crispysilicon's profile

Regular Visitor

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5 Messages

Thu, Oct 29, 2020 1:00 PM

Arris SBG8300 who handles firmware updates? Getting conflicting information!

https://www.xfinity.com/support/articles/upgrade-modem

 

vs

 

https://arris.secure.force.com/consumers/articles/General_FAQs/SBG8300-Locating-the-Firmware-Version/?l=en_US&fs=RelatedArticle

 

So according to the Xfinity article AND the advanced technical support rep I spoke to earlier today, Comcast doesn't provide firmware updates for non xFi gateways.

 

According to Arris, ONLY Comcast can do firmware updates, and since after logging into the gateways admin portal I do not have a option to manually update, that certainly seems to be the case.

 

So I call Xfinity back again, get told that I have to request the firmware update from Arris?! (again from advanced technical support).

 

I contact Arris, and they, absolutely and unequivically state that they don't do that, and I have the saved log to show it if you'd like.

 

"( 1m 24s ) R: i contacted comcast to confirm my firmware was the lastest version
( 1m 36s ) R: just now got off the phone with their advanced support
( 1m 52s ) R: according to them, i have to contact YOU, and you have you request the update through comcast
( 2m 20s ) R: so if you would please?
( 6m 17s ) Hemalatha K: It is important to note that firmware updates for cable modem devices are controlled exclusively by the internet service providers only. This is the case whether the unit is owned privately or leased from them, as a security precaution for users upstream of the connected device. The most up to date version of firmware for your device that is available with your ISP is automatically pushed to the unit from them. There are no firmware/software updates available to install or download for the device.
( 6m 47s ) R: they say because i own the device, they will not push ANY updates normally
( 9m 15s ) R: they specifically said any updates on owned devices must be requested through arris before approved by comcast
( 9m 25s ) Hemalatha K: But not like they activated the modem and only they can access your modem to update the firmware
( 9m 31s ) R: yes
( 9m 42s ) R: i dont even have the option to update the firmware from the web portal
( 10m 23s ) R: only they can update it, and they say they WONT unless a request comes from arris so they can approve the firmware
( 10m 37s ) R: so i'm now going in circles on a device that obviously has software issues
( 11m 6s ) Hemalatha K: I understand but we dont have any option to update or send request about firmware to ISP.
( 11m 22s ) R: ok, so you're saying that comcast is lying to me?
( 11m 44s ) R: this is advanced tech support i just got off the phone with
( 11m 55s ) R: and spent over 40 minutes holding with, so i want to be REALLY sure here
( 13m 30s ) R: im going to be giving them this chat log directly
( 13m 30s ) R: so be sure
( 13m 51s ) Hemalatha K: Yes we or the customer dont have any option to upgrade the firmware only ISP can do that."

 

What gives? This devices seems to still be on the original firmware, but has numerous complaints and pretty low reviews for a high end device?

 

The device clearly has software issues. It freezes at random times, and will not respond to login. Power cycle fixes it every time. Even happens in the middle of the night under no activity and then my phone alerts me I'm connected to wifi with no internet. The gateway itself shows NO faults while this is happening. It's not hot either, checked it and even tried putting it in front of a fan, same thing!

 

Who the heck is responsible for updating the software on this Xfinity approved nightmare?!

Responses

andyross

Silver Problem Solver

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6.9K Messages

8 m ago

Comcast controls firmware update for ALL supported modems and gateways. As long as your SBG8300 is on Comcast's support list, it will get updated as Comcast approves updates.

Contributor

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42 Messages

8 m ago

I have been on that merry-go-round since  I got my sb8200 to replace an sb6183.  It seems that as soon as you mention it is your own modem or you use an OS the techs are unfamiliar with, the standard comcast, xfinity answer is, we don't support those devices.  If they can't support them, why are they listed as compatible devices???  Why is it so difficult to acutally get a straight answer from any of the techs, no matter how you contact them???  I hope you get the answers I can't seem to get.

bamu

Frequent Visitor

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17 Messages

6 m ago

Did you every get a satisfactory answer form Comcast and/or Arris?

Regular Visitor

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5 Messages

5 m ago

Arris has to write the firmware and send it to Comcast, and Comcast has to request it for it to happen. That said, firmware wasn't my issue.

 

see: https://forums.xfinity.com/t5/Your-Home-Network/SBG8300-Connection-issues-Xfinity-line-specs-not-compatible/m-p/3402563#M341192

New Poster

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7 Messages

2 m ago

I am running into this same finger-pointing regarding firmware.  Arris states that it can only be done by the ISP (Comcast in my case).  Comcast says it physically canNOT update firmware on customer-owned equipment.  Taken to it's logical conclusion, either one of these companies is giving false information or any non-Comcast modem/gateways are doomed to forever run whatever version of the firmware they shipped with.

In the past I've found that the only way to get results from Comcast/Xfinity is to file a complaint with the Michigan Public Service Commission.  However, I checked their FAQ page and it states that they have not authority over internet offerings.

Anyone know if there is a regulating body that I can turn to to get either Comcast of Arris to play ball?

Thanks!

Steve in Michigan

New Poster

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3 Messages

1 d ago

Hello All,

I just finished spending an hour or more, first in a chat session and then in a phone call with a Comcast's Advanced Repair customer rep.

Initially, she gave me the same scripted reply that I'd gotten from previous reps over the years, that Comcast DOES NOT push down firmware for modems/routers that they do not own.  I told her that I'd gone thru this many, many times with other Comcast reps.  I told her that ARRIS assured me that Comcast insists on releasing ALL firmware themselves, even for customer owned equipment.  ARRIS told me that the fix for my specific problem had been released to Comcast (a long time ago actually).  However and as far as I could tell, it was never pushed down to my modem/router. 

She put me on a long hold while she checked.  She came back on and confirmed that I AM CORRECT.  COMCAST DOES GET FIRMWARE FROM MANUFACTURERS TO RELEASE TO ITS CUSTOMERS WHO OWN THEIR OWN EQUIPMENT!!

This admission was only a small victory because I'd heard that before from previous reps after I pushed hard.

I asked her to give me the most recent update (date & version number), which she said was today.  I know that did not happen.  I asked her to push down another firmware update.  She did so and told me that my modem/router would reboot, which it did.  I asked her for the version number, which she gave me.  No other Comcast rep had done that before.

I have an ARRIS SURFboard® SVG2482AC which has battery backup.  The problem that I had was the modem/router would not keep the battery fully charged.

Over a year ago, ARRIS acknowledged that it was a known problem, that a firmware fix had been made, and that the firmware fix would be released to Comcast.  They informed me when the firmware fix was released.  I've been contacting Comcast ever since to get that firmware update.  Hopefully, today that firmware fix was finally pushed down.

I will contact ARRIS to see if the firmware release that Comcast pushed down to my modem/router contains the fix to my problem.

Keeping my fingers crossed that I will not have to go through this lengthy process again.

Hope this info will be of help to crispysilicon, Steve and others who experienced the same problem with firmware updates for customer owned equipment.

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