

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3 Messages

6 d ago

I called the activation line and was able to figure it out that way. Thank you all!

BruceW

Gold Problem Solver

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24K Messages

13 d ago

I am trying to get my internet to work using an Arris Surfboard 2E69 modem-router combo ...

"2E69" does not appear to be a valid model number, or even close to any of the Arris models Comcast lists as approved for retail purchase, and Google doesn't seem to find it either. See https://www.xfinity.com/support/devices.

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.

(edited)

Visitor

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3 Messages

13 d ago

Whoops! I guess that’s the network name. The model is SBG10. My friend used it with Comcast only a year ago. 

Official Employee

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354 Messages

I'm sorry to hear that you're having trouble getting connected. 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 "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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BruceW

Gold Problem Solver

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24K Messages

13 d ago

... The model is SBG10 ...

In the link I gave above, Comcast states the SBG10 is approved for use with Internet plans "Up to 392 Mbps".

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.
flatlander3

Problem Solver

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536 Messages

13 d ago

Try calling 1-855-652-3446. That is their device activation line.


If that doesn't work for you, you can call 1-800-comcast and tell a rep that you would like to have a new modem provisioned for service. Have the RF / CM / HFC MAC address and the serial number of it handy when you call.

If your friend used it previously on the same network, you might have some issues getting the MAC removed, then reprovisioned.  Others have.  I'd advise against used equipment.

EG

Expert

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95.7K Messages

@flatlander3​ 

Gee. Doesn't that look familiar......

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
flatlander3

Problem Solver

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536 Messages

@EG   It should.  You didn't get to it, so there's a copy paste from one of yours.

(edited)

EG

Expert

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95.7K Messages

13 d ago

I'm flattered. But I don't consider stealing one's material verbatim to be proper netiquette.... I never did that and never will.

EG

Expert

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95.7K Messages

11 d ago

@user_5acd96 @XfinityDanielC 

Please circle back here and post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

EG

Expert

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95.7K Messages

6 d ago

@user_5acd96 

Glad you got it squared away ! Now closing your marked "Solved" topic.

(edited)

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