SBG6782-AC got a firmware update yesterday, can't load web interface

Yes, same I am having the same issue with my SGB6782. Contacted Xfinity cust service, and after bouncing around to 4 different people, they said they would be performing tests and monitoring, then will call me back, fingers crossed. At the same time, when I request a modem restart/reboot from my smartphone app, or laptop website, if fails to reboot. Cust service attempted to restart/reboot and that didn't work either. This is a real mess...... and I'm experiencing intermittent connectivity with other devices.....

I had about 6 installs calling me today telling me they were offline.

What they all had in common was that they all used the SBG6782.

All of them were in the same condition:  The top 4 lights were blinking patterns they've never blinked before.

Nothing I did would get them to connect to the cable system at all.

Eventually I did a 'hard reset' and was able to get them to connect.

Unfortunately, re-activating MoCA, which is why this modem was being used, the router re-crashed and a 'hard reset' was again required to make it boot up again.

So, I left them all with partial internet, but all of their TiVo's or other devices connected via MoCA were all left orphaned.

This is a DISASTER and Comcast needs to make it right, RIGHT NOW!

Houston, FYI.

-KP

Same issue with SBG6782-AC update.  After three 'hard factory resets' and reconfigurations, left the MOCA disable and operating with WiFi on devices for now.  Hoping that Comcast / Xfinity has another update to fix this MOCA bug in the near future.

I've been having the same issue with the SBG6782-AC. After 3 years with few issues, my modem/MoCA solution suddenly stopped working a couple days ago. A hard reset brings back modem functionality in it's base state, but enabling MoCA crashes the modem, requiring another reset. I also tried leaving MoCA disabled on the modem, instead using a MoCA bridge with two external devices ... the MoCA bridge works great, but I continually get internet service disconnects and the modem eventually becomes inaccessible, similar to if MoCA were enabled on the modem. I activated an old modem SBG680-2 and it does the exact same thing when using the external MoCA bridge.

---UPDATE (5/15/21)---

I purchased a couple MoCA 2.0 adapters and they did not cause any modem issues for at least a week when MoCA is disabled on the SBG6782, but once I integrate either of my MoCA 1.0 adapters to the network the modem stops responding after a few hours and I lose internet requiring a power cycle. There is a MoCA filter installed on the tap, but it seems like any MoCA 1.0 device will cause these disconnects now for some reason. I don't get it.

---UPDATE (6/6/21)---

I ordered another SBG6782-AC to test. The modem had 2015 firmware installed when I received it and all features worked well. I connected the modem to Comcast and let the firmware update. After a couple crashes and password issues I was able to access the modem GUI to confirm the firmware update. Upon enabling MoCA the new modem became unresponsive requiring a hard reset. If there was any doubt previously, this issue is 100% caused by the 2021 Comcast firmware update D30GW-EAGLE-1.5.4.0-GA-10-NOSH. 

---FINAL UPDATE (8/8/21)---

I was forced to update my entire network because of these firmware issues. As a parting gift, I discovered that putting the SBG6782 in "bridged" mode on this firmware also causes the modem to become unresponsive so it cannot even function at the most basic level as a simple modem. I purchased/activated a new basic modem (MB7220) and am happy to finally be done with the SBG6782 issues. Thanks for nothing Comcast.

On the 28th of April Synology emailed me it had lost connection to my NAS at 3:45am and after spending over an hour on the phone with Comcast I assumed my 6782 just gave out.  

Well, it's obvious now that Comcast broke it and I expect them to either fix or replace it.

I'm in the Minneapolis area if anyone else here had their modem die around the same time I did, I'd be curious to know.

@ComcastJodie What about the original poster and the subsequent posters ?

In Florida and having the same issue. I can get my internet wi-fi working, but the minute I activate MoCA it breaks. What gives Xfinity? Any word on a patch?

Evil company.  This is happening to a LOT of customers.  I'm in Ann Arbor, MI.  I've been fighting this issue for nearly a month.  Comcast keeps me on the phone for an hour then the call "drops."  If it was dropping on my end, well... my phone service is Xfinity Mobile. 

I hate Comcast so much I can taste it.

If "Xfinity Support" wants to look into this, please see Ticket # CR965067994.  I was given that # on May 4, 2021, by a woman who claimed to be with Level 3 Tech Support.  The issue is getting a straight answer on who controls "pushing" firmware to customer-owned modems.  Arris says that ISP the controls it.  Comcast says modem manufacturers control it.  BOTH CANNOT BE TRUE.  Someone is lying.  Arris gives has posted a link to an explanation that makes perfect sense.  Comcast keeps you on the phone mumbling [Edited: "Language"]., then drops the call 10 seconds after the "supervisor" starts doing the same nonsensical routine.   

I'm having the same issue in Ann Arbor, MI (same SBG6782-AC gateway, same D30GW-EAGLE-1.5.4.0-GA-10-NOSH firmware version, same time frame, same symptoms.) 

My interim solution was to leave MoCA disabled on the SBG6782-AC and reconfigure my Tivo systems, allowing my main Tivo box to be the MoCA bridge.  The Tivo boxes and the internet still have intermittent connection errors, but mostly work.  They usually go away on their own, but I've had to reboot the gateway a few times.

I've contacted Comcast many times and they continue to give the "company line" that they have no involvement at all in deploying firmware to customer modems and gateways.  Most recently, the technician who came to my house refused to discuss it or to read these posts.  He simply ran a new cable from the pole to the house.  When I told him that would not fix the firmware bug, he walked away from me, got in his truck and left the scene.

Tom Karinshak serves as Executive Vice President and Chief Customer Experience Officer for Comcast Cable.  I've opened multiple Comcast trouble tickets to try to get this escalated to his level; the idea being that he should reach out to his counterpart at Arris and they should get their stories straight.  They share customers and it seems to me that those customers deserve a single version of the truth, regarding how firmware updates are deployed and where responsibility lies for the various elements of deployment (writing the update, testing it on the modem, testing it on the network, "pushing" it to the customer hardware.)

In response to my negative survey response, I received an email from Jonathan Morse who apparently works in Mr. Karinshak's organization.  He stated that my feedback was important in order to improve and asked me to set aside time for a phone call.  We agreed to a time and he said I would get a call from his "supervisor peer" James, at 1pm EDT on 6/8/2021.  So, like a chump, I said by the phone waiting from 12:58 until 1:20 and he never called.  Jonathan has not returned my followup email either.

Good times!   

Thus far, the best information I've received is from fellow customers on this and other forums.  Thanks to all who are sharing!

I am still trying to influence Comcast to:

1)  Identify this as a known technical issue affecting many (if not all) customers with SBG6782-AC who have the MoCA feature enabled on the gateway.

2) Pursue a solution in conjunction with Arris.

3) Make this known to Comcast front-line reps so that they can tell customers.

4) Improve the "customer experience" by communicating the fact that Comcast periodically deploys (pushes) firmware and its own boot files to customer-owned modems and gateways.  [The firmware is written and tested for functionality by the modem/gateway manufacturer (Arris in this case.)  The ISP (Comcast in this case) further tests the firmware for reliability or their network.  The ISP also writes and deploys the boot files.] 

Today I spoke with Jason  and he said he would escalate on two paths:  Technical (items 1 and 2) and Customer Experience (items 3 and 4.) 

Jason said he is with Level 3 Technical Support.  He is the first Comcast rep who has accurately described the process to me without first claiming that Comcast has "nothing to do with updating customer-owned boxes."  He confirmed that the process works as described in #4, above.  He confirmed that what Arris told me is accurate.  Just now I told Mark, the field technician addressing line problems outside my house about this issue and he also confirmed Comcast's role in pushing updates.  I appreciate their knowledge and honesty.

Based on my discussions with both of them, the piece of the process that is missing is the acceptance and escalation of customer-reported issues.  Rather than documenting and escalating the problems so that Arris and Comcast engineers become aware and can address the "known problem", the tickets are being closed without even informing the customer.  [At least that's what happened in my case. On 5/28/21 Natalie opened ticket #968727884.  Yesterday, 6/29/21  I learned from Ven that the ticket had been closed on 6/1/21, with the notation: Customer must contact the manufacturer. 

The problem is never escalated to the engineers.

[edited to remove personal information/employee information per guidelines]

Today I received a call from James J., a supervisor in Comcast's Customer Experience team.  I asked him to put me in touch with Tom Karnishak, the leader of that organization.  He said he is not able to do that.  However, he did commit to escalating issues raised during the last 2 months that I've been struggling with Comcast.  These commitments include:

1. Asking someone from the Social Media team to post to this thread and confirm that, indeed, Comcast does control the updating of customer-owned modems.  It receives the firmware from the modem/gateway manufacturers, tests it for reliability on its network and deploys it to the modems.  Comcast also writes and deploys "boot files" to the modems.  Comcast has no responsibility for the modem hardware issues, firmware functionality, set-up or configuration. 
2. Advocating for an official statement from Comcast to be posted on its main website, clarifying the whole truth about precisely what Comcast does and doesn't do with respect to the operating environment of customer-owned equipment.
3. Advocating for training Comcast phone, chat and social media reps to understand the above and communicate the truth to customers, rather than stating that Comcast "has nothing to do with customer equipment." 

We'll see what happens, but hopefully this thread will be updated by someone from Comcast's social media team soon.

Thanks ComcastRyanE.  Can you tell me when Comcast last updated my gateway's firmware and boot files?