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Getting a second IP address for my SB8200 Modem

Frequent Visitor

Getting a second IP address for my SB8200 Modem

Hello, I've found SEVERAL other forums from people who have had the same issue I am facing. I want to get a Second IP address for my ARRIS SB8200 modem!!!! as of 09/10/2018 4:29pm Eastern Standard time I am presently still on the phone while typing this post up trying to find someone who can help me. I am on call with a Supervisor named Kelly from Level 2 Support, who initially told me this couldn't be done on my self-purchased modem, and then listed off a bunch of DOCSIS 3.0 Comcast provided modems that could. Well anyone with some networking background knows this is untrue, so far the only DOCSIS 3.1 modem I have found is the SB8200 with 2 Ethernet ports on the back that can be assigned 2 IP addresses. So I'm hoping someone from Comcast will reply and reach out to me here.

 

Yes

It is on my list of available services.

Checked here...

https://comcaststore.s3.amazonaws.com/prod/wk/urc/585bc84a5bcd10375b2cfa56/high_res/UN0000028_sik_hi...

 

I have gigabit "Blast" package service which is 1000dl/35ul.

 

PLEASE someone from Comcast reply and help me, I'm not even joking, I'm STILL on the phone and have been for about an hour, and "Kelly" is still on hold trying to get someone from tech support, which if they are truly technical they will know what I am asking for is possible, especially since there are at least 5 other threads here from people claiming to have had it done.

Expert

Re: Getting a second IP address for my SB8200 Modem

Are you still on the phone? If not, I could escalate this to a Comcast Specialist if you wish. 


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Frequent Visitor

Re: Getting a second IP address for my SB8200 Modem

Thank you, if you could escalate me that would be stellar! I got off the phone about 10 minutes ago. I got bounced from first call in support (Belle), then to "2nd" level support supervisor(Kelly), then to Billing (Rebecca who was the one who tried the hardest to help), and still no luck. Both level 1 and 2 ladies said Tech support said this was not something they have ever hear of, then backpeddled and claimed tech support said this was not available on personal purchased modems, and try to say that the xfinity wifi modem/routers did which anyone who is remotely technical knows only the SB8200 has this ability. PLEASE escalate me to someone who can help. My rate card shows it is available!

 

https://comcaststore.s3.amazonaws.com/prod/wk/urc/585bc84a5bcd10375b2cfa56/high_res/UN0000028_sik_hi...

 

 

Expert

Re: Getting a second IP address for my SB8200 Modem

OK, please check back soon as an offical employee will reply with instructions. 


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Frequent Visitor

Re: Getting a second IP address for my SB8200 Modem

Roger that! you have my gratitude!

Official Employee

Re: Getting a second IP address for my SB8200 Modem

Hello, DickyDck - 

 

I've responded to you in a PM. Please respond back to me there when you're available. Thanks!


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Expert

Re: Getting a second IP address for my SB8200 Modem

Hi @DickyDck

It's an unusual request. Typically as soon as you say "additional IP" the automatic response is that it can't be done or that you need Business Class. FWIW it can absolutely be done. You can have two residential dynamic IPs if it's available in your area. I'm in PA and I have a dual resi IP set-up. 


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

Re: Getting a second IP address for my SB8200 Modem

Thanks @Nerdburg, there are a lot of people here that claim to have had this done, and I don't doubt it at all. Just seems that there is a huge lack of communication and/or technical knowledge of networking among the lower 3 levels of Comcast Support. I myself work in I.T. as a systems engineer and I often have to remind myself that the support staff is only as good as the pay the company is willing to offer, and the typical outsourced scripted response staff really is underwhelming. One would also thing the technical support staff for Comcast would do a quick search on the official forum.xfinity.com site and find exactly what I was asking for. oh well, I hope Ally can get me squared away! Smiley Happy

Frequent Visitor

Re: Getting a second IP address for my SB8200 Modem

THANK YOU @ComcastAlly!!!! After a few Private Messages, I now have 2 IP addresses running through my "Self-Purchased" modem, one IP being assigned to each ethernet port coming out of my SB8200 modem. I'm hoping anybody else who is searching for the fix for the rather poor phone support, they will find this forum and hopefully the very qualified staff here on the forums can save them 2-4 hours worth of idiocracy at the phone based technical support.

Official Employee

Re: Getting a second IP address for my SB8200 Modem

Glad I was able to help, DickyDck! Feel free to reach out again here if you need further assistance in the future. 


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