SURFboard SBG6580

[vicariok]

I just bought the Arris Surfboard SBG6580 and have been trying to setup my wifi for a few days! I followed all the instructions to setup my wifi name and password, however when I log on to my xfinity account it states:

We cannot display your network name and password because you are using an unsupported Xfinity or personal device.

However, before I made this purchase I made sure to check the list of compatible devices and it is indeed listed. Any help and advice is much appreciated. 

[Staceym00]

Same question. Same device. Says “cannot recognize this device. Call” When I call the assistant hangs up.

[CCAndrew · Accepted solution]

That’s how it’s supposed to work when you don’t use Comcast equipment. Your device is still compatible for internet service, you just won’t have access to certain advantages that come with using a Comcast gateway.

[vicariok]

Though it is listed as compatible for wifi, do I have to use xfinity equipment? 

[CCAndrew]

You don’t have to