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New Arris SB6183 and New Comcast Account - No Internet

mudpuddle
Frequent Visitor

New Arris SB6183 and New Comcast Account - No Internet

My daughter-in-law just signed on with Comcast - has a new Arris modem model # SB6183 and a TP Link Router. Everything appears good except for the modem getting signal. Since speaking with someone at Comcast is next to impossible...and our local office has been shut down....is there anyway to get this resolved without a comcast guy showing up to look at it with a $70 charge? And yes, we have powered the modem on and off approximately 8 times today, disconnected the router, have router signal to the Roku tv....etc, etc.

CCAndrew
Diamond Problem Solver

Re: New Arris SB6183 and New Comcast Account - No Internet

Have you backtracked with the coax and see if it’s actually attached to something or if yes what is it attached to? If it needs a tech out, it’s a service charge.

I am a Retired Official Comcast Employee
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mudpuddle
Frequent Visitor

Re: New Arris SB6183 and New Comcast Account - No Internet

It's in a 4 unit apartment building. The cable wire into the apartment seems good, but I can't be sure that it's connected at the pole. In the good ole days you could actually speak to someone on the phone that could verify signal to the unit.

CCAndrew
Diamond Problem Solver

Re: New Arris SB6183 and New Comcast Account - No Internet

You’ve already verified there’s no signal, customer service is only going to agree with you because they won’t be able to see it on their end. If your modem hasn’t locked in and able to be activated, chances are pretty good the apartment didn’t have Comcast service before and needs attached at the apartment building or pole. Still need a tech out

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mudpuddle
Frequent Visitor

Re: New Arris SB6183 and New Comcast Account - No Internet

More than likely you are correct. I know in the past, some (approved) modems I've had weren't recognized immediately, and the customer service folks did something on their end (over the phone while I gave them some info) to get them going. Hopefully, it's just a pole connection reattachment...this apartment has apparently had service in the past...Comcast is the only provider in town, so it was never a competitor's hook-up.

CCAndrew
Diamond Problem Solver

Re: New Arris SB6183 and New Comcast Account - No Internet

You could always scout around the apartment building and see what you have access to, maybe luck out and see a cable with an apartment number.

I am a Retired Official Comcast Employee
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