Subscribing as I'm having the same ethernet delay issue with a new XB7:
Upgraded my XB6 to the new XB7 and experiencing a 30 second delay after waking up my brand new Windows 10 desktop...which is connected directly to one of the ethernet ports on the XB7 gateway.
I did not have this issue with the XB6. Same computer, cables, setup. Only thing that's changed is my Xfinity gateway to the latest model. I wasted all sorts of time troubleshooting this issue by messing with NIC sleep settings in Windows, tried a brand new new ethernet cable, etc. and no change. My PC goes to sleep, I come back and hour later, wake it up, see the globe on the taskbar for 30 or so seconds and then get connected.
My Gateway info:
Model: CGM4331COM
Vendor: Technicolor
Revision: 2.0
Firmware: CGM4331COM_4.6p2s1_PROD_sey
At this point I'm very frustrated. As I remotely support users I cannot be on the phone and tell my clients to please wait 30 seconds while I get online. What's the answer? Possibly a bad modem?Should I try and obtain the Arris verison of the XB7? Thank you for any insight!
Thanks for joining the thread @jmah20 . I've added your information to the spreadsheet I've compiled so that as much relevant information as possible is in one place. This spreadsheet has been made available to Comcast support but it's not at all clear how much effort they have spent on this problem. Most of us had this problem start in mid-December and we've been grappling with it ever since. I'm very, very close to having run out of patience.
You have the same firmware version as do three other XB7 uisers who have reported this problem. The symptoms you describe match perfectly with what the rest of us have encountered. We have more XB6's than XB7's here but both exhibit the problem. My spreadsheet clearly shows that the problem appears to be correlated with the firmware version on the device but so far it appears that Comcast is uninterested in that important fact--they continue to talk about wanting to run tests on individual gateways even though it is abundantly clear that this is not a problem with anyone's specific gateway. It almost certainly is a firmware problem.
What can you do? We have only one data point on this, but one person here replaced his XB6 (which started having this problem in mid-December) with an XB7 made by Arris, and that has worked well for him. (As far as I know, he did not request the Arris version, it was just randomly given to him.) It appears that the XB7 made by Technicolor is more prevalent and I can see from your firmware that's the one you have-- it might be difficult to get the Arris version but given your urgent need it might be worth trying. If you do go that route, please keep us informed here about your results.
You might also want to call Comcast support and have your own ticket written up for this. Perhaps additional tickets will lead to more attention to this problem.
Please stay in touch with this thread and keep us informed.
Thank you very much for the info Steve! I'm going to call Comcast this evening and will report how I make out.
Curious...I'm going to assume this wouldn't make any difference, but do you know if the issue still exist if the device (computer) is connected to a port on an unmanaged switch vs directly to the gateway? I'm on the road today and thought of this while driving and was going to try when I arrived home. I know the switch is basically sharing the gateway port...so it really shouldn't make a difference.
Great info...Thanks Greg! My old XB6 was plugged into an unmanaged gigabit switch since it only contained two ethernet ports in the gateway, so I do have one.
I was trying to utilize the four ethernet ports on the XB7, so if the switch works I'll be a happy camper. I will try this evening and report back. Thanks again!
I think I can answer that question about the switch.
I do recall that in the original thread (which got locked by Comcast), we did have a user with an unmanaged switch who DID NOT have the problem. But when he plugged directly into the gateway from his PC, he did have the problem. So the switch appears to be another way to correct this for you since it's so urgent. Stinks that you have to spend money on one (if you don't already have one).
My pleasure, jmah20! Below are the 2 posts from our original thread from ScottinCO, which referenced his success with an unmanaged switch. The only difference is that he was using an XB6 versus the XB7. But I'm guessing/hoping you'll also have success with it. Let us know how you make out.
I'm experiencing this same issue with a PC directly connected to the xfinity modem. I moved the PC connection to a switch connected to the second jack on the modem and the problem went away. I have another PC connected via ethernet through the switch and noticed it was not having the network connection delay after coming out of sleep, so tried it with my main PC and they are both behaving correctly. Not a fix, but at least a workaround.
I tested this again this morning just to make sure it wasn't a fluke and am getting the same good results using a switch. It is a TP-Link TL-SG108, a simple 8-port unmanaged switch. When I connect my desktop PC directly to the modem and put the PC to sleep, the green link light on the modem port goes amber, and it takes 30 seconds to reconnect network when waking up the PC. When connected through the switch it connects immediately. The green link light on the switch stays on when the PC is in sleep mode. The firmware on my Xfinity modem is CGM4140COM_4.4p6s1_PROD_sey.
Greg...you're the man! That's my exact issue! Thanks so much for taking the time to look up those old posts!! I can't wait to arrive home and try this out! I will report back.
For what it's worth, jmah20, I'd be willing to bet you would've been experiencing this same problem with your XB6...had you NOT been using the switch! Just wondering, did you have your new XB7 shipped to you? If so, it was probably pre-loaded with defective firmware from the factory/depot since your problem began right away. If you got it from a local Xfinity store, it was probably a "fresher" shipment they recently received...therefore bad firmware.
I think it's important to note that, yes, we do have 2-3 Technicolor XB7 users who have the problem. But if memory serves me, they had their XB7s BEFORE the problems started in mid December. So, unfortunately, they ended up being recipients of the firmware push that started the problem.
We also have other Technicolor XB7 users who got them AFTER the problems started with their XB6s, and their XB7s are still working okay. And if I'm not mistaken, they got them from their local Xfinity store. Meaning they had probably been sitting in stock at the store with older firmware, before the problem began, and haven't received any pushes to re-introduce the problem
And we have one Technicolor XB6 user who had the problem, which has now been resolved with a very recent firmware upgrade. I think that was corgi11? So there is hope that future firmware upgrades will resolve this for everyone, but it's slow in coming...
I'm the only person on this thread who has an Arris XB7 (which I upgraded from my Technicolor XB6 which had the problem). I've not had the problem since I got it 2-3 weeks ago. But my firmware has recently been upgraded and everything is still okay on my end, so I'm hopefull that future firmware upgrades won't take me backwards!
Yeah, sorry I got a little long-winded there. I was trying to point out that it appears the different results we're seeing with the XB7s seems to depend on when folks got them. Steve has been a great data compiler and troubleshooter, and has pointed us (and Comcast) in the direction of the f/w. There seems to be little rationale (at least to us users) as to why there are so many different firmware versions out there!
You could go to your local Xfinity store and still end up with an XB7 that has the problem, if it has newer f/w loaded in it. If the switch works as a work-around, I would personally just stick with it until this is fixed. Save yourself the aggravation! Who knows, you might get a gateway that works at first, but then receive a f/w push which re-introduces the problem again!
I did try the other port on my old XB6 and it didn't matter. Haven't had to try another port on my XB7, since it's working fine.
My XB7 was shipped to be, and the upgrade started by running a speed to gateway test inside the Xfi app. The result of that test on my XB6 was "You're Due for an Upgrade" so I proceeded and ordered the XB7 through the app.
Are you saying John we would be better off getting the gateway directly from the store? I have one ten minutes from my house...so if my testing fails this eveing I will go in person to swap it out.
Has anyone experimented with trying the individual ports (1 vs. 2 vs. 3 vs. 4) to see if it produced the same result?
Does your spreadsheet include users from the first thread, which was locked in early January? I believe there were at least 2 or 3 who upgraded to XB7s very early on, and their problem was resolved. Haven't heard anything from them since then, so I'm guessing they're still good to go.
Hello @tfs128 and welcome to a club you never wanted to join. Thanks for providing the specs of your gateway; I've added that info to the master spreadsheet.
If you haven't already done so, I suggest you read my post from 12:31 pm today for some additional background on where things are. Of course the rest of the thread is there too, as your time permits.
Please keep in touch with this thread so we can keep one another informed of developments.
Here is some current summary info, just to update everyone:
1. XB6's:
a) 12 people with XB6's have reported this problem on this thread (this includes one person who joined today).
b) One of these 12 people saw the problem go away with a firmware upgrade that was pushed out by Comcast. That happened on 1/22/21.
c) Two of the original people dropped their XB6 and switched to XB7's which have been problem-free.
d) So we currently have (on this thread) 9 people with XB6's (all made by Technicolor) who still have this problem. Every one of these gateways has the same firmware: 4.4p6s1.
e) Both ethernet ports exhibit this problem. I have this configuration (two PC's connected) so I can attest to that. Others have reported the same, including scenarios of trying just one port at a time--both ports have the problem.
f) One XB6 user has reported that using a switch made the problem go away. He connected a PC to the switch and connected the switch to the gateway. Another user here plans to try the same work-around tonight and will let us know what happens. If anyone else has a switch available (I don't), it would be great if you could try this and report the results.
2. XB7's
a) We currently have 6 people with XB7's on this thread (this includes one person who joined today).
b) Two of those people do NOT have this problem-- they are the people who switched to an XB7 after they experienced the connection problem on their XB6. One of these XB7's is made by Arris and the other is made by Technicolor. No reported problems with these units.
c) Four XB7 users DO have this connection problem. All four units are made by Technnicolor and have the same firmware: 4.6p2s1
d) The Technicolor XB7 that does NOT have this problem (as noted in 2(b)) has an earlier firmware version: 4.4p12s1
e) I believe that the XB7 has 4 ethernet ports. I don't believe that any of the four XB7 people with this problem have reported whether more than one port exhibits the problem (my guess is that all four ports would exhibit the problem but that's just a guess--we have no data).
Our overall population includes two Macs; the rest are PC's. To the best of my knowledge all the PC's are running Windows 10 although one person tested an older Windows 7 PC and found the same connection problem with his XB6. So this problem does not appear to be due to a PC/Windows issue or a Mac issue.
If anyone has any additional information to report, please post it here. Thanks.
Yes, the information I posted earlier includes everything I have, including info from the original (now locked) thread. Two of the people on the spreadsheet have XB6's with the problem but they never posted their firmware revision and they appear to have lost touch with us so I do not know their current status.
My spreadsheet shows only two people who upgraded to the XB7 and are now trouble-free: One is you and the other is hjens. On the chance that I missed someone I'll make another review of the original thread and will update my data accordingly. I probably won't get to that until tomorrow.
jmah20
Frequent Visitor
•
13 Messages
4 years ago
Hello-
Subscribing as I'm having the same ethernet delay issue with a new XB7:
Upgraded my XB6 to the new XB7 and experiencing a 30 second delay after waking up my brand new Windows 10 desktop...which is connected directly to one of the ethernet ports on the XB7 gateway.
I did not have this issue with the XB6. Same computer, cables, setup. Only thing that's changed is my Xfinity gateway to the latest model. I wasted all sorts of time troubleshooting this issue by messing with NIC sleep settings in Windows, tried a brand new new ethernet cable, etc. and no change. My PC goes to sleep, I come back and hour later, wake it up, see the globe on the taskbar for 30 or so seconds and then get connected.
My Gateway info:
Model: CGM4331COM
Vendor: Technicolor
Revision: 2.0
Firmware: CGM4331COM_4.6p2s1_PROD_sey
At this point I'm very frustrated. As I remotely support users I cannot be on the phone and tell my clients to please wait 30 seconds while I get online. What's the answer? Possibly a bad modem?Should I try and obtain the Arris verison of the XB7? Thank you for any insight!
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SteveWW
Contributor
•
83 Messages
4 years ago
Thanks for joining the thread @jmah20 . I've added your information to the spreadsheet I've compiled so that as much relevant information as possible is in one place. This spreadsheet has been made available to Comcast support but it's not at all clear how much effort they have spent on this problem. Most of us had this problem start in mid-December and we've been grappling with it ever since. I'm very, very close to having run out of patience.
You have the same firmware version as do three other XB7 uisers who have reported this problem. The symptoms you describe match perfectly with what the rest of us have encountered. We have more XB6's than XB7's here but both exhibit the problem. My spreadsheet clearly shows that the problem appears to be correlated with the firmware version on the device but so far it appears that Comcast is uninterested in that important fact--they continue to talk about wanting to run tests on individual gateways even though it is abundantly clear that this is not a problem with anyone's specific gateway. It almost certainly is a firmware problem.
What can you do? We have only one data point on this, but one person here replaced his XB6 (which started having this problem in mid-December) with an XB7 made by Arris, and that has worked well for him. (As far as I know, he did not request the Arris version, it was just randomly given to him.) It appears that the XB7 made by Technicolor is more prevalent and I can see from your firmware that's the one you have-- it might be difficult to get the Arris version but given your urgent need it might be worth trying. If you do go that route, please keep us informed here about your results.
You might also want to call Comcast support and have your own ticket written up for this. Perhaps additional tickets will lead to more attention to this problem.
Please stay in touch with this thread and keep us informed.
--Steve
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jmah20
Frequent Visitor
•
13 Messages
4 years ago
Thank you very much for the info Steve! I'm going to call Comcast this evening and will report how I make out.
Curious...I'm going to assume this wouldn't make any difference, but do you know if the issue still exist if the device (computer) is connected to a port on an unmanaged switch vs directly to the gateway? I'm on the road today and thought of this while driving and was going to try when I arrived home. I know the switch is basically sharing the gateway port...so it really shouldn't make a difference.
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jmah20
Frequent Visitor
•
13 Messages
4 years ago
Great info...Thanks Greg! My old XB6 was plugged into an unmanaged gigabit switch since it only contained two ethernet ports in the gateway, so I do have one.
I was trying to utilize the four ethernet ports on the XB7, so if the switch works I'll be a happy camper. I will try this evening and report back. Thanks again!
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g-hodgson
Contributor
•
257 Messages
4 years ago
I think I can answer that question about the switch.
I do recall that in the original thread (which got locked by Comcast), we did have a user with an unmanaged switch who DID NOT have the problem. But when he plugged directly into the gateway from his PC, he did have the problem. So the switch appears to be another way to correct this for you since it's so urgent. Stinks that you have to spend money on one (if you don't already have one).
Hope this helps.
Greg
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g-hodgson
Contributor
•
257 Messages
4 years ago
My pleasure, jmah20! Below are the 2 posts from our original thread from ScottinCO, which referenced his success with an unmanaged switch. The only difference is that he was using an XB6 versus the XB7. But I'm guessing/hoping you'll also have success with it. Let us know how you make out.
_________________________________________________________________
I'm experiencing this same issue with a PC directly connected to the xfinity modem. I moved the PC connection to a switch connected to the second jack on the modem and the problem went away. I have another PC connected via ethernet through the switch and noticed it was not having the network connection delay after coming out of sleep, so tried it with my main PC and they are both behaving correctly. Not a fix, but at least a workaround.
I tested this again this morning just to make sure it wasn't a fluke and am getting the same good results using a switch. It is a TP-Link TL-SG108, a simple 8-port unmanaged switch. When I connect my desktop PC directly to the modem and put the PC to sleep, the green link light on the modem port goes amber, and it takes 30 seconds to reconnect network when waking up the PC. When connected through the switch it connects immediately. The green link light on the switch stays on when the PC is in sleep mode. The firmware on my Xfinity modem is CGM4140COM_4.4p6s1_PROD_sey.
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jmah20
Frequent Visitor
•
13 Messages
4 years ago
Greg...you're the man! That's my exact issue! Thanks so much for taking the time to look up those old posts!! I can't wait to arrive home and try this out! I will report back.
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g-hodgson
Contributor
•
257 Messages
4 years ago
For what it's worth, jmah20, I'd be willing to bet you would've been experiencing this same problem with your XB6...had you NOT been using the switch! Just wondering, did you have your new XB7 shipped to you? If so, it was probably pre-loaded with defective firmware from the factory/depot since your problem began right away. If you got it from a local Xfinity store, it was probably a "fresher" shipment they recently received...therefore bad firmware.
I think it's important to note that, yes, we do have 2-3 Technicolor XB7 users who have the problem. But if memory serves me, they had their XB7s BEFORE the problems started in mid December. So, unfortunately, they ended up being recipients of the firmware push that started the problem.
We also have other Technicolor XB7 users who got them AFTER the problems started with their XB6s, and their XB7s are still working okay. And if I'm not mistaken, they got them from their local Xfinity store. Meaning they had probably been sitting in stock at the store with older firmware, before the problem began, and haven't received any pushes to re-introduce the problem
And we have one Technicolor XB6 user who had the problem, which has now been resolved with a very recent firmware upgrade. I think that was corgi11? So there is hope that future firmware upgrades will resolve this for everyone, but it's slow in coming...
I'm the only person on this thread who has an Arris XB7 (which I upgraded from my Technicolor XB6 which had the problem). I've not had the problem since I got it 2-3 weeks ago. But my firmware has recently been upgraded and everything is still okay on my end, so I'm hopefull that future firmware upgrades won't take me backwards!
Hang in there everyone!
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0
g-hodgson
Contributor
•
257 Messages
4 years ago
Joe,
Yeah, sorry I got a little long-winded there. I was trying to point out that it appears the different results we're seeing with the XB7s seems to depend on when folks got them. Steve has been a great data compiler and troubleshooter, and has pointed us (and Comcast) in the direction of the f/w. There seems to be little rationale (at least to us users) as to why there are so many different firmware versions out there!
You could go to your local Xfinity store and still end up with an XB7 that has the problem, if it has newer f/w loaded in it. If the switch works as a work-around, I would personally just stick with it until this is fixed. Save yourself the aggravation! Who knows, you might get a gateway that works at first, but then receive a f/w push which re-introduces the problem again!
I did try the other port on my old XB6 and it didn't matter. Haven't had to try another port on my XB7, since it's working fine.
Greg
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tfs128
Regular Visitor
•
3 Messages
4 years ago
Just moved in and had Xfinity installed. Noticed the delayed ethernet issue immediately upon booting up my PC connected via ethernet.
Hardware:
Software:
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jmah20
Frequent Visitor
•
13 Messages
4 years ago
My XB7 was shipped to be, and the upgrade started by running a speed to gateway test inside the Xfi app. The result of that test on my XB6 was "You're Due for an Upgrade" so I proceeded and ordered the XB7 through the app.
Are you saying John we would be better off getting the gateway directly from the store? I have one ten minutes from my house...so if my testing fails this eveing I will go in person to swap it out.
Has anyone experimented with trying the individual ports (1 vs. 2 vs. 3 vs. 4) to see if it produced the same result?
Thanks!
Joe
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0
g-hodgson
Contributor
•
257 Messages
4 years ago
Does your spreadsheet include users from the first thread, which was locked in early January? I believe there were at least 2 or 3 who upgraded to XB7s very early on, and their problem was resolved. Haven't heard anything from them since then, so I'm guessing they're still good to go.
Greg
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SteveWW
Contributor
•
83 Messages
4 years ago
Hello @tfs128 and welcome to a club you never wanted to join. Thanks for providing the specs of your gateway; I've added that info to the master spreadsheet.
If you haven't already done so, I suggest you read my post from 12:31 pm today for some additional background on where things are. Of course the rest of the thread is there too, as your time permits.
Please keep in touch with this thread so we can keep one another informed of developments.
Here is some current summary info, just to update everyone:
1. XB6's:
a) 12 people with XB6's have reported this problem on this thread (this includes one person who joined today).
b) One of these 12 people saw the problem go away with a firmware upgrade that was pushed out by Comcast. That happened on 1/22/21.
c) Two of the original people dropped their XB6 and switched to XB7's which have been problem-free.
d) So we currently have (on this thread) 9 people with XB6's (all made by Technicolor) who still have this problem. Every one of these gateways has the same firmware: 4.4p6s1.
e) Both ethernet ports exhibit this problem. I have this configuration (two PC's connected) so I can attest to that. Others have reported the same, including scenarios of trying just one port at a time--both ports have the problem.
f) One XB6 user has reported that using a switch made the problem go away. He connected a PC to the switch and connected the switch to the gateway. Another user here plans to try the same work-around tonight and will let us know what happens. If anyone else has a switch available (I don't), it would be great if you could try this and report the results.
2. XB7's
a) We currently have 6 people with XB7's on this thread (this includes one person who joined today).
b) Two of those people do NOT have this problem-- they are the people who switched to an XB7 after they experienced the connection problem on their XB6. One of these XB7's is made by Arris and the other is made by Technicolor. No reported problems with these units.
c) Four XB7 users DO have this connection problem. All four units are made by Technnicolor and have the same firmware: 4.6p2s1
d) The Technicolor XB7 that does NOT have this problem (as noted in 2(b)) has an earlier firmware version: 4.4p12s1
e) I believe that the XB7 has 4 ethernet ports. I don't believe that any of the four XB7 people with this problem have reported whether more than one port exhibits the problem (my guess is that all four ports would exhibit the problem but that's just a guess--we have no data).
Our overall population includes two Macs; the rest are PC's. To the best of my knowledge all the PC's are running Windows 10 although one person tested an older Windows 7 PC and found the same connection problem with his XB6. So this problem does not appear to be due to a PC/Windows issue or a Mac issue.
If anyone has any additional information to report, please post it here. Thanks.
--Steve
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SteveWW
Contributor
•
83 Messages
4 years ago
Greg,
Yes, the information I posted earlier includes everything I have, including info from the original (now locked) thread. Two of the people on the spreadsheet have XB6's with the problem but they never posted their firmware revision and they appear to have lost touch with us so I do not know their current status.
My spreadsheet shows only two people who upgraded to the XB7 and are now trouble-free: One is you and the other is hjens. On the chance that I missed someone I'll make another review of the original thread and will update my data accordingly. I probably won't get to that until tomorrow.
--Steve
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g-hodgson
Contributor
•
257 Messages
4 years ago
My problem is resolved, so far. But I continue to follow this situation because of the work you've done on behalf of all of us.
I know it's tough, but please hang in there...
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