Regular Visitor
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3 Messages
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.
Accepted Solution
EG
Expert
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106.9K Messages
4 years ago
Give this automated device activation line a shot: 1-855-652-3446. Even if the automation fails, you then get connected to an advanced repair representative rather than a tier 1 phone rep. Good luck !
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WilsonDiamond
Regular Visitor
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3 Messages
4 years ago
I used the above phone number which prompted an automated activation that failed as EG predicted. Although the menu related to the above Comcast phone number does not offer a choice to speak to a tech person, that is what I verbally requested. A Comcast tech person immediately came on the phone, and I requested a modem activation. The tech directed my steps, but none of them were different from the steps I had taken during the original activation attempts on the phone app. However, the tech went through her process on her end, and my modem was successfully activated. I never did anything that I had not done before on failed activation attempts, and the tech never seemed to encounter any difficulties on her end of the activation process. Although I have successfully activated a modem through the phone app previously, the lesson I have learned is that it is sometimes necessary for a tech to get involved in the activation of a modem. Additionally, I am now convinced that the Arris modem that I returned was not defective. Thank you, EG, for your advice that led to the activation of my modem.
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EG
Expert
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106.9K Messages
4 years ago
Hmmm.... Things should never be this complicated with any company...... Glad that it got straightened out. Happy surfing !
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WilsonDiamond
Regular Visitor
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3 Messages
4 years ago
Thank you.
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EG
Expert
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106.9K Messages
4 years ago
My pleasure ! Now closing your topic.
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