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ComcastVic
Comcast Vic
Premium,VIP
join:2013-01-16
Philadelphia, PA

2 recommendations

[Wi-Fi] Xbox 360s Wi-fi issues with Arris TG862/TG852

Issue: Xbox 360s with firmware versions 2.X, are sometimes unable to join a wireless network hosted by the Arris TG862/TG852 Comcast Wireless Gateways Devices.

Details: When an Xbox 360 with firmware version is 2.X, attempts to connect to the wireless network hosted by Arris TG862/TG852 with firmware 7.4.63A or earlier, the association with wireless gateway could fail.

Problem: If the firmware version is 2.X, then the Xbox 360 console uses a Marvell-based WiFi chipset. If the firmware version is 12.X, then the Xbox 360 console uses a Qualcomm-Atheros WiFi chipset. This issue is seen only with the Marvell WiFi chipset -- NOT the Qualcomm-Atheros chipset.

Long-Term Fix: This will be resolved with Arris firmware 7.6.59, expected to be released in March 2013 (contingent upon successful quality testing).

Short-Term Workaround: An Xbox 360 can be connected to the wireless gateway via an Ethernet cable.

How to Determine Your Xbox 360 Firmware Version:
1. Start the process to setup a wireless profile to connect to a wireless network
2. Go to the wireless profile and then select "Configure Network"
3. Then go to the right to "Additional Settings" tab
4. Then select "Advanced Settings"
5. Then select "Wireless Information"


EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:10
Thanks for sharing this Vic ! I vote that this should be a sticky topic for now !


ComcastVic
Comcast Vic
Premium,VIP
join:2013-01-16
Philadelphia, PA
I agree


pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
reply to ComcastVic
I'm not personally affected, but thanks for posting this and getting it out there Vic!
--
"I drank what?" -Socrates


whamel
billhamel .net
Premium
join:2002-05-09
Hinsdale, IL
kudos:10
Reviews:
·Verizon Broadban..
·AT&T U-Verse
·Comcast

1 edit
reply to ComcastVic
Just ask a Comcast rep to make your Modem/VoIP box a BRIDGE and not a GATEWAY/router. It disables the WiFi and allows one Ethernet connx to another router of your choice. Basically My D-LINK DIR-825 negotiates the WAN IP, DNS, etc....bypassing the Arris POS. All the Arris is good for is 192.168.100.1 to check signal levels.
--
Bill - Hattiesburg, MS - »www.billhamel.net


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

Just ask a Comcast rep to make your Modem/VoIP box a gateway and not a router.

Do you mean to make it a plain vanilla bridge / cable modem and NOT a gateway / router ?


whamel
billhamel .net
Premium
join:2002-05-09
Hinsdale, IL
kudos:10
Reviews:
·Verizon Broadban..
·AT&T U-Verse
·Comcast
I meant bridge the Modem/VoIP Gateway to allow the use of your own Gateway/Router.
I was typing fast and trying to calm the kids while typing, excuse my error.
--
Bill - Hattiesburg, MS - »www.billhamel.net

ashdragon1

join:2013-02-06
reply to ComcastVic
Also saw this was posted in May of last year, saying it would be March 2013 when the firmware would update. There are hundreds of people online that are having this issue and some that even left Comcast because of it. I don't blame them, This firmware should have been up ages ago. Shame i have to pay for the xbox live and cant use it because Comcast is left behind in the internet race. Here is to hoping that in March the firmware goes threw, as This is a real disappointment in service for a year now...


whamel
billhamel .net
Premium
join:2002-05-09
Hinsdale, IL
kudos:10
Reviews:
·Verizon Broadban..
·AT&T U-Verse
·Comcast
just hook up the Ethernet to the XBOX, that what I do. If you can't and it is wireless, try to move the WiFi router where both are in line of sight of each other, and if you can't do that I suggest going out to a hardware store, buy urself some nice RG6Q (Q=Quad Shield) and move the modem closer to the xbox.
ohhh yea, if your wifi router has external antennas, upgrade those. I use a 14dBi flat panel (directional)and have it nailed to the wall above my window and it has line of sight all the way down the apartment through the window on the other side and I can get WiFi out at the street aorund 24Mbps. But with 4G now, that's retarded..,.
--
Bill - Hattiesburg, MS - »www.billhamel.net


gar187er
I do this for a living

join:2006-06-24
Dover, DE
kudos:4
reply to ashdragon1
said by ashdragon1:

Also saw this was posted in May of last year, saying it would be March 2013 when the firmware would update. There are hundreds of people online that are having this issue and some that even left Comcast because of it. I don't blame them, This firmware should have been up ages ago. Shame i have to pay for the xbox live and cant use it because Comcast is left behind in the internet race. Here is to hoping that in March the firmware goes threw, as This is a real disappointment in service for a year now...

comcast works fine. its not as if ALL connected devices have problems, its only the xbox. so i wouldnt say comcast is to blame for anything.
--
I'm better than you!


Anonymous
Premium
join:2004-06-01
IA
kudos:2
reply to ComcastVic
I wonder how many trouble calls it took for this issue to be diagnosed...
--
I speak for myself, not my employer.

n_w95482
Premium
join:2005-08-03
Ukiah, CA
reply to ashdragon1
If the Xbox isn't working with the gateway, and you're not changing it out, then why continue to have a Xbox Live Gold subscription? If I were in your position, I'd suspend the account and save money in the meantime.
--
KI6RIT

ashdragon1

join:2013-02-06
reply to gar187er
thank you fanboy. Actually hundreds of people are complaining about this issue as many people use xbox not only for gaming but for their comcast tv viewing - netflix, and other media facebook etc. right comcast is not to blame for not updating firmware as the other companies have knowing about this issue for over a year, myself and many others had no issue before switching to comcast, i even asked the rep if there were any compatibility issues with gaming systems before i purchased from them. I dont understand people that want to defend something that is working for them and not others, its exactly like not donating to a cause because you dont know anyone that suffers from the illness or yourself. so basically dont make random posts your voice is a waste. Im not going to buy a new router, because this is not what i paid for when signing up for Comcast. I could unsubscribe from xbox live but that wouldnt make sense as i paid for a year and have 3 months left, wouldnt make much sense, as hopefully march's firmware patch will fix it. So yes .. comcast is to blame for this yes , all i can say is i hope google Fiber internet service becomes widespread in the next few years or screw it back to verizon is the firmware doesnt work


gar187er
I do this for a living

join:2006-06-24
Dover, DE
kudos:4
oh no not hundreds out of the MILLIONS of comcast internet users that have an xbox!!!

you could swap the gateway for an SMC then be done with the issue.
--
I'm better than you!

n_w95482
Premium
join:2005-08-03
Ukiah, CA
reply to ashdragon1
said by ashdragon1:

I could unsubscribe from xbox live but that wouldnt make sense as i paid for a year and have 3 months left, wouldnt make much sense, as hopefully march's firmware patch will fix it.

Ah, that makes sense now.
--
KI6RIT

xion_one

join:2004-04-22
Miami, FL
reply to gar187er
said by gar187er:

said by ashdragon1:

Also saw this was posted in May of last year, saying it would be March 2013 when the firmware would update. There are hundreds of people online that are having this issue and some that even left Comcast because of it. I don't blame them, This firmware should have been up ages ago. Shame i have to pay for the xbox live and cant use it because Comcast is left behind in the internet race. Here is to hoping that in March the firmware goes threw, as This is a real disappointment in service for a year now...

comcast works fine. its not as if ALL connected devices have problems, its only the xbox. so i wouldnt say comcast is to blame for anything.

If you want to be technical about it, this particular gateway (TG862, not sure about TG852) and its firmware has connectivity problems with numerous much-used devices, including Apple products (iPhones, iPads). So no, its *not* just the Xbox. It also has issues when doing mobile banking for some. The fact that Comcast acknowledged these issues back in May 2012 and the firmware update still has not been available up to now (and Comcast tech support have no idea about any of this when you call them), there is no way you can say they aren't to blame for anything.


gar187er
I do this for a living

join:2006-06-24
Dover, DE
kudos:4
yea they need to build better modems.
--
I'm better than you!

Couriant

join:2012-10-29
Peoria, AZ
reply to ComcastVic
For those that are affected, I would like to ask if you can check the physical address (MAC address) of your wireless adapter. This includes the computers. There is a known issue with Devices that has the Physical Address (MAC) starting with xx-06-xx-xx-xx-xx and these modems. If you have the 06 in the second part, then that's the reason you can't connect. A factory reset does tend to fix the issue for a while, but a more permanent fix would be to swap the modem out for a TM802G ot TM722G and buy your own router... which you have more control over.


adfadsf

@comcast.net
I'm at a friends house. The MAC address of the "computer" (aka xbox) does NOT contain '06'.

I've tried all sorts of stuff to get it to work and nothing seems to matter. It connected briefly once, but hasn't since then.

jeremiah2305

join:2013-03-21
Tacoma, WA
Well the latest firmware update was rolled back due to the WiFi issues but it fixed the Xbox connection errors. Unfortunately the old or standard firmware is still incompatible, and connection varies on or off after tinkering with different settings. I think at this point CC should really think about discontinuing this device and just issue the SMC if customers want a gateway. Half of the posts in the CC forum are about this thing, heck I even posted a few when I had it.


Eveala

@comcast.net
As of today April 7th the xbox live still doesnt work & no updated firmware yet...


not

@comcast.net
reply to ComcastVic
While you're at it Vic, have them fix the multicast protocol support so that services like Apple AirPrint is supported across these Gateways. That's what Arris should be fixing. Thanks in advance.


noomi85

@comcastbusiness.net
The firmware update actually fixed this issue, albeit only for a day or so until the firmware was rolled back again due to wireless issues.

Still awaiting this fix. Hoping for the best here.


Samaritan722

@comcast.net
reply to ComcastVic
i wanted to come on here and say that i was one of these people desperately searching for a solution to this issue. on most forums i just read these troll answers hammering down the fact that the only way to fix this is to tell comcast to put the arris tg862 in bridge and buy your own router. thanks to obama's and illinois' awesome taxes i cant afford a new router with a 20k income, and i imagine most people are in the same situation. so here's what i did. to fix this.
I have a laptop with windows 7, so obviously, you need a laptop with windows 7 and an ethernet cord long enough to comfortably connect between your 360 and your laptop in order to follow my instructions.

since i was able to connect my laptop to the gateway via wifi, i took an ethernet cord and connected it to the back on the 360 slim. changed the network setup to "wired" on the 360 and then went into my network config on my laptop.
just take the network that you use to connect, it'll be your SSID and then select the wired connection, (it will say it's connected because of the ethernet cord but it wont be active, select that one) - simultaneously by holding the ctrl button. then right click and select "bridge connections" and then wait a sec.
once the bridge is set up, you should be able to test your network on the 360. i was lagging horribly before i fixed this, now it's at a steady 100mbps. i also didnt even have to reset my gateway or turn anything off for 10 seconds or anything.
of course, it's crude at best, and obviously if you're having people over it's not really the best thing to have, and obviously at some point if they don't fix this you might have to get something anyway, but if you're by yourself at night and all you wanna do is frag somebody without glitching into a wall, this is your answer.