Help from Xfinity Rep activating new modem

I am going to be upgrading to a new modem. I don't own a smartphone. I want to have someone from Xfinity available to help me activate it, since I won't be able to do it myself since I don't have the app. How do I have someone at Xfinity ready to help me?

The new modem is a ARRIS SURFboard Cable Modem SB8200, that I purchased from ARRIS. I guess the Xfinity representative helping me will need to communicate with me on my landline, since when I unplug the modem I am using now, I won't be able to use the internet until the new modem is activated.

Responses

Accepted Solution

EG

Expert

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110K Messages

2 years ago

Connect it to the coax line / outlet and power it up. Let it fully sync up with the system, and check that the front / top panel indicator light(s) are steadily lit.

Then connect a computer to it and open up a browser. You *may* see their *Walled Garden* modem self registration page. If so, follow the screen prompts. Have your mobile telephone number, your Xfinity username and password, or the account number and telephone number associated with your Comcast account handy.

If not, try calling 1-855-652-3446. That is their self-install 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.

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user_010396

Visitor

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9 Messages

Thank you very much for the many things to try! Is is really possible for a message to show up on my monitor when the new modem has not been activated yet?

2 years ago

0

XfinityGabriel

Official Employee

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2.2K Messages

It is our pleasure to serve you as a community, @user_010396! Thanks for patiently waiting for a response. Great question. Yes, it is possible. Here is also a great link to more details on how to activate a purchased modem. Please let me know if this helps.

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2 years ago

0

user_010396

Visitor

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9 Messages

@EG nothing worked. I did have to call Comcast customer service. Even that was difficult, because the automated system didn't want to put me through to a person. Eventually I got a person and it took him about 30 minutes to activate my modem.

2 years ago

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XfinityEricB

Official Employee

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2.1K Messages

Hello @user_010396. I would be happy to look into what is going on with your email at this time.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 years ago

0

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Help from Xfinity Rep activating new modem

EG

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