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gsdoes

@comcast.net

[Connectivity] Comcast & Getting Your Own Cable Modem...

I have Comcast/Xfinity blast and bought a Motorola SURFboard SBC6580 and been experiencing intermittent delays (logs show a lot of T3 & T4 timeouts), disconnects, and frequent reboots.

After checking around I noticed users mentioning to get the latest firmware update. When I checked with Motorola, they passed me on to my ISP.

So when I checked with Comcast, I was told that since I purchased this from a third party, I have to check with them however I can rent one of their modems and see if this resolves the problem.

Now from the above, it is clear that Comcast feels no need to release an updated firmware when they prefer you to rent a modem and squeeze an additional $/month out of your pocket.

My question: is Comcast on purpose not willing to provide firmware updates to move you to their modem rentals?

-Glenn


owlyn
Premium,MVM
join:2004-06-05
Newtown, PA
Reviews:
·Comcast
Comcast is not in the business of updating firmware for modems it did not provide, nor should it be. Search around here- IIRC, that is one of the modems that others have reported having problems with. I think the "fix" was a slightly different model number. Not sure...


graysonf
Premium,MVM
join:1999-07-16
Fort Lauderdale, FL
kudos:2
Reviews:
·Comcast
reply to gsdoes
I bought my own Zoom 5431J modem from BestBuy to avoid having to rent one from Comcast.

Comcast has pushed updated firmware to it since I got it.

Now from the above, it is clear that you have come to a wrong conclusion, at least the part about trying to squeeze additional money from my pocket.

Is your exact model of modem one that Comcast has supplied in the past and supported? If not, why would they have firmware updates for it?

voiptalk

join:2010-04-10
Gainesville, VA
reply to owlyn
said by owlyn:

Comcast is not in the business of updating firmware for modems it did not provide, nor should it be.

Huh?! Modems of a given model get the same firmware updates regardless if it's Comcast supplied or customer owned.


EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:10

1 recommendation

reply to owlyn
said by owlyn:

Comcast is not in the business of updating firmware for modems it did not provide,

If it is a gateway device they are responsible to update both the modem and the router components..


tshirt
Premium
join:2004-07-11
Snohomish, WA
kudos:5
Reviews:
·Comcast
reply to gsdoes
The 6580 is a supported device, and if you leave it connected to a properly installed comcast cable with signals in normal range it will update when new firmware is available in your area. »mydeviceinfo.comcast.net/stage/d···evid=268

Usually one or more areas may receive firmware updates first as a usability test, however no one will push firmware out of area.
You'll just have to wait until your area is updated.
This is ONE of the MANY disadvantages of All-in-one/gateway devices, one part cannot be updated/replaced on it own.

Contrary to common conspirisy theories modem rental is not a cash cow for comcast or most other CATV/HSI providers, but priced just high enough to be sure it doesn't cost them money.


camper
Premium
join:2010-03-21
Bethel, CT
kudos:1
Reviews:
·Comcast
reply to owlyn
said by owlyn:

Comcast is not in the business of updating firmware for modems it did not provide, nor should it be.

 

That's odd.

Comcast has been updating my modems (purchased on amazon.com) for a few years. Before I bought the modems, I did make sure the model was on Comcast's supported list.....

neufuse

join:2006-12-06
James Creek, PA
reply to owlyn
uh... If Comcast supports the modem (on their approved list) they also do the firmware upgrades for them if one is needed or available that doesn't hurt their network... not just their provided modems... if they support it, they update it


owlyn
Premium,MVM
join:2004-06-05
Newtown, PA
Reviews:
·Comcast
reply to owlyn
Sorry, I should have been clearer. Comcast provides firmware updates, but it is not a direct part of their business (as it would be for modem manufacturers). They may provide an update for your particular modem, but you really can't be PO'ed if they don't. Also, in my opinion, they should not be creating and pushing these updates, but instead should work with the modem manufacturers and have them release the updates. What happens if a Comcast-pushed firmware updates bricks the modem you own, not rent? I can only imagine the finger pointing when you call Comcast to complain. Anyway- this is just my view of it.

hardly
Premium
join:2004-02-10
USA
reply to owlyn
How does your view respond to this post?

»Re: SB6141 Firmware Update?


owlyn
Premium,MVM
join:2004-06-05
Newtown, PA
Reviews:
·Comcast
Well, being that it is the DOCSIS standard, I guess that's just the way it is. Does the spec say anything about the ISP being responsible if the modem gets bricked? I can imagine calling Comcast with, "Your latest firmware broke my modem." Considering even the simplest problems can take multiple calls and escalations to resolve, I'd hate to be the complaining party on that call. But, hey, I lease my modem (eMTA), so my path is clear. And I haven't heard of anything like that happening yet, but give them enough time and enough modem models...

andyross
Premium,MVM
join:2003-05-04
Schaumburg, IL
reply to gsdoes
said by gsdoes :

I have Comcast/Xfinity blast and bought a Motorola SURFboard SBC6580 and been experiencing intermittent delays (logs show a lot of T3 & T4 timeouts), disconnects, and frequent reboots.

Can you post your signal levels and logs?

voiptalk

join:2010-04-10
Gainesville, VA
reply to owlyn
"Whether a cable modem, gateway/router, voice capable modem or other device is owned by you or us, we have the unrestricted right, but not the obligation, to upgrade or change the firmware in these devices remotely or on the Premises at any time that we determine it necessary or desirable in order to provide Service(s) to you in accordance with our specifications and requirements."

»www.comcast.com/Corporate/Custom···ent.html