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rakesh2
Contributor
Message 1 of 14

Secure Home internet Router not detecting Arris Surfboard device

Hi 

I just installed arris surfboard Wifi Modem/Router AC2350. It came with 3 years of McAfee secure home internet plan. When I try to enable this, it always gives me 'We can't find your secure home internet Router'. can you please help with this ?

 

13 Replies
krishna55
Moderator
Moderator
Message 2 of 14

Re: Secure Home internet Router not detecting Arris Surfboard device

Hi @rakesh2,

Greetings from McAfee.

We request you to get in touch from where you purchased the router so that they will configure it for you and after that activate the McAfee subsription.

Regards,

Krishnamanikandan KS

rakesh2
Contributor
Message 3 of 14

Re: Secure Home internet Router not detecting Arris Surfboard device

Hi @krishna55 

I bought this on amazon. I am not sure whom I should ask to configure. Can you elaborate what is the configuration that must be done ? 

krishna55
Moderator
Moderator
Message 4 of 14

Re: Secure Home internet Router not detecting Arris Surfboard device

Hi @rakesh2,

Greetings from McAfee.

You need to get in touch with your ISP and have the router configured. You can also read the knowledge article by clicking on the link below.

How to install Secure Home Platform

Regards,

Krishnamanikandan KS

rakesh2
Contributor
Message 5 of 14

Re: Secure Home internet Router not detecting Arris Surfboard device

Hi @krishna55 

I have modem/router already configured. I am already using Wifi. But still mcafee app still says it can't find the secure home internet router. 

krishna55
Moderator
Moderator
Message 6 of 14

Re: Secure Home internet Router not detecting Arris Surfboard device

Hi @rakesh2,

Greetings from McAfee.

Kindly provide the router serial number and model number number so that we will check and let you know of the status.

Regards,

Krishnamanikandan KS

 

rakesh2
Contributor
Message 7 of 14

Re: Secure Home internet Router not detecting Arris Surfboard device

@krishna55 

Model no : SBG7400AC2

Serial No : 99N3G2444301852

rakesh2
Contributor
Message 8 of 14

Re: Secure Home internet Router not detecting Arris Surfboard device

@krishna55 

Any update on checking status of modem/router ? 

krishna55
Moderator
Moderator
Message 9 of 14

Re: Secure Home internet Router not detecting Arris Surfboard device

Hi @rakesh2,

Greetings from McAfee.

Could you kindly check with your ISP and confirm whether the 3 year McAfee is enabled ? 

Regards,

Krishnamanikandan KS

rakesh2
Contributor
Message 10 of 14

Re: Secure Home internet Router not detecting Arris Surfboard device

Hi @krishna55 

Attached picture of modem/router specs. And ISP is Xfinity ( Comcast) . Let me know if you need more details. 

So should ISP enable McAfee home internet security ? 

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