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Just bought a used SB8200 on eBay from a reputable seller.  I tried to provision it with my Wow ISP via a phone conversation.  The rep said that there is an error “equipment must be in a special status to add it”.  She said it was locked.  I did a factory reset.  Connected it directly to a laptop without internet and logged into the modem.  I was able to change the default password to a new one.  Tried to provision again by swapping it with my old SB6183 and calling the ISP.  Same error.  While trying to provision, I can access the modem web page through my router but the username and password doesn’t work.  As soon as I take it off the cable and router and connect to my laptop directly, the username and password I created works. When putting my system back to the SB6183, they had to re-provision it to make it work (proving they removed that modem while trying to provision the SB8200).

We have verified the MAC address multiple times.

 

Is there anything I can do on my end or tell Wow what they need to do to get this modem working?

The current software version is shown as AB01.02.053.01_112320_193.0A.NSH

Hello TimTech

                         Accessing  modem interface for cable modem is possible only on direct connection without router, Because router blocks modem IP that will not allow you in. To activate SB8200, First you need to deactivate SB6183 from your Internet Service provider and then you can activate SB8200 or else you can try self activating the modem using your ISP Application or accessing ISP Website.

Thank you for your reply.  To be clear, I factory reset the modem.  Disconnected my modem, called my ISP, they removed my old SB6183 modem from their system, tried to add the SB8200 via my doubly confirmed MAC address.  All the lights were on on my SB8200 and the send light was blue. However, they said that they could not provision it due to an error stating “equipment must be in a special status to add it” and it was locked. I then swapped back to the SB6183 had the ISP re-provision that one, my outside internet address changed, and I was back in business.  I repeated this process again another time with another rep and received the same results.

BTW, I can access my working SB6183 modem interface while it is connected to my router via my phone or desktop that are connected to my LAN via Wi-Fi since it is on modem ip address.  However, that is beside the point.

I called ARRIS today and they said to put a paperclip in the reset hole for 30 seconds. - that is all the consumer can do. Since that procedure is just a factory reset and I have already done that, I guess this new to me hardware is toast and will be returned.

Sorry for the bad experience , we understand that the new modem sb8200 is not working , currently you’re old modem sb6183 is connected to the internet .

Could you let us know the IPV4 address after connecting the modem directly to the computer ? so it will be easy for us to know if the issue is with the modem .

Thanks for trying to help.
However, I have returned the SB8200.


 

 

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