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Initial setup for connectivity unsuccessful

lcalvo
Visitor

Initial setup for connectivity unsuccessful

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.

Community Manager
Community Manager

Re: Initial setup for connectivity unsuccessful

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. 

 

Thank you

 

lcalvo
Visitor

Re: Initial setup for connectivity unsuccessful

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 Smiley Happy

 

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.

Community Manager
Community Manager

Re: Initial setup for connectivity unsuccessful

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.

 

Thank You

lcalvo
Visitor

Re: Initial setup for connectivity unsuccessful

Thank you.  Working to swap out modem and try again.

Community Manager
Community Manager

Re: Initial setup for connectivity unsuccessful

Hi Lcalvo. Let us know if the new device is working for you.  

 

Thanks

lcalvo
Visitor

Re: Initial setup for connectivity unsuccessful

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.

Community Manager
Community Manager

Re: Initial setup for connectivity unsuccessful

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.