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Issue with 2nd IP on Arris SB8200

Clyde67
New Poster

Issue with 2nd IP on Arris SB8200

Hello,

Back in March I added a second IP address to my service with my new Arris modem. It was a challenge when I called Comcast to get them to understand how to execute this, but eventually it worked and I have been using it successfully with two discrete routers for months.
It was a challenge when I called Comcast to get them to understand how to execute this, but eventually it worked and I have been using it successfully with two discrete routers for months.

Unfortunately today when I called regarding my billing something happened when they made a change to my account. Immediately upon ending the call with the associate in the billing department one of my routers stopped connecting to the Internet. I’ve restarted my modem as well as both routers. One of the routers currently is working perfect. If I unplug that one from the modem and plug it into the other ethernet port, it still works perfect. The second router is not working however if I unplug the first router, the second router will work. What this is telling me is that I have an inability to use the second IP address that I am paying for. I called into Comcast customer service and, very frustrated Immediately upon ending the call with the associate in the billing department one of my routers stopped connecting to the Internet. I’ve restarted my modem as well as both routers. One of the routers currently is working perfect. If I unplug that one from the modem and plug it into the other ethernet port, it still works perfect. The second router is not working however if I unplug the first router, the second router will work. What this is telling me is that I have an inability to use the second IP address that I am paying for. I called into Comcast customer service and, very frustratedly, got nowhere. They don’t seem to understand and cannot get it to work. The second IP is still showing on my account as active.

Do you have any tips on what I can do from here? Is there anything specific I can request of them to help them understand what’s really needed? A supervisor is supposed to call me back within two hours and I would love to be able to articulate to them what needs to happen.