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Comcast turned my ARRIS SB8200 into a BRICK

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Frequent Visitor

Comcast turned my ARRIS SB8200 into a BRICK

My Sb8200 was working fine, albeit with a few occasional reboots required to reconnect to the internet. By simply unplugging the power cord and then reinserting for a reboot.

Yesterday Jan 15 2020 I could not get onto the internet. I rebooted the SB200 with the power  disconnect and reconnect!  STILL NO INTERNET!

Contacted xfinity support, and the Agent told me that the Cable modem was OFF LINE!!!

But it was not?? After many checks the modem was still not working properly and I still did not have internet. I remembered that I still had an older Motorola Cable Modem SB 6121 , asked the Agent to allow me to install it and gave her the Sb6121 mac address, Bingo the internet was back .

Since I had spent over $100 for the SB8200 I contacted ARRIS the manufacturer. The Agent politely when thru a series of questions, and then asked me if my ISP was comcast , I  told the agent yes I was, he told me that this morning many many Comcast SB8200 were also experiencing the same issue.. He told me to power up the Sb8200 and then to find the RESET pin hole on the back of the unit which will reset the unit to factory specs. The cable modem was reset, I then called back xfininty support and got them to put in the Prior SB8200 mac address. After a few test the agent indicated that the modem was still showing not on line. SO i had to reinstall my SB6121. which then worked as it should.  

Called back ARRIS and was told that they are writing for XFINITY.Comcast to resolve an issue allowing the SB8200 to work as it should!!

Arris would not supply a replacement or attempt a repair until Comcast resolved the issue allowing the SB8200 to work!!!!

So, I am writing this so others may be aware of the ARRIS SB8200 issue. 

 

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New Poster

Re: Comcast turned my ARRIS SB8200 into a BRICK

I had the same issue and contacted Arris multipple times and a pro tip is if you log into your modem through a browser. typically its http://192.168.0.1 and you check the status of the modem everything checks out good. If you scroll down to the upstream channels if the power dBm value is not between 45-51dBm this means that the comcast signal coming into your home is the issue and therefore its a comcast issue. Turns out mine was about 39-40 which meant the signal coming in was bad. I checked this morning and its back in normal range. So it seems like they fixed the issue last night. Good tip for troubleshooting to see if its your modem or Comcast

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Expert

Re: Comcast turned my ARRIS SB8200 into a BRICK

 wrote:

I had the same issue and contacted Arris multipple times and a pro tip is if you log into your modem through a browser. typically its http://192.168.0.1 

That's only for routers, not straight cable modems like the 8200. It's http://192.168.100.1 for cable modems.


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Regular Contributor

Re: Comcast turned my ARRIS SB8200 into a BRICK

I want to know why they do not roll back to a previous release of the firmware?   

 

Good engineering practices allow for mistakes and have recovery plans.   Most of the time you back out the changes you made and roll back to the last known working firmware/configuration/whatever, then go back to the lab and figure out what you did wrong.    I'd like to hear from Comcast why we're still experiencing this problem.    Why have they not rolled back to a known working firmware/configuration?   Perhaps this is intentional sabotage disguised as poor engineering practices? 

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Regular Contributor

Re: Comcast turned my ARRIS SB8200 into a BRICK

I did a little digging.   May I suggest you post your experience here:  https://support.xfinity.com/svp-contact-form