Arris SVG2482AC not able to get internet connection

Currently rent ARRIS TG1682G from Xfinity for internet, mobile and newly added voice/landline.

As my only income is Social Security, I purchased an Arris SVG2482AC to save $15/mo rental fee.

Unit IS listed as compatible by Xfinity and voice enabled. After spending 4 hours, Internet was not connecting to server. I called both Xfinity and Surfboard & got conflicting info on which MAC address to use for activation. I finally gave up and spent another hour on the phone with Xfinity to reconnect the rental modem. Very disheartened and disappointed by the whole experience.

Responses

XfinityAldrik

Official Employee

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2.1K Messages

2 years ago

Thank you for reaching out to us @user_f37df2! We regret to hear it was not an easy process to get the new modem activated, our team would love to assist you with setting up the new modem you purchased. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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/3KQF8q9 for an example.

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user_f37df2

Visitor

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2 Messages

I did that and this is the “response” I received:

Thank you for reaching out to us! Please be minded that sending unsolicited peer to peer chat messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines Per those guidelines, continued violations could be subject to a revocation of your Xfinity Forum privileges. We never want to get to that point with any user, so we recommend reviewing those guidelines thoroughly. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference, but I look forward to further assisting you. Then I was instructed to click a link, which was how to choose an Xfinity plan. Completely useless!

2 years ago

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user_f37df2

Arris SVG2482AC not able to get internet connection

XfinityAldrik

user_f37df2

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