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Can't connect to Internet with Arris SB6190 after dropping cable

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Frequent Visitor

Can't connect to Internet with Arris SB6190 after dropping cable

Too long of a story, but I finally decided to cut the cable and go streaming only.  After returning home after dropping off the TV boxes, I could not connect to the internet with my SB6190 that had been working perfectly.  I spent an hour with tech support (check connections, restart, reset...) and then had a service tech come out.  He could get internet with an Xfinity modem.  So, I bought a new SB6190 from Best Buy.  Exact same response, no connection to the internet.  I called Arris and they said it was a Comcast issue (very coincidental that it stopped after they changed my plan).  Spent another hour this morning with tech support, then had a service tech out again.  I ended up getting an Xfinity modem for the near term, to just get back in service.  I can't help but think something happened on the Comcast side from changing my plan from TV/Internet to Internet only.  I even took the modem to the box on the house to take all internal wiring potential out of the equation.  Same results.  Has anyone else had a similar issue?  I don't want to rent a modem from Comcast from now on.

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Diamond Problem Solver

Re: Can't connect to Internet with Arris SB6190 after dropping cable

Escalated up to make sure proper rate codes are on your account, since it was working fine until you made account changes

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Official Employee

Re: Can't connect to Internet with Arris SB6190 after dropping cable

Greetings, @sekod! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day. I apologize to hear of the issues you are running into with your own modem. That's certainly frustrating and sounds like there might be something else going on in the background. I would like to have a look into this for you. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


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Frequent Visitor

Re: Can't connect to Internet with Arris SB6190 after dropping cable

I'm not ready to change modems yet until I figure out what the problem was.  I spent too much time getting internet back up and going.

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Official Employee

Re: Can't connect to Internet with Arris SB6190 after dropping cable

I certainly understand where you are coming from. I won't be able to see what could have been the issue until we have the other modem back onto the account. When you are ready to make that switch please let us know and we can make the changes on the account and try to get your own modem up and running.


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