SSubZero's profile

Frequent Visitor

 • 

22 Messages

Thu, Apr 15, 2021 7:46 AM

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

Looks like my (purchased) SBG6782-AC got a firmware pushed to it about 24 hours ago.  Since then, the modem has internet, but I can't access the web interface.  Chrome complains about a certificate and won't load it at all, Safari can get past that but then only loads a tiny amount of the page and stops.  I see the copyright is now 2021 so I know it got some sort of update.

Anyone else with this modem get an update recently?

Responses

Visitor

 • 

1 Message

2 m ago

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.....

Visitor

 • 

1 Message

2 m ago

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

Visitor

 • 

1 Message

2 m ago

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.

Visitor

 • 

1 Message

2 m ago

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. 

(edited)

New Poster

 • 

7 Messages

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!

   

Visitor

 • 

1 Message

2 m ago

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.

(edited)

Official Employee

 • 

180 Messages

@user_71b54b Hello! Sorry to learn about what happened. Are there still issues from the interruption that happened? 

EG

Expert

 • 

87.1K Messages

1 m ago

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

(edited)

Visitor

 • 

1 Message

1 m ago

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?

Official Employee

 • 

216 Messages

Hi there @user_a360d6. Just wanted to reach out and see if you were still having issues? If so, please feel free to PM us with your name and address. 

 

To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

EG

Expert

 • 

87.1K Messages

@ComcastJodie Your latest reply was to a poster that first posted 2 days ago... What about the original poster and the subsequent posters ?

New Poster

 • 

7 Messages

23 d ago

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.

New Poster

 • 

7 Messages

23 d ago

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.   

(edited)

Official Employee

 • 

94 Messages

@stevebachman61I would be happy to help and look into your concern. send us a private message with your full name (and the account holder's name if different from you) and the numbers associated with your service address. To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat. 

New Poster

 • 

7 Messages

Thanks ComcastAshley, but i'd prefer to keep this public, as I think anyone running moCA on an Arris SBG6782-AC will be affected and subject to the kind of frustration many of us have experienced already, since Comcast has obviously decided to misinform its customers about its role in pushing firmware to customer-owned modems.  Earlier today I tried to force a Comcast technician in my home to read earlier posts on this site and on the Tivo Community Forum. He REALLY didn't want to. Instead, he wanted to insist that Comcast has NOTHING to do with firmware for customer-owned modems. He eventually copped to "We're only the messenger, we don't write the firmware."
That's clearly the official Comcast line, as I've heard it from many Comcast reps over the past month.  But not writing the code is not the same as "having nothing to do with it."  The only way my firmware changes is if Comcast pushes it to my modem,  and I have no way of knowing about the change, since Comcast won't even admit to having pushed it.

As the technician was outside running a new coax line from the pole (which obviously will not do anything to address the disabling effect of the recent Comcast firmware push on SBG6728-AC boxes running moCA), I got a call from Comcast surveying me about my previous survey responses (FFS!) I asked her to have Tom Karnishak call me. He is Comcast Executive VP of Customer Experience. He sent me an email a few days ago asking me to fill out a survey, so I figure we are BFF's and I expect to hear from him any minute...
Comcast, PLEASE stop this policy of misinformation about your role in deploying firmware to customer-owned equipment.  Do you have absolute responsibility? NO.  Do you play a critical role that your customers should understand?  YES!!
Modem manufacturers are your competition on one hand, but your partner in serving  common customers on the other.  Don't treat both your partner and your customer as enemies. 
Tell the truth about how firmware is actually deployed:
Modem manufacturers develop it and submit it to you for testing on your network.  After testing your deploy ("push") it to your customers.  Then your customers enjoy the benefits or endure the flaws of the update.  If the update causes problems, you should not point the finger at your hardware partner (modem manufacturer) and tell the customer that you have no role.  Instead, you should be honest with the common customer and work with the hardware partner to resolve the firmware flaw.  That's just my opinion, but it seems kind of obvious and decent to me.
CALL ME TOM KARNISHAK!!!

New Poster

 • 

7 Messages

10 d ago

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!

New to the Community?

Start Here