Equipment (Modems,Gateways)
Modems, Gateways, and Networking Devices
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Comcast can't/won't activate my SB6141

Well we got Comcast Business Internet about a month ago.  Soon found out the DPC3939B did not play nice with our 3rd party VOIP system.  We also did not want to pay the rental fee for the modem.

 

So we purchased a SB6141 the other day and for two days straight I've called Comcast Business to activate it and have been told it's just not possible right now and they will have to open a ticket.  When I called back today I was told no ticket had been made on my account.  So we created another one.  I'm waiting on that now.

 

The last gentleman I spoke with said my account number was too long and his system couldn't activate a modem because of that.  The first guy I spoke with said we would have to return our current DPC3939B first, then activate the new modem.

 

Anyone have any advice on this?  I'd call them again but I know what answer I'm going to get.

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Trusted Forum Contributor

Re: Comcast can't/won't activate my SB6141

Not really sure; i've been running a phone-activated SB6141 for a number of months now, and activation wasn't a problem. Just keep trying calling in. Optionally, you could find Comcast_John or any other "Comcast_" named member here on this forum and private message them, with your account #, modem CM-MAC and serial number. Perhaps they could help you. I know when I activated mine, it was done immediately; there wasn't any kind of "ticket" that needed to be created.

 

Also, I have never heard of any kind policy that states that you must return a rental modem before you can activate a store-bought one. I especially have never heard of someone's "account number being too long" (LOL)

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Re: Comcast can't/won't activate my SB6141

 

Follow up,

 

Got an email from support this morning saying the modem has been activated.  It was but still had a "walled garden" that needed to be removed since our account number info and telephone number would not get through it.  

 

The tech on the phone was able to send a new bootfile to it and get everything working after a couple of tries.

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Trusted Forum Contributor

Re: Comcast can't/won't activate my SB6141

Not really sure; i've been running a phone-activated SB6141 for a number of months now, and activation wasn't a problem. Just keep trying calling in. Optionally, you could find Comcast_John or any other "Comcast_" named member here on this forum and private message them, with your account #, modem CM-MAC and serial number. Perhaps they could help you. I know when I activated mine, it was done immediately; there wasn't any kind of "ticket" that needed to be created.

 

Also, I have never heard of any kind policy that states that you must return a rental modem before you can activate a store-bought one. I especially have never heard of someone's "account number being too long" (LOL)

View solution in original post

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Re: Comcast can't/won't activate my SB6141

Thanks for the reply.  I know it sounds silly but that is what the business support line has told me.  I couldn't believe it.

 

I've changed modems in the past as well and never ever had an issue.   Comcast has been excellent to me in the past and I'm really shocked at how difficult this has become.  This is a business account and it is really making life difficult for us.

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Visitor

Re: Comcast can't/won't activate my SB6141

 

Follow up,

 

Got an email from support this morning saying the modem has been activated.  It was but still had a "walled garden" that needed to be removed since our account number info and telephone number would not get through it.  

 

The tech on the phone was able to send a new bootfile to it and get everything working after a couple of tries.

View solution in original post

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