Unable to activate either Motorola MB8600 or Arris SB8200 modems
I currently use an Arris SB6190 modem which works fine and delivers over 200 mbps.
I purchased an Arris SB8200 and attempted to activate it through the Xfinity app. I followed the process on the app and eventually the response was that it could not detect my modem.
I repeated this process several times with the same results. I contacted Arris support, repeated the process, and got the same result. Among other steps Arris suggested restarting the modem and doing a reset. None of their suggestions got different results.
I returned the Arris and purchased a Motorola MB8600 which I attempted to activate. I followed the process on the app and repeated it several times. I received the same response indicating that a signal could not be detected related to the modem I was attempting to activate. I also did a reset of this modem with the same results.
Initially I wondered if the Arris modem was defective since the activation was unsuccessful. However, since the Motorola is not activating either, I am wondering if there is a different issue preventing activation of both the Arris SB8200 and the Motorola MB8600. Keep in mind, when I immediately return to using my old Arris SB6190 modem, everything works fine.
What can I do to get the new modem activated? Thank you.