Regular Visitor
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7 Messages
Brand new Arris SBG10 Gateway cannot connect to Comcast Internet
I'm trying to replace my Arris SBG6580 Gateway with a new Arris SBG10. I have called Comcast customer support and used the Xfinity app to register the new gateway. I have correctly added the MAC Address for the new gateway. After 11 minutes the app times out and will not accept the new gateway. I don't remember the message but it just states not found or something like that. I have tried this a number of times.
I then use the Xfinity app to reinstall my old SBG6580 gateway and that works fine without any issues. I am pretty confident that there is nothing wrong with the new SBG10 and my internet works fine with my old gateway.
It appears to me that somehow Comcast is not accepting the MAC address of the new Arris SBG10 gateway. I have tried the app several times in my home and also at a friends home with the same poor results. Is the MAC address of the new gateway not being accepted by Comcast for some reason? Please help.
EG
Expert
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107.8K Messages
3 years ago
What did the customer support rep say to you on the phone when you called in ? Is it brand new out of the original manufacturer's packaging ?
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EG
Expert
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107.8K Messages
3 years ago
That's typically what happens.. FWIW, one should be careful if buying used modems. Many times they wind up being listed in Comcast's database as having been stolen / unreturned (even if they're not) and they won't provision them for service. To be safe, buy only brand new modems in their original packaging from reputable retailers.
Would you like me to escalate this to the Comcast corporate employees that are available to these boards ? They may be able to get it provisioned / activated for you.
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user_86db1d
Visitor
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13 Messages
2 years ago
Yes, I have same issue. I used my arris surfboard SBG10 modem & router for 2 months in another location. Tried to replace my rented Comcast/Xfinity modem with the surfboard. 3 hours later…they could not provision it.
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EG
Expert
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107.8K Messages
2 years ago
@user_86db1d
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 4-month-old dead 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 an old thread can delay getting help.
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