Why can't I connect to the internet?

Episode 1534 (21:42)

Mark from Grand Rapids, MI
Arris Surfboard Modem

Mark cut the cord and was saving $120 a month. He put up an antenna for live TV, but he was having issues with reception, so he went back to Comcast with a two year deal. He now thinks me made a mistake. He has an Arris Surfboard modem that won't activate. Leo says Mark needs to call the service rep and tell them the modem isn't activating.

Leo suspects that there's some sort of anti-piracy measure getting in the way, and it probably has to do with his MAC address. But since Comcast wants to roll a truck, that leads Leo to suspect there's a physical connection issue. So at this point, Comcast has to fix it.