My New Arris SURF(brick)board

Dear Comcast,

I decided it would be nice to upgrade my cable modem. Firing up Google search I typed "comcast supported modems"

That brought me to here which took me to here.

Unfortunately, when I talked with support that's when the sad news came, the Arris SBG6782-AC "supported" SURFboard modem is a fine print "almost" supported modem. I have Static IPs. This problem became not only mine but several others on the support forums.

Please present this information on your supported device page. It would be most helpful if the reason why something is not currently supported is mentioned, such as Static IP, so the consumer can take the matter up with the manufacture.

Responses

VBSSP-RICH

Advocate

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1.4K Messages

9 years ago

Hello rdeeming and welcome,

I am sorry there was some confusion as to usage of the http:/mydeviceinfo.comcast.net supported business modems. If you are a business class customer, it is necessary for you to drag the Business Speed Tiers blue ball to your current internet speed and then it will display the business class specific supported modems for Customer Owned Modems (COMs). Lastly, Comcast does not support any Comcast Static IPs on any COM.

Hope this helps you out.

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rdeeming

Visitor

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3 Messages

9 years ago

It would be much appreciated if Comcast would make an effort to support Business class COMs.

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CC_John

Retired Employee

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1.9K Messages

9 years ago

Hi rdeeming. I have updated the Product Management Team with your request.

Thank You

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rdeeming

Visitor

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3 Messages

9 years ago

I'm wondering how the product team response going. I got a response from Arris preatty quick and they say it's fully capable of handling this. It did not sound too complicated to do.

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train_wreck

Gold Problem solver

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610 Messages

9 years ago

So just my opinion, but...

I don't see Comcast changing their static IP policy anytime soon. Not because it's not technically possible (as you've got confirmation from Arris, it would be trivial). Rather, I think it's because of a support standpoint. Comcast would rather lease you a device that they own & control, rather than have to support potentially numerous retail devices that are partially owned by the customer but supported by Comcast. It's almost a legal liability kind of thing. Comcast has a select few devices that they know to be consistent in hardware and firmware, and they provision only these with their static IP implementation. Not saying I agree with that, it's just what I feel is the reasoning behind the decision.

Now I can talk all day about the numerous bugs & problems that I have encountered on these leased devices 😉

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