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underubb

@start.ca

DCM476 firmware

Where can I find the latest firmware for my DCM476 modem?

I just got the modem in the mail from Start but
It restarts every time I try to download something
I called Start and they said they would "look into it" but in the mean time I want to rule out the possibility that it's a problem with the old firmware.
It came with STAC.02.31 but it should be STAC.02.50
according to the internet:
»internet.wikia.com/wiki/Comparis···e_Modems

Modem Diagnostics:
Status Code: Operational
Software Version: STAC.02.31
Software Model: a81a
Bootloader: 2.3.1

Cable Signal Details
Forward Path:
Channel Frequency Power SNR BER Modulation
1 591.0 MHz 1.5 dBmV 39.4 dB 0.000 % 256 QAM
2 597.0 MHz 1.5 dBmV 39.4 dB 0.000 % 256 QAM
3 603.0 MHz 1.5 dBmV 39.4 dB 0.000 % 256 QAM
4 609.0 MHz 1.4 dBmV 39.4 dB 0.000 % 256 QAM
5 615.0 MHz 1.0 dBmV 39.4 dB 0.000 % 256 QAM
6 621.0 MHz 1.0 dBmV 39.4 dB 0.000 % 256 QAM
7 633.0 MHz 0.6 dBmV 38.6 dB 0.000 % 256 QAM
8 639.0 MHz 0.5 dBmV 38.6 dB 0.000 % 256 QAM
Return Path:
Channel ID Frequency Power Modulation
5 31.3 MHz 26.8 dBmV 16 QAM
6 25.3 MHz 26.8 dBmV 16 QAM
7 22.1 MHz 26.8 dBmV 16 QAM
8 38.6 MHz 26.8 dBmV 16 QAM
Data Service Details
Provisioned Address: Yes
Provisioned Time: Yes
Provisioned Configuration: Yes
Registered: Yes
BPI: Enabled

mlord

join:2006-11-05
Nepean, ON
kudos:13
Reviews:
·Start Communicat..
If you got it from Start.ca, then return it to them.
They shouldn't be selling or provisioning out-of-date modems.

If you are in the Ottawa area, you could instead bring it to me in Bells Corners for a $5 firmware update. Or take it to forum user Teddy Boom in Toronto ($10).

Edit: And yes, the old firmware behaves as you have observed.

Cheers


underubb

@start.ca
So what no one is giving out firmware because they can charge $ for it instead?

There seems to be no upload firmware option on the built in web server, so what is the upgrade path?(reset button? jtag?)

Also this looks not-good(tm):
ping -s 512 google.ca
PING google.ca (74.125.226.95): 512 data bytes
520 bytes from 74.125.226.95: icmp_seq=0 ttl=57 time=389.457 ms
520 bytes from 74.125.226.95: icmp_seq=1 ttl=57 time=188.036 ms
520 bytes from 74.125.226.95: icmp_seq=2 ttl=57 time=882.602 ms
520 bytes from 74.125.226.95: icmp_seq=3 ttl=57 time=134.503 ms
Request timeout for icmp_seq 4
520 bytes from 74.125.226.95: icmp_seq=4 ttl=57 time=1014.182 ms
520 bytes from 74.125.226.95: icmp_seq=5 ttl=57 time=341.019 ms
520 bytes from 74.125.226.95: icmp_seq=6 ttl=57 time=616.393 ms
520 bytes from 74.125.226.95: icmp_seq=7 ttl=57 time=1013.562 ms
520 bytes from 74.125.226.95: icmp_seq=8 ttl=57 time=282.371 ms
520 bytes from 74.125.226.95: icmp_seq=9 ttl=57 time=1015.724 ms
520 bytes from 74.125.226.95: icmp_seq=10 ttl=57 time=127.708 ms
520 bytes from 74.125.226.95: icmp_seq=11 ttl=57 time=1025.593 ms
520 bytes from 74.125.226.95: icmp_seq=12 ttl=57 time=969.029 ms
520 bytes from 74.125.226.95: icmp_seq=13 ttl=57 time=1117.825 ms
520 bytes from 74.125.226.95: icmp_seq=14 ttl=57 time=472.970 ms
520 bytes from 74.125.226.95: icmp_seq=15 ttl=57 time=164.752 ms
520 bytes from 74.125.226.95: icmp_seq=16 ttl=57 time=1661.113 ms
^C
--- google.ca ping statistics ---
18 packets transmitted, 17 packets received, 5.6% packet loss
round-trip min/avg/max/stddev = 127.708/671.579/1661.113/437.048 ms

mlord

join:2006-11-05
Nepean, ON
kudos:13
Reviews:
·Start Communicat..

Upgrading cable modem firmware
said by underubb :

So what no one is giving out firmware because they can charge $ for it instead?

It's not quite that simple.

The manufacturers and cable system operators make it rather tricky to modify the modem's firmware, because unscrupulous people might take advantage of the ability to get service for free, and/or to modify their own service profiles -- on Cable, the modem has more control of stuff like that than on DSL.

See here (covers DCM476 as well as DCM475):
»Upgrading Firmware on Thompson DCM475


rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23
reply to underubb
The modems we send should all have STAC.2.50 on them - can you PM me your account #? Thanks.


underubb

@teksavvy.com
reply to mlord
said by mlord:

...It's not quite that simple...

Thanks for the clarification and the image mlord.

wow I have a deep hate for systems trying to be closed, I understand how it simplifies support but it's the wrong way of doing things... sooner or later it will be like satellite TV; hacked open and then the providers won't be able to control the users... DSL has the right idea, implementing service profiles, etc on the server side.

Not sure which will happen first convince Start to replace the modem they just shipped to me, or dropping by Teddy's the next time I'm in TO... I guess the other less likely option is to convince someone to sell me some images and that hardware kit.

mlord

join:2006-11-05
Nepean, ON
kudos:13
Reviews:
·Start Communicat..
Oh, the images you can have for free, no problem. Ditto for the design of the rig and the firmware for the rig itself. But for one-time use, thus far the time/costs have proven prohibitive for nearly everyone except Teddy Boom and myself.

In this case, though, I'm sure Rocca (start.ca) will have someone send you a replacement modem ASAP.

Cheers


underubb

@teksavvy.com
reply to rocca
said by rocca:

The modems we send should all have STAC.2.50 on them - can you PM me your account #? Thanks.

Yes but clearly not.
I can't PM you because I'm not a "broadbandreports member" but you can surely talk to the only guy answering the support phone today and he will know all about me.
I asked the quite nice but quite "tear 1 support" to please send me a new modem with a prepaid envelope to return the broken one, 4 hours later they are still not sure what they will do...


rocca
Start.ca
Premium
join:2008-11-16
London, ON
kudos:23
Um, yes, clearly. I'm just trying to help, which I'm happy to do but this message seems to have quite an agenda. We do of course have more than one guy on support and unfortunately I don't have time to go around talking to every one of our agents asking who is dealing with an unusual firmware issue. I am generally able to take a peek at where things are in the process but without a customer name it's pretty hard. You're welcome to send it to rocca@start.ca if you prefer. For what it's worth, I just pulled a modem off the shelf and confirmed it's 2.50, so if you got one with 2.31 then it's come from the manufacturer like that and we're happy to replace, but again, without a name it's sort of hard.


underubb

@teksavvy.com
said by rocca:

...We do of course have more than one guy on support...

Sorry, every time I called it was the same guy so I was assuming there was only one.


underubb

@teksavvy.com
reply to rocca
said by rocca:

...rocca@start.ca...

Thanks, sent you an email with my Customer # and a copy of the invoice I was sent.

atticus18244

join:2011-10-21
Waterloo, ON

1 edit
reply to underubb
Hey quick unrelated question for you.

Which start package are you on?

We're on firmware 2.31 (works fine) but we're only getting 3 download channels and 1 return channel. I thought it was just the firmware but since you're running 2.31 and getting 8/4 channels that eliminates that theory.

We're on a 16/2 300GB package.


underubb

@teksavvy.com
atticus18244, I asked for the 25/2mbps,150GB ... the number of channels is likely due to the network in your area, if your not getting good speeds ask start.ca about it.

(regardless of whether the .31 firmware is at fault the modem is clearly the problem for me)

In 2 hours it will be one business day since they said they would send me a new modem, I'll probably wait another day and contact them if the tracking number is still not in the system.


underubb

@start.ca
reply to underubb
So I got the replacement modem in the mail but it was not provisioned so I had to call and email the MAC, a week late but it seems stable now. Looking forward to smooth sailing.