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user_20c3d1
1st Topic

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Friday, July 8th, 2022 2:39 PM

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Motorola modem issues with IPv6

Can’t access ipv6 address.  Updated in modem(MT8733) settings.  Contacted cust support. They see it’s active but still no address populates.  Worked fine on Arris modem.

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3 years ago

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CCTimothyA

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785 Messages

3 years ago

@user_20c3d1 Thank you for reaching out and bringing this to our attention. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Peer to peer" ("Private") message:

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• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

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• Press Enter to send it

 

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user_20c3d1

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4 Messages

@XfinityTimothyA​ 

I tried that.  Tier 1 tech informed me that xfinity only has IPv4. Disconnected sent me to billing tech.  After them I got sent to another Tier 1 whom escalated to Tier 2.  He/she tried to do what Motorola asked.  Delete provisions and reinstall them. Tech said they did, but still no IPv6.

 I didn’t have these issues in my area on a older Arris modem running on Docsis 3.0. Upgraded modem(Docsis3.1) to handle 1200mbps and now stuck with IPv4.

(edited)

3 years ago

0

CCTimothyA

Problem Solver

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785 Messages

3 years ago

@user_20c3d1 I know that all Docsis 3.1 modem are able to use an IPv6 address and if you had it before then there does seem to be an error. In some cases the firmware of the device needs to be updated. Are you renting a modem from us or did you supply your own? If you rent a modem from us, we do push updates to the modem often to make it has the most current firmware, if you own the modem you may need to go to the manufacture's website to make sure you have the current version. 

 

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EG

Expert

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110.1K Messages

3 years ago

@XfinityTimothyA 

FWIW, they stated this: "MT8733". That is a retail purchased third-party combo gateway device, not Comcast rented. And as such, the end-user can not update the firmware load. Comcast is responsible for keeping it updated.

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user_20c3d1

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4 Messages

@EG​ the modem is specifically made for xfinity.  Therefore they do support it. I’ve had Motorola do there side stating that it’s the provisions not installing properly during initial installation.  Had techs attempt to fix this issue with them ultimately giving me the xfinity 800 number.  Yeah I want more prompts.

http://test-ipv6.comcast.net  Gives a blank page.

(edited)

3 years ago

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EG

Expert

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110.1K Messages

@user_20c3d1 wrote;​

 the modem is specifically made for xfinity.  Therefore they do support it.

I did not say that they do not "support it".

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 years ago

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arthurlt

Visitor

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4 Messages

3 years ago

I have a Motorola MB8600 and am successfully getting IPv6 addresses by requesting a /60 block via DHCPv6. What settings are you using?

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user_20c3d1

Visitor

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4 Messages

@arthurlt​ the 8600 doesn’t have phone capabilities.  Factory settings.  The modem is gaining a ipv6 from Xfinity.  8733 modem isn’t giving them out.  I had no issues on my old docsis3.0 Arris modem. 

3 years ago

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CCJess

Problem Solver

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323 Messages

It sounds like there is something within the settings of the modem itself that needs to be corrected. We can only troubleshoot customer-owned equipment to a certain point. Please keep in mind when it comes to the output of the IPV6 signals, they are only able to be received by particular devices. Are you able to get the IPV6 signal on any devices that are set up to receive it, or are you unable to connect using the IPV6 on any device? 

I no longer work for Comcast.

3 years ago

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