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Sub2
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1st Kudo

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12 Messages

Tue, Oct 13, 2020 8:00 PM

New modem and router, sb8200, xfinity unable to locate modem or activate

I just purchased a new modem and router and I'm still having the same issue. Ever since roughly 2 months ago xfinity has been unable to locate any modem on my account, the internet will work but it shows "modem not connected.

Today I get my new modem arris surfboard sb8200 and router, same issue.

 

 

Edit: Uploaded up/down info

 

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Sub2

Frequent Visitor

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12 Messages

7 m ago

Same issue today, I've tried rebooting, factory reset everything, nothing has changed. Is this a tech visit that needs to happen something that needs to be done on Comcasts side?
Sub2

Frequent Visitor

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12 Messages

7 m ago

Just noticed it can't even find my TV box, I just have one, and TV works just fine. Something really needs to be done, it's like it won't release my old modem information at all, and I can't activate any new modem either, but I can plug in my old one and it works just fine, albeit random disconnects.
Sub2

Frequent Visitor

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12 Messages

7 m ago

Well, spoke with an agent tonight and they reprovisioned the old modem, but it still says "we can't connect to your device"


I'm at a loss here.

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