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user_ad8ee4
1st Reply

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3 Messages

Saturday, September 11th, 2021 3:50 AM

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Surfboard SBC3202 stutter tone

I am having the same problem with stutter tone on the Surfboard SBC3202. I have called Comcast several times including today to correct this issue. Tech support either doesn't understand what I am talking about or know how to correct this. I contacted Arris about the problem and they point at Comcast for the problem. Comcast is in control of the firmware updates for the modem according to Arris. If Comcast doesn't get this fixed because I refuse to rent their modem, I will switch to Verizon Wireless 5G when it is available in my neighborhood. This is ridiculous!!

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3 years ago

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XfinityEmilyB

Official Employee

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1.7K Messages

3 years ago

I appreciate you taking time out of your day to reach out to our community forum, @user_ad8ee4! I have converted your comment into a post since the old post was over a year old. I know how important it is to have  working phone service for your home so we will stick with you here until we reach a resolution together. Regarding the firmware, we update the modem with the firmware from the manufacturer. Is your phone service working at all? Do you hear the stutter tone all the time? 

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user_ad8ee4

Visitor

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3 Messages

@XfinityEmilyB 

I am disappointed with your response. Comcast and Arris point fingers at each other. I am caught in the middle with a poor performing voice modem and a failing network to connect it to. I pay for this service and expect it to work as advertised by Arris and Comcast.

Just fix it ALREADY!

3 years ago

0

user_ad8ee4

Visitor

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3 Messages

The phone service works. It ALWAYS has STUTTER TONE! My understanding from other posts on this subject, Arris has provided firmware to Comcast to fix this issue, but Comcast won't implement it and correct this issue. Not Acceptable!

3 years ago

0

CCMartin

Gold Problem Solver

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2.9K Messages

Our team can double check into your account, even if this is a known issue. We want to do our best to help out! Can you please send us a private message with your full name and full service address? To send the requested information:
  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon 
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support"
      there. As you are typing a drop-down list appears.
  • Select "Xfinity Support" from that list. An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

I no longer work for Comcast.

3 years ago

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