Tx to g-hodgson for drawing our attentionto this. It should also be noted that many "agents" wandering around your local Comcast store, like the one I asked, do not know who made the modem they give you, Arris or Technicolor. The one I got was an XB7-T, so I assumed the T stood for Technicolor, with a Gateway of CGM4331COM, and the receipt said it was a Model 37.
I think it's worth noting that there are two manufacturers of the XB7, Technicolor and Arris. (That's also true for the XB6). The XB6 is black, regardless of the manufacturer. The XB7 is white, regardless of the maufacturer. I have the Arris and it's working fine. This Xfinity article has the model numbers: Overview of Xfinity Gateways – Xfinity
The Arris model # begins with TG. The Technicolor model # begins with CGM.
I point this out because a number of commenters said they upgraded to the Technicolor XB7 and it resolved the delay problem. However, earlier in this thread, badcrab posted on 1/4 at 5:00pm that he/she has the Technicolor (CGM) XB7 and has the delay problem. I'm not sure what to make of that, but it is something to keep in mind if you get a new XB7 and the problem persists.
I think every commenter in the earlier locked thread (and in this thread), said they had/have the Technicolor XB6. I don't recall anyone stating they had the Arris XB6. Again, just something to keep in mind.
At this point, I just have this feeling Comcast may not do anything to resolve the XB6 issue. Hopefully I'm wrong...
Thanks, hjens. Sounds logical that the "T" in the model number XB7-T identifies it as Technicolor.
I just looked at the bottom of my Arris XB7. It doesn't have model number XB7 on the sticker, but the PN does identify it as a TG4482A (Arris). So, if anyone does decide to exhange their XB6 for an XB7 at a Xfinity store, in efforts of resolving this issue, you should be able to identify it BEFORE you leave the store.
Again, this delay issue may not exist in EITHER the Arris or Technicolor XB7. It appears that everyone who has upgraded to the Technicolor XB7 is doing okay...with the exception of badcrab.
As my issue remains unresolved and is reasonably different at this point than the majority issue (I have the only non XB6 experiencing the connection delay and therefore also the only one without a potential resolution via hardware upgrade,) I am going to start a separate thread with the intention of getting Comcast Technical Support to create a ticket for my issue. I received no response when I reached out directly to the support agents in the previously locked thread.
Understand. If you're going to start a new thread on this, and want to keep it separate from this thread in hopes of drawing attention to your specific situation, you might want to state so in your comment.
Reason: A number of the separate threads started on this problem have been merged together into this thread. That also happened in the original locked thread. Your's might end up back here and get lost in the sauce.
Oh, and I noticed that the wifi signal is definitely stronger with the XB7, which is supposed to be one of the benefits. Since my gateway is on the 3rd floor, I've always had to use an extender to hit some dead spots. I'm hoping I'll be able to disconnect the extender, but I'll wait a week or so before doing so.
My XB7 self install went smoothly. The instructions require the mobile xFi app to do the installation/activation, so you'll need to download it to your phone if you don't already have it.
The only problem I had was operater error. I turn off my phone's cell data when I'm home because I have lousy cell service in the house, and I use wifi calling. So once I plugged in the new gateway, I wasn't communicating via the xFi app to my Comcast account. Once I turned on cell data, activation went well. Rookie mistake hahaha.
A question for those who have upgraded to the XB7:
I'm glad to hear that the gateway upgrade has resolved this problem. My question is, how smoothly did your upgrade go-- were there any glitches of any sort during your self-install?
Although in principle I have no concerns about getting a new gateway from the Comcast store and doing a self-install (I've done this sort of thing before, although not with Comcast), I did have an experience last year that gives me some concern.
About a year ago my original XB6 started to drop connections. Comcast sent out a tech who diagnosed that the XB6 was flaky (which I presumed was the case) and he brought in a new one from the truck. But the installation was anything but plug & play-- he spent about 30 minutes on the phone with the mother ship getting the new unit set up. Lots of back and forth serial #'s and id's and countless re-starts. Eventually it did all come together and it's been fine until the current problem arose (which clearly is not an issue with my specific unit-- all of us here are having this problem).
I asked him about this and he said, "Yeah, it's supposed to be plug & play. About 50% of the time it is. You're in the other 50%."
What's been your experience? Since I've seen no complaints, I'm presuming that the tech's statement of (only) 50% being plug & play was an exaggeration, but I thought I'd check.
Greg-- glad that your upgrade went smoothly. Hopefully mine will too, when I get to this. I already have the xFi app on my phone and I have strong cell data service at home so that shouldn't be a problem.
Nice that the wireless signal is stronger throughout the house with the new unit. I don't currently have a problem in that regard, but stronger is always better.
Although I hope I'm mistaken, my current view is that there is no reason to have confidence that Comcast is going to fix this. We see no sign of any Comcast activity on this issue and we no longer see any comments from Comcast people about this issue.
So it appears that those of us who want this fixed will have to accomplish that by swapping out the gateway. It would be less expensive for Comcast if they'd just fix this and it would improve customer satisfaction as well. I'd even be willing to wait a bit for the actual fix if I saw an indication that this was being worked on.
If someone from Comcast could offer a comment about the status of this problem, I'm sure that all of us on this thread would greatly appreciate it. If it is being worked on, that's great-- we'd be happy to know that. If it's not being worked on, please let us know that too.
Comcast needs to fix this. They obviously pushed out some sort of firmware change to certain perfectly funtional XB6 modems that prevents them from properly initiating ethernet connections on wake or restart. I assist several people with their computer issues, some of them are elderly, and many are not able to trudge down to the Xfinity store to exchange modems that worked perfectly fine a few weeks ago. Not to mention the pain of having to reconnect everything and update all of their household device connections. Nor can they properly explain their problems to uneducated Xfinity support reps. In all the cases I'm aware of, no one is having WiFi issues so the modems are perfectly fine and should be able to be updated as they were working fine a few weeks ago.
I have a Mac and XB7 (Technicolor CGM4331COMSerial #: 989D5D85B0AF). My problem started when I got the XB7. I had no problem with the delay after sleep with the XB6. As others have said, not a major problem, but it is a tad annoying. My first thought was that it might be a function of the security on the Gateway but I am not getting the delay with WiFi.
Well, you're the second person in our thread with a Technicolor XB7 having the same issue. Just wondering: When did you get the XB7? And was the delay present from the very beginning, or did it happen sometime after? And if it started after a period of time, about when did it start?
None of us with a Technicolor XB6 had this issue until mid December or so. And for anyone who recently (over the last 1-2 weeks) upgraded to a Technicolor XB7 to resolve the issue has reported that the issue has returned. At least not yet.
No one has reported the delay using wifi. Only with ethernet.
Steve had suggested in the original post that, for those who upgraded to the Technicolor XB7 to resolve this issue, the problem may return in time with a subsequent Comcast firmware push. Sounds like he could be spot-on. The timing of your issue might be helpful.
To my knowledge, I'm the only one in the thread who got an Arris XB7.
Maybe a Technicolor issue? So far, the Technicolor XB6 and XB7 seem to be the only manufacturer folks have reported. Then again, it could just be that there just a lot more Technicolor than Arris gateways out there.
For ctontar and anyone else who is interested, this is the orginal thread started back on 12/14/20 regarding this issue. There was a lot of info in that thread. It has since been "locked" by Comcast, which is why this current thread was started:
hjens
Contributor
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31 Messages
4 years ago
Tx to g-hodgson for drawing our attentionto this. It should also be noted that many "agents" wandering around your local Comcast store, like the one I asked, do not know who made the modem they give you, Arris or Technicolor. The one I got was an XB7-T, so I assumed the T stood for Technicolor, with a Gateway of CGM4331COM, and the receipt said it was a Model 37.
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g-hodgson
Contributor
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257 Messages
4 years ago
I think it's worth noting that there are two manufacturers of the XB7, Technicolor and Arris. (That's also true for the XB6). The XB6 is black, regardless of the manufacturer. The XB7 is white, regardless of the maufacturer. I have the Arris and it's working fine. This Xfinity article has the model numbers: Overview of Xfinity Gateways – Xfinity
The Arris model # begins with TG. The Technicolor model # begins with CGM.
I point this out because a number of commenters said they upgraded to the Technicolor XB7 and it resolved the delay problem. However, earlier in this thread, badcrab posted on 1/4 at 5:00pm that he/she has the Technicolor (CGM) XB7 and has the delay problem. I'm not sure what to make of that, but it is something to keep in mind if you get a new XB7 and the problem persists.
I think every commenter in the earlier locked thread (and in this thread), said they had/have the Technicolor XB6. I don't recall anyone stating they had the Arris XB6. Again, just something to keep in mind.
At this point, I just have this feeling Comcast may not do anything to resolve the XB6 issue. Hopefully I'm wrong...
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g-hodgson
Contributor
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257 Messages
4 years ago
Thanks, hjens. Sounds logical that the "T" in the model number XB7-T identifies it as Technicolor.
I just looked at the bottom of my Arris XB7. It doesn't have model number XB7 on the sticker, but the PN does identify it as a TG4482A (Arris). So, if anyone does decide to exhange their XB6 for an XB7 at a Xfinity store, in efforts of resolving this issue, you should be able to identify it BEFORE you leave the store.
Again, this delay issue may not exist in EITHER the Arris or Technicolor XB7. It appears that everyone who has upgraded to the Technicolor XB7 is doing okay...with the exception of badcrab.
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badcrab
Frequent Visitor
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7 Messages
4 years ago
As my issue remains unresolved and is reasonably different at this point than the majority issue (I have the only non XB6 experiencing the connection delay and therefore also the only one without a potential resolution via hardware upgrade,) I am going to start a separate thread with the intention of getting Comcast Technical Support to create a ticket for my issue. I received no response when I reached out directly to the support agents in the previously locked thread.
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g-hodgson
Contributor
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257 Messages
4 years ago
Understand. If you're going to start a new thread on this, and want to keep it separate from this thread in hopes of drawing attention to your specific situation, you might want to state so in your comment.
Reason: A number of the separate threads started on this problem have been merged together into this thread. That also happened in the original locked thread. Your's might end up back here and get lost in the sauce.
Just a thought.
Good luck!
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g-hodgson
Contributor
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257 Messages
4 years ago
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g-hodgson
Contributor
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257 Messages
4 years ago
My XB7 self install went smoothly. The instructions require the mobile xFi app to do the installation/activation, so you'll need to download it to your phone if you don't already have it.
The only problem I had was operater error. I turn off my phone's cell data when I'm home because I have lousy cell service in the house, and I use wifi calling. So once I plugged in the new gateway, I wasn't communicating via the xFi app to my Comcast account. Once I turned on cell data, activation went well. Rookie mistake hahaha.
Hope that makes sense.
Good luck!
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SteveWW
Contributor
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83 Messages
4 years ago
A question for those who have upgraded to the XB7:
I'm glad to hear that the gateway upgrade has resolved this problem. My question is, how smoothly did your upgrade go-- were there any glitches of any sort during your self-install?
Although in principle I have no concerns about getting a new gateway from the Comcast store and doing a self-install (I've done this sort of thing before, although not with Comcast), I did have an experience last year that gives me some concern.
About a year ago my original XB6 started to drop connections. Comcast sent out a tech who diagnosed that the XB6 was flaky (which I presumed was the case) and he brought in a new one from the truck. But the installation was anything but plug & play-- he spent about 30 minutes on the phone with the mother ship getting the new unit set up. Lots of back and forth serial #'s and id's and countless re-starts. Eventually it did all come together and it's been fine until the current problem arose (which clearly is not an issue with my specific unit-- all of us here are having this problem).
I asked him about this and he said, "Yeah, it's supposed to be plug & play. About 50% of the time it is. You're in the other 50%."
What's been your experience? Since I've seen no complaints, I'm presuming that the tech's statement of (only) 50% being plug & play was an exaggeration, but I thought I'd check.
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SteveWW
Contributor
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83 Messages
4 years ago
Greg-- glad that your upgrade went smoothly. Hopefully mine will too, when I get to this. I already have the xFi app on my phone and I have strong cell data service at home so that shouldn't be a problem.
Nice that the wireless signal is stronger throughout the house with the new unit. I don't currently have a problem in that regard, but stronger is always better.
Although I hope I'm mistaken, my current view is that there is no reason to have confidence that Comcast is going to fix this. We see no sign of any Comcast activity on this issue and we no longer see any comments from Comcast people about this issue.
So it appears that those of us who want this fixed will have to accomplish that by swapping out the gateway. It would be less expensive for Comcast if they'd just fix this and it would improve customer satisfaction as well. I'd even be willing to wait a bit for the actual fix if I saw an indication that this was being worked on.
If someone from Comcast could offer a comment about the status of this problem, I'm sure that all of us on this thread would greatly appreciate it. If it is being worked on, that's great-- we'd be happy to know that. If it's not being worked on, please let us know that too.
--Steve
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g-hodgson
Contributor
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257 Messages
4 years ago
Agree 100%, Steve. Fixing it does seem like the logical and cost effective approach. A little feedback would be helpful, too.
Good luck with your swap out, if you do decide to take that route!
Greg
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corgi11
Problem Solver
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982 Messages
4 years ago
Any Updates on this issue at all?
Thanks
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traber
Contributor
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30 Messages
4 years ago
Comcast needs to fix this. They obviously pushed out some sort of firmware change to certain perfectly funtional XB6 modems that prevents them from properly initiating ethernet connections on wake or restart. I assist several people with their computer issues, some of them are elderly, and many are not able to trudge down to the Xfinity store to exchange modems that worked perfectly fine a few weeks ago. Not to mention the pain of having to reconnect everything and update all of their household device connections. Nor can they properly explain their problems to uneducated Xfinity support reps. In all the cases I'm aware of, no one is having WiFi issues so the modems are perfectly fine and should be able to be updated as they were working fine a few weeks ago.
COMCAST FIX THIS ISSUE PLEASE.
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ctontar
Regular Visitor
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3 Messages
4 years ago
I have a Mac and XB7 (Technicolor CGM4331COMSerial #: 989D5D85B0AF). My problem started when I got the XB7. I had no problem with the delay after sleep with the XB6. As others have said, not a major problem, but it is a tad annoying. My first thought was that it might be a function of the security on the Gateway but I am not getting the delay with WiFi.
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g-hodgson
Contributor
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257 Messages
4 years ago
Thanks, ctontar.
Well, you're the second person in our thread with a Technicolor XB7 having the same issue. Just wondering: When did you get the XB7? And was the delay present from the very beginning, or did it happen sometime after? And if it started after a period of time, about when did it start?
None of us with a Technicolor XB6 had this issue until mid December or so. And for anyone who recently (over the last 1-2 weeks) upgraded to a Technicolor XB7 to resolve the issue has reported that the issue has returned. At least not yet.
No one has reported the delay using wifi. Only with ethernet.
Steve had suggested in the original post that, for those who upgraded to the Technicolor XB7 to resolve this issue, the problem may return in time with a subsequent Comcast firmware push. Sounds like he could be spot-on. The timing of your issue might be helpful.
To my knowledge, I'm the only one in the thread who got an Arris XB7.
Maybe a Technicolor issue? So far, the Technicolor XB6 and XB7 seem to be the only manufacturer folks have reported. Then again, it could just be that there just a lot more Technicolor than Arris gateways out there.
What a pain...
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g-hodgson
Contributor
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257 Messages
4 years ago
For ctontar and anyone else who is interested, this is the orginal thread started back on 12/14/20 regarding this issue. There was a lot of info in that thread. It has since been "locked" by Comcast, which is why this current thread was started:
Delayed Ethernet Connection - Xfinity Help and Support Forums - 3394865
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