Visitor
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ARRIS Surfboard 7600AC2 not being assigned a public IPv4 address
I'm basically having the same issue as the question described here: https://forums.xfinity.com/conversations/your-home-network/arris-modem-doesnt-acquire-ipv4-via-dhcp/63f2539942546f76d9f2fdf0#. I've attempted numerous times to reprovision the modem with comcast technical support, as well as power cycle and factory reset the modem, but nothing has worked thus far. I'm really hoping I shouldn't have to throw away my almost $200 modem and go replace it. I've been using it for 2.5 years with Cox with absolutely 0 issues.
None of the tech that have come into my apartment have any clue, they're just assuming it's an issue with the modem itself. The user from that post ended up just purchasing a netgear router instead and solving his issue, but I'm having to at least get a different answer here.
Comcast is able to see my modem just fine, and report that the signal is fine as well, so I'm not entirely sure why my I'm only getting an IPv6 address and not an IPv4 one. I can view my modem in the app as well, and it reports that my device is working fine, and that I have internet.
CCTravis
Problem Solver
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546 Messages
2 years ago
Hey there, @vishiswoz. Thank You for taking the time to reach out to Xfinity Support, here on the Community Forum. I am sorry to read of your experience, to date. It sounds like you have done your due diligence to resolve the issue. As a consumer who uses my own equipment, I am not a fan of being told that my equipment is the issue, but sometimes that is the case.
Based on what you have described, and since you have had multiple technicians indicate that the modem is the issue, my next step would be to try another modem, maybe an Xfinity Gateway, to see if that resolves the issue. If the issue remains, it is certainly an Xfinity issue, if it resolves, then it is an issue with the modem itself.
Does that make sense?
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