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The following info provides how to Contact Comcast & the proper procedure to Bridge an Arris Gateway Modem: 

Comcast Support: 1-800-XFINITY (1-800-934-6489) 

If you can't get through after calling Comcast Support, try these methods: 

»Comcast Direct

»twitter.com/comcastcares

For anyone who is having trouble with the gateway after calling gateway support you need to have them verify the modem is in full bridge mode. For the Arris devices bridge mode can be enabled in 2 ways. There is a 1 button GUI click method, and there is a way for them to log into the modem management page to enable the bridge mode. Not the Xfinity management page by the way. So if you call in to have it bridged and your WiFi light is still on after that, they have done it wrong.

You need to have them go into the Arris management page and then go to Advanced (requires password of the day) --> MSO features --> then

Bridge Mode -- Enabled
Wifi - Disable
LAN DHCP - Disable

Then have them reset the modem. If they don't follow those specific steps chances are your modem isn't fully in bridge mode and you may continue to have problems.

Thanks to EG See Profile

*This FAQ is based on user knowledge from a volunteer core of BroadbandReports' members. This FAQ in no way constitutes official information from Comcast or any of its affiliates.


Feedback received on this FAQ entry:
  • when calling in you can ask the CAE who answers the phone if they have access to grandslam. Most of them should since they use this tool to look at the modem and also create the truck roll if needed. Under the HSI tab is a menu called Dory/Gateway. They should select that then go to the General settings tab. This is where the option to put the device into Bridged mode. When they do this, it will present them with a warning that it will deactivate the wireless portion. That should confirm that they are doing it correctly. Again most of the CAE's should have access to this tool, but they may have never had to do this before. It should save some time on them contacting a supervisor how to do it.

    2013-07-13 20:02:29 (rendrenner See Profile)



Expand got feedback?

by Johkal See Profile
last modified: 2013-09-15 07:22:32