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New modem and router, sb8200, xfinity unable to locate modem or activate

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Frequent Visitor

New modem and router, sb8200, xfinity unable to locate modem or activate

I just purchased a new modem and router and I'm still having the same issue. Ever since roughly 2 months ago xfinity has been unable to locate any modem on my account, the internet will work but it shows "modem not connected.

Today I get my new modem arris surfboard sb8200 and router, same issue.

 

 

Edit: Uploaded up/down info

 

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Frequent Visitor

Re: New modem and router, sb8200, xfinity unable to locate modem or activate

Same issue today, I've tried rebooting, factory reset everything, nothing has changed. Is this a tech visit that needs to happen something that needs to be done on Comcasts side?
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Frequent Visitor

Re: New modem and router, sb8200, xfinity unable to locate modem or activate

Just noticed it can't even find my TV box, I just have one, and TV works just fine. Something really needs to be done, it's like it won't release my old modem information at all, and I can't activate any new modem either, but I can plug in my old one and it works just fine, albeit random disconnects.
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Frequent Visitor

Re: New modem and router, sb8200, xfinity unable to locate modem or activate

Well, spoke with an agent tonight and they reprovisioned the old modem, but it still says "we can't connect to your device"


I'm at a loss here.