SteveWW's profile
SteveWW
Well Liked
High Five
Discussion Driver

Regular Contributor

 • 

83 Messages

Sun, Feb 7, 2021 7:00 PM

Delayed Ethernet Connection--more

This follows up on previous conversations about computers with ethernet connections (not wireless) experiencing delays in getting connected after waking up from sleep. People with both the XB6 and XB7 gateways have been experiencing this problem since mid-December.

 

If you were contributing to the previous discussion about this, please check in here and let's continue the discussion.  Here is a partial list participants:

@alantrainor1  , @BlackTriad , @Kruunk83 , @TomasNieve , @sjwj , @hjens , @blueaid 

@g-hodgson , @fiero44  , @badcrab  

 

@BlackTriad  --  Is your gateway still running the updated firmware? Has the updated firmware fixed your problem?

 

Has anyone else received updated firmware which has fixed this problem?

 

Responses

ChuckTC

Frequent Visitor

 • 

36 Messages

2 m ago

My connection lag is still present, but seems to have decreased.  I just restarted to check firmware, and was connected after 15 - 20 seconds (down from average of 30 - 45 seconds previously).

 

My modem specs remain the same as before (no firmware update), recopying here:

Model: CGM4331COM
Vendor: Technicolor
Hardware Revision: 2.0
eMTA & DOCSIS Software Version: Prod_19.3_d31 & Prod_19.3
Software Image Name: CGM4331COM_4.6p2s1_PROD_sey
Advanced Services: CGM4331COM
Packet Cable: 2.0
 
Thanks for continuing the thread, and keeping us all up to date.  It took me a while to figure out the other thread had been locked.  I only realized when I got my notification about this thread.  Appreciate it!
blueaid

Frequent Visitor

 • 

13 Messages

2 m ago

Still on the 4.4p6s1 firmware. 

Tek

Problem Solver

 • 

628 Messages

2 m ago

I recently swapped my old XB3 for the new XB7 (White XiFi Gateway). I have a single desktop PC connected via ethernet directly to the XB7. One odd thing I have found is it takes 30 seconds from PC boot for the gateway to establish a connection with the PC. I understand some delay is normal while the PC and gateway connect, but I don't remember my XB3 taking 30 seconds to establish a internet connection after Windows 10 loads to the login screen. 

 

Is this normal for the XB7? It is not the PC loading because when I unplug the ethernet cable and plug it back in the XB7 still takes 30 seconds to establish an Internet connection to the PC even when the PC is fully booted and logged in. 

 

Thanks for any help on this.

 

 

Official Employee

 • 

78 Messages

2 m ago

Hello, @Tek ! I'm happy to hear that you upgraded from the XB3 to the XB7; that is odd about taking that long to get a connection, though. Is the ethernet cable new as well? Have you done any resets with your Modem? Let me know!

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

 • 

2 Messages

2 m ago

Swapping my XB7 for a new one that Xfinity Sent me seems to have fixed the problem for now. I have no idea if this new router is behind on firmware, potentially waiting for an update causing it to have the same issue again.

 

Old XB7

Model: CGM4331COM

Firmware: CGM4331COM_4.6p2s1_PROD_sey

 

New XB7

Model: CGM4331COM

Firmware: CGM4331COM_4.4p12s1_PROD_sey

Official Employee

 • 

78 Messages

2 m ago

@Tek Sounds like a plan! Thank you for taking these steps and I look forward to your results.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
Tek

Problem Solver

 • 

628 Messages

2 m ago

@ComcastKaitlan reboot and cable change did not cause it to connect faster. 

 

Windows connects to the ehternet port within a few seconds, but then the remainder of the 30 second delay is waiting for the XB7 to provide internet. 

 

Windows 10 shows connected to the gateway, no internet, for about 25 seconds. 

 

I timed the delay and it is 30 seconds on the button everytime.

 

No issues on wireless or connection speed. The port is sending 1GB speed. It is just this annoying delay at connection start. 

 

I also tried other ports on the XB7 and the delay is the same on all of them. 

 

 

 

 

Tek

Problem Solver

 • 

628 Messages

2 m ago

I am restarting it now. The cable is the same one that came with the modem. I can swap it to another after the reboot and get back to you.
Tek

Problem Solver

 • 

628 Messages

2 m ago

I just sent you a message as requested.

My friend says his XB6 does the same. Maybe this is normal or somebody else with an XB7 can chime in?

Official Employee

 • 

78 Messages

2 m ago

@Tek Thank you for all of these detail and for trying everything listed here! I would like to look at things on a more in-depth level and run a few diagnostics. Please send me a Message by clicking on "ComcastKaitlan" and then selecting "Message" with you First and Last Name and Address. I look forward to working with you!

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
SteveWW

Regular Contributor

 • 

83 Messages

2 m ago

@LifeCycles-- glad that the new XB7 does not have the problem, but it does appear that this new unit has older firmware than your original unit (4.4... vs. 4.6...), so yes, if newer firmware gets pushed to your unit you may find that the problem has returned.  Hopefully that won't happen or perhaps you'll be pushed to a version later than 4.6p2s1 which will include the fix to this problem.

 

But at least for now, the problem is gone so that's good.

 

 

 

Tek

Problem Solver

 • 

628 Messages

2 m ago

Hello everyone,

I just replaced my XB3, which workerd perfectly for an XB7. Now my Windows 10 PC connected directly to the gateway by ethernet is experiencing a 30 second delay before getting a Internet connection. Rebooted the gateway, changed cables, tested a old Window 7 laptop, and the results are the same.

XB7 (White Gateway)

Model: CGM4331COM

Firmware: CGM4331COM_4.6p2s1_PROD_sey
SteveWW

Regular Contributor

 • 

83 Messages

2 m ago

Hello @Tek -- thanks for posting your info.  Your XB7 firmware is the same as other XB7 users here who have the same problem. This problem also exists on the XB6. We have every reason to believe that this is a firmware problem (not Windows, not ethernet cables, etc.).

 

There are indications (but not explicit confirmation) that Comcast has an updated firmware version that fixes this problem. The timing for us to receive this fix is unclear.

 

SteveWW

Regular Contributor

 • 

83 Messages

2 m ago

As far as I know, Comcast has not officially acknowledged this.

 

Last week someone on this thread got a call from a Comcast tech who offered a test version of firmware that is supposed to fix this problem. That firmware was pushed to the user's equipment and he confirmed that the problem was fixed. The tech said that Comcast would be pushing out this firmware fix on a rolling basis but it would take a while to get to everyone.

 

Alas, overnight Comcast overwrote that test firmware on the customer's gateway with the older firmware version so the problem returned for that user. Leaving aside the mistake of replacing the good firmware with the buggy prior version, it does appear that Comcast knows about this problem and has engineered a fix. That call from the tech is reassuring but at least for me, that doesn't rise to the level of "official acknowledgement."

 

In particular, no Comcast employee has posted here to tell all of us that a fix is on the way.  We certainly would appreciate such a post.

 

 

 

 

 

Tek

Problem Solver

 • 

628 Messages

2 m ago

Has Comcast officially acknowledged this? I would feel better if they did and I will just wait for an update. Happy with my XB7 otherwise.

New to the Community?

Start Here