Visitor
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2 Messages
Third Arris Surfboard won't connect to internet.
Last saturday my Comcast / Xfinity connection died. I was using a gen 1 SB8200. The error code of the flashing lights suggested that the modem was borked, so no biggie, I just ordered a replacement one (to show up next day, and an S33 arriving a couple of days later).
The new SB8200 arrives, and when i plugged it in, i got the power light, then all four lights would blink green, then nothing. No connectivity. My router (Archer AX50) reported that there was no WAN connection present. Worked with Comcast to get this new router on my account but still nada. They sent out a tech who replaced cable from the pole to my house - still nothing. The S33 arrived and had the same problem. The tech sent someone to look at the TAP on the pole - there was some water damage but its fixed. Everyone else connected to that TAP is working. The tech came back the next day - replaced another section of cable, but I still wasn’t connected. They plugged in a Comcast modem and it connected and worked. Both my routers were refurbished - and I read that sometimes routers that have been used before can exist on someone else’s account in Comcast, so I worked with tech support to get that cleared and only have the modem on my account.Still the same.
I ordered a brand new Surboard SB8200v3 - that arrived today, still the same. I have one more cable model arriving today - not an Arris, just to test. If this doesn’t work i’m switching to Verizon.
NoNoBadPuppy
Problem Solver
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735 Messages
2 days ago
I gave up my 8200 about 3 years ago. It is too old to be updated to be efficient with today's signals. I loved that modem, but it was time to move on...suggest you do the same...
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XfinityMatthew
Official Employee
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1.6K Messages
6 hours ago
Hello @user_wouspc Normally when changing out the modem and this happens the issue is related to the correct modem not being listed as the primary somewhere on the account. We will want to double-check everything on the account to make sure it was all properly set up before troubleshooting further. Please send us a direct message with your full name and service address, and we can take a look.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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.
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EG
Expert
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117K Messages
6 hours ago
@user_wouspc @XfinityMatthew
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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