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user_xzbxqs
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Saturday, February 22nd, 2025 12:30 AM

Surf board sbg10 not connecting to Internet

Got a second hand sbg10 surf board modem/router from family but I can't get it to connect to the Internet. It seems that it is getting it but that I need to activate it but whenever I use the Xfinity app it after a while  it times out and says it can't connect to the modem. 

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Updated 

2 months ago

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EG

Expert

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109.8K Messages

2 months ago

Is the "Online" indicator light lit steadily ? If so, 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 modem activated / provisioned for service. Have the RF / CM / HFC MAC address and the serial number of it handy when you call.

(edited)

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user_xzbxqs

2 Messages

@EG​ I did both of those suggestions was on the phone for 2 hours with a rep. They said we should be getting connections and that the previous occupants had no problems. Tried two different cox ports and cords all the light are on but a can't get a single. At this point I'm assuming there's a problem with the modem 

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2 months ago

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XfinityDilary

Official Employee

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2.1K Messages

 

Thanks for escalating the issue, @EG. We can continue from here. user_xzbxqs, Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

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2 months ago

EG

Expert

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109.8K Messages

My pleasure @XfinityDilary​ !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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2 months ago

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EG

Expert

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109.8K Messages

2 months ago

@user_xzbxqs 

I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards to assist you. You should get a reply here in your topic. Good luck !

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