New account. Initial connectivity with Motorola SBG6580 SURFboard DOCSIS 3.0 Gateway Wireless Cable Modem redirected for Xfinity TV cable box setup. Unable to gain internet access despite walking through TV setup process. Phone call was placed to service to advise of modem attachment and need for connectivity. Next steps sought.
Welcome Lcalvo. The Xfinity TV cable services are part of the residential service package. Here is contact number for residential internet self-install.
XFINITY Internet and XFINITY Voice - 1-800-931-0790
You will need your account number or the initial order number and the RF MAC address of the device that you wish added to your account.
Here is the Link for our residential forum.
Thanks for the response. Much appreciated.
I wish it was a residence account considering the rate differences but its not.. Strange how TV was bundled with zero value by sales, not to mention network redirect
Spoke with 1st level Business Class support. He's able to see the modem. He suggests its a DNS issue on the modem. Need to make a trip on site to resolve. re: Ticket #cr310955825.
Lcalvo, On the original post you stated that you were setting up an account " with Motorola SBG6580 SURFboard DOCSIS 3.0 Gateway Wireless Cable Modem". That particular device is only approved for residential services. The Motorola SB6120 & SB6121 are approved for Business Services. The complete list of approved devices can be found at mydeviceinfo.comcast.net/ under the Business Tiers column click standard connect for the complete Business list. Please let us know if you are still unable to connect or need further assistance.
Swapped out the modem and no luck.
I did get a hold of support and troubleshooted. The resolution was that there was already a gateway installed which we tracked down by mac address. Apparently miscommunication on what was required to establish service and what was provided.
Up and running. Thanks.
Great to hear Icalvo!
Thank you also for sharing your knowledge on this issue and please feel free post any concern of inquiry to this community forum.