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user_5597bc
20th Anniversary celebration
1st Topic

Visitor

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2 Messages

Monday, August 5th, 2024 5:33 PM

I am online, but get "We can't connect to your device"

I bought an Arris SB8200 modem activated it couple days ago. My connection seems to be fine, but the devices page says

We can't connect to your device

On the other hand, the status page says

Everything looks good!

and "connected".

Is this a sign of a potential future problem? Or is it Xfinity's internal problem that will not affect my service?

Question

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Updated 

3 months ago

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XfinityEricB

Official Employee

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1.7K Messages

4 months ago

 

user_5597bc Thanks for reaching out with your great question. I would be happy to look into why it says we can't connect to your device but shows all good. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

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user_5597bc

Visitor

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2 Messages

Update: An Xfinity employee on this forum observed that I have only one upstream channel and it has a low SNR. A tech came to my house, did not find any problems inside, and replaced a "filter" (his term) on the pole going to my house. He changed the filter and claimed that my problem is fixed. He also claimed that I had an old filter, the equipment on Xfinity side has been upgraded but my filter was not.

Looking at the modem log, I can see that I now have a four upstream channels, the number of log errors is in single digits a day instead of in the hundreds, and the modem connects much faster after a reboot. I also have not noticed any hiccups during WIFI calls I used to have. However, the Xfinity "devices" page (https://customer.xfinity.com/#/devices#usage) still claims "we're having trouble finding a signal".

After investing a lot of time on a problem that was on Xfinity side, I am reluctant to invest even more time. I am assuming that my service is fine and the problem is on the Xfinity diagnostic side.

I wonder if anybody else sees the same problem.

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3 months ago

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