Question

Unable to activate the modem with ISP, registered with other user - SB6190

  • 29 November 2023
  • 2 replies
  • 97 views
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Xfinity cannot connect w my surfboard modem. Says it already registered to another customer and I should return it to Arris. Suggestions?

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2 replies

plemans
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Suggestion 

  1. Try activating with xfinity’s app. Ensure you’re typing in the mac address correct. The rep’s aren’t always the best and I’ve ran into this before. 
  2. It might have been registered before. Usually you can still add it to a different account as long as its been removed. Maybe it was resold. Could always return it
Current setup: Netgear CM3000-->Netgear RBE973S-->2.5gig tp-link switch, Xfinity 1.4gig/240mbps
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Userlevel 5
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If you unable to activate the modem with internet service provider, you can try with self activation through Xfinity application.

Find the link below to self activate the modem:

https://www.xfinity.com/support/articles/xfinity-app-activation

SURFboard Community Moderator Team
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