I think Comcast also manages the firmware of customer-owned modems. I think it's buried somewhere in the ToS that even though you own the modem, you're authorizing management by Comcast when you connect it to the cable. This allows them to ensure compatibility between the modem and their CMTS.
When I go to my modem's web interface (Linksys BEFCMU10 v4), I don't even see an option to install firmware updates.
Because we are having issues here with regard to updating the modem. It is a Motorola Modem. And we also called Motorola regarding this one. And Motorola said the ISP should be the one who will update it. I'am Completely LOST!!!
I am experiencing random disconnects (where my SB5101's event logs indicate 'ACK Not Received' and in that order) for each occurrence.
In addition, I noticed that the Upstream Channel is 7 when the modem is online. The downstream SNR levels look acceptable and pretty steady.
Here is the trend I have noticed:
When I get disconnected from the Internet, I find the Upstream Channel has changed to 8; however the device's status LEDs still indicate that the modem is ONLINE (all solid GRN, PC link randomly flashing AMBER), whereby I still have a valid IP address (it has remained unchanged.)
Needless to mention that there is no connectivity at that point.
The modem logs also indicate that SB5101 firmware upgrades ARE periodically being pushed and successfully installed (the same silver config file over and over). I have also confirmed this by observing both SEND and RECEIVE LEDs flashing simultaneously during the DL.
I have contacted CCS by phone multiple times with poor/intermittent connectivity concerns and questions in this regard, however all CCS agents I've spoken with were ready to make a statement under oath that 'CC never does any firmware upgrades to customers' equipment', and then the CCS agent usually attempt to guide me through bogus troubleshooting steps, such as 'Is your modem connected to its power supply and the cable outlet? Let's go ahead and reset the modem' or try to refer me to Microsoft (LOL) and Motorola for the firmware.
the 'silver' config file you see being loaded is just that...a configuration file that provisions the modem for the correct data throughput rates according to the speed tier you subscribe to...it is not a firmware update.
Sorry, I don't have an answer for that. There are some other 'Experts' here that are more knowledgeable aboutthe technicalities of cable modems than I, so hopefully one of them may be able to help. If not we can ask one of the official Comcast moderators to take a look at your problem. (The 'Experts' are Comcast customers, just as you are, and are trying to help out other customers...unfortunately we don't have all the amswers....
Could you also address the random disconnects that co-incide with the Upstream Channel switching from 7 to 8?
There may be excessive noise ingress in the upstream channel. If the CMTS is having difficulty hearing the modem, it can trigger their newer systems to make an 'on the fly' DCC (Dynamic Channel Change)These DCC's 'should be' seamless..
At least you can get the even logs to show the correct date. Mine seem to think we live in 1970. Anyone seen my bell bottoms? Never mind. Ignore this message because I haven't even been born yet, apparently.
1970 logs are created after a modem reboot and start to get logged before the modem has contacted the time server in the CMTS. That is normal operation when it can't "hear" the CMTS when it is booting up and doesn't know what time and date it is.
Yeah, so mine has it all the time. Look in the thread I posted just below this. This seems like it could be at least attributing to the problems I'm having, yet I hit dead end after dead end support-wise.