2 Messages
My SBG10 cable model could not be activated by tech support
I recently purchased a brand new ARRIS SBG10 modem and wifi router combo unit. I tried to activate the modem with the app but it redirected me to tech support. I chat with agent and he said he couldn't find the MAC address, so he couldn't activate the modem, and suggested me to scan the bar code in a local store so that they can activate the modem. I went to local store and they said the mac and model doesn't match; they provided a tech support number, and suggested me to go back home and call the tech support. So I went back home and called the tech support. Again, same issue and this time the tech also suggested, the particular device maybe defective and I need to return it.
Again, I returned the modem to store and bought another brand new ARRIS SBG10 modem and router combo. I went back home and tried to activate the router with xfintiy tech support, they said they couldn't find the MAC and couldn't activate it. This time the operator said the particular model is not compatible with Xfinity. I checked xfinity compatible device list with my address and internet speed, SBG10 is listed.
Summary of the total experience:
1. The tech support of xfinity doesn't know what are they doing
2. Every time they fail to activate the modem, they try to push me to rent their modem instead
3. They couldn't activate the modem they suggested in their webpage, that's terrible.
JCGee
Not applicable
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11 Messages
1 year ago
The MAC and Serial number will be somewhere on the device itself. Just look at the bottom/back of the cable modem and you should see it. How they did not see if in the store is concerning.
I agree though, activation with this new mobile app is a terrible user experience. It took 2 hours to active a previous activated CM that I had using the app and tech support. Back when I initially activated it a few years ago, I just went to an activate URL and was up and running in less than 5min.
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User1742
1 Message
1 year ago
I'm having the same issue. I've been trying to resolve it for 2 days. Two days, two routers, one in store visit, 4 support chats.
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EG
Expert
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110.1K Messages
1 year ago
@User1742
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 6-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 someone else's older thread can delay getting help.
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