I put in a complaint to the FCC and Comcast was served with it on February 2. That is the day I was first contacted by the engineer. I believe this is the only reason there was an effort to reach out to me and solve the issue and or show that it was being worked on.
There are penalties and fines associated with bad service once the FCC gets involved. They have 30 days to get something going once served before those penalties begin to kick in.
@BlackTriad -- thanks for the updated info. Glad to see that the fix is on the way, although apparently it will take a few weeks to get to everyone. Knowing that they've acknowledged the problem and they've fixed it is reassuring, even if we don't yet have the fix.
Meanwhile I hope they are able to keep you on the repaired firmware version via their exception list. It appears that they use a peculiar algorithm for their overnight scans and they require everyone's firmware to be on the designated "current" version no matter what; what they should do is leave a gateway alone if it is on a later version.
Today the problem has returned. I would be fired if I caused a problem and didn't solve it for two months. The engineer told me there were so many bug fixes that he wasn't sure if our problem fix was in that package or not. They should just roll us back to the firmware that worked until they can get a fix.
Here is some excerpts from my correspondance with the engineer. It should answer some questions y'all had. Looks like a couple more weeks for the entire country to get the fix.
Sent: Tuesday, February 2, 2021 11:40
Hi Erik,
The update you pushed seems to have fixed the delayed connection issue. Cold boot connection time is 0 to 1 second. Restart connection time is instant or so quick that I can’t measure it. Wake on Lan connection time I did not measure. I have all power saving options off on the desktop.
Thank your team for me and thank you. I will inform all the peeps on the thread that a fix is coming.
Chris
Sent: Tuesday, February 2, 2021 11:47 AM
Thank you for testing, you were quick! It just loaded as I was typing to you.
We launch fixes every couple of weeks and this one will be included. We really appreciate the feedback to find the bug and your patience with our fixes.
Erik
Sent: Wednesday, February 3, 2021 9:54:11 AM
Erik,
Today the problem is back. Same delayed internet connection.
Chris
Sent: Wednesday, February 3, 2021 10:03 AM
Did the firmware revert to previous?
Sent: Wednesday, February 3, 2021 10:10:34 AM
Yes, it did. I wasn’t expecting that but I suppose I should have. Any idea when those fixes will be pushed to all XB6’s in the country? Is there a parallel fix for the Technicolor XB7 as well?
Sent: Wednesday, February 3, 2021 10:15:00 AM
Yes. Those fixes are for all XB gateways and will be at 100% in the next couple of weeks. It rolls in stages. I'll see if I can add your device to an exclusion list to remain on the new FW version.
So, when a reply is posted on this thread, I receive an email notification. Over the past hour or so, when I click on the thread link in the email I receive, I get an "access denied" message. The only way I can post now is to search through the Forum for the thread...which is how I'm able to post this message.
I'm guessing I'll soon be banned from this Forum, or at least from this thread. Kinda the way the world works nowadays. (Btw, I'm the person who started the now-locked original thread back in mid December.) I haven't said anything that would warrant this action...unless Comcast has decided that trying to help other Comcast customers is a no-no.
I'll probably get a f/w push tonight that will make the ethernet delay problem return for me...lol. If they do, Verizon as an alternative.
You are not alone. I am receiving multiple emails of the same post and when I click on link I get the "access denied" message . I also am mining thru the forum to find the thread so I can reply to you ..
Hey guys, my fault. The reason you're getting Access Denied when clicking on the link in the email notification is because those specific postings were deleted by Comcast. Find an earlier email from yesterday (one where the post wasn't deleted) and click on that link and it should work.
Hello @ChuckTC -- thanks for providing this information. Yes, your model CGM4331COM is an XB7 manufactured by Technicolor. I've added your information to the spreadsheet that I've compiled for those of us with the "slow connection" problem. You have the same firmware that every other XB7 "slow connection" user on this thread has.
Likewise, there are a bunch of XB6 users with this problem (including me) who have the same firmware version as one another (but different from that of the XB7).
I think we've developed compelling evidence that this problem is due to bad firmware. In fact, a few days ago one of the people here reported that a Comcast tech pushed out to him a new firmware version which resolved this problem. So there's good reason to expect updated firmware to be pushed out (in stages, it may take a while) which will fix this issue.
Are you still experiencing the internet slowdowns and service drop-outs? As far as I'm aware, those problems are not related to the slow connection issue that we are discussing here. If you do have those other problems--and if Comcast has not been able to diagnose a hardware problem remotely-- then I'd suggest you follow up again with Comcast on those issues. I would not expect the service drop-outs to be resolved when the slow connection problem is fixed. I'm going to guess that you had those problems for some other reason and then your firmware got updated to 4.6p2s1 which is when you also started to experience the slow connections.
I'd just like to add my info to the list of users having this delay. We started having random internet slowdowns and service dropouts (both ethernet and WiFi) in December, but at that point still had an "instant-on" connection when starting up or waking up our devices. In the past couple of weeks, both ethernet-connected PCs have a delay of at least 30 to 40 seconds before a connection is established. A few times, the wait has been longer than a minute.
I did contact Comcast tech support in late December or early January (before the delayed connection issue started). The rep performed the usual modem restart, diagnostic report from their end, etc. The rep concluded that the unreliable service was being caused by our ethernet cables. And if I didn't agree, a technician would be sent to our home, for a fee.
If I read the thread info correctly, I believe we have a Technicolor XB7? I'm happy to provide more info or details, if it would help. Good luck to all in getting this resolved!
A few weeks ago, we were experiencing slow speeds and dropped connections...on top of the delayed ethernet connection. Frustrating. Had to do my own troubleshooting.
Turns out that they had limited my 1Gbps to 35Mbps. It was that way for over a week!
High demand with folks working from home and kids attending school virtually. They had to trench a new line and put us on another node.
BlackTriad
Frequent Visitor
•
16 Messages
4 years ago
@SteveWW
I put in a complaint to the FCC and Comcast was served with it on February 2. That is the day I was first contacted by the engineer. I believe this is the only reason there was an effort to reach out to me and solve the issue and or show that it was being worked on.
There are penalties and fines associated with bad service once the FCC gets involved. They have 30 days to get something going once served before those penalties begin to kick in.
0
SteveWW
Contributor
•
83 Messages
4 years ago
@BlackTriad -- thanks for the updated info. Glad to see that the fix is on the way, although apparently it will take a few weeks to get to everyone. Knowing that they've acknowledged the problem and they've fixed it is reassuring, even if we don't yet have the fix.
Meanwhile I hope they are able to keep you on the repaired firmware version via their exception list. It appears that they use a peculiar algorithm for their overnight scans and they require everyone's firmware to be on the designated "current" version no matter what; what they should do is leave a gateway alone if it is on a later version.
0
BlackTriad
Frequent Visitor
•
16 Messages
4 years ago
Today the problem has returned. I would be fired if I caused a problem and didn't solve it for two months. The engineer told me there were so many bug fixes that he wasn't sure if our problem fix was in that package or not. They should just roll us back to the firmware that worked until they can get a fix.
Here is the software version today:
0
0
BlackTriad
Frequent Visitor
•
16 Messages
4 years ago
Here is some excerpts from my correspondance with the engineer. It should answer some questions y'all had. Looks like a couple more weeks for the entire country to get the fix.
Sent: Tuesday, February 2, 2021 11:40
Hi Erik,
The update you pushed seems to have fixed the delayed connection issue. Cold boot connection time is 0 to 1 second. Restart connection time is instant or so quick that I can’t measure it. Wake on Lan connection time I did not measure. I have all power saving options off on the desktop.
Thank your team for me and thank you. I will inform all the peeps on the thread that a fix is coming.
Chris
Sent: Tuesday, February 2, 2021 11:47 AM
Thank you for testing, you were quick! It just loaded as I was typing to you.
We launch fixes every couple of weeks and this one will be included. We really appreciate the feedback to find the bug and your patience with our fixes.
Erik
Sent: Wednesday, February 3, 2021 9:54:11 AM
Erik,
Today the problem is back. Same delayed internet connection.
Chris
Sent: Wednesday, February 3, 2021 10:03 AM
Did the firmware revert to previous?
Sent: Wednesday, February 3, 2021 10:10:34 AM
Yes, it did. I wasn’t expecting that but I suppose I should have. Any idea when those fixes will be pushed to all XB6’s in the country? Is there a parallel fix for the Technicolor XB7 as well?
Sent: Wednesday, February 3, 2021 10:15:00 AM
Yes. Those fixes are for all XB gateways and will be at 100% in the next couple of weeks. It rolls in stages. I'll see if I can add your device to an exclusion list to remain on the new FW version.
0
g-hodgson
Contributor
•
257 Messages
4 years ago
Yeesh, sorry to hear that BlackTriad. Yeah, that is the f/w version many have.
0
0
SteveWW
Contributor
•
83 Messages
4 years ago
Excellent! That is very helpful. Thanks.
0
g-hodgson
Contributor
•
257 Messages
4 years ago
So, when a reply is posted on this thread, I receive an email notification. Over the past hour or so, when I click on the thread link in the email I receive, I get an "access denied" message. The only way I can post now is to search through the Forum for the thread...which is how I'm able to post this message.
I'm guessing I'll soon be banned from this Forum, or at least from this thread. Kinda the way the world works nowadays. (Btw, I'm the person who started the now-locked original thread back in mid December.) I haven't said anything that would warrant this action...unless Comcast has decided that trying to help other Comcast customers is a no-no.
I'll probably get a f/w push tonight that will make the ethernet delay problem return for me...lol. If they do, Verizon as an alternative.
Very sad.
0
hjens
Contributor
•
31 Messages
4 years ago
Same here. "Access denied" on the link but I can still sign on to pay my bill and hunt for the thread in my account.
0
0
fiero44
Contributor
•
24 Messages
4 years ago
You are not alone. I am receiving multiple emails of the same post and when I click on link I get the "access denied" message . I also am mining thru the forum to find the thread so I can reply to you ..
0
g-hodgson
Contributor
•
257 Messages
4 years ago
Hey guys, my fault. The reason you're getting Access Denied when clicking on the link in the email notification is because those specific postings were deleted by Comcast. Find an earlier email from yesterday (one where the post wasn't deleted) and click on that link and it should work.
A little birdie clued me in to this...
0
g-hodgson
Contributor
•
257 Messages
4 years ago
I suggest you save yourself some money and don't let them send out a tech. But that's your call.
0
SteveWW
Contributor
•
83 Messages
4 years ago
Hello @ChuckTC -- thanks for providing this information. Yes, your model CGM4331COM is an XB7 manufactured by Technicolor. I've added your information to the spreadsheet that I've compiled for those of us with the "slow connection" problem. You have the same firmware that every other XB7 "slow connection" user on this thread has.
Likewise, there are a bunch of XB6 users with this problem (including me) who have the same firmware version as one another (but different from that of the XB7).
I think we've developed compelling evidence that this problem is due to bad firmware. In fact, a few days ago one of the people here reported that a Comcast tech pushed out to him a new firmware version which resolved this problem. So there's good reason to expect updated firmware to be pushed out (in stages, it may take a while) which will fix this issue.
Are you still experiencing the internet slowdowns and service drop-outs? As far as I'm aware, those problems are not related to the slow connection issue that we are discussing here. If you do have those other problems--and if Comcast has not been able to diagnose a hardware problem remotely-- then I'd suggest you follow up again with Comcast on those issues. I would not expect the service drop-outs to be resolved when the slow connection problem is fixed. I'm going to guess that you had those problems for some other reason and then your firmware got updated to 4.6p2s1 which is when you also started to experience the slow connections.
0
ChuckTC
Frequent Visitor
•
36 Messages
4 years ago
Hello everyone -
I'd just like to add my info to the list of users having this delay. We started having random internet slowdowns and service dropouts (both ethernet and WiFi) in December, but at that point still had an "instant-on" connection when starting up or waking up our devices. In the past couple of weeks, both ethernet-connected PCs have a delay of at least 30 to 40 seconds before a connection is established. A few times, the wait has been longer than a minute.
I did contact Comcast tech support in late December or early January (before the delayed connection issue started). The rep performed the usual modem restart, diagnostic report from their end, etc. The rep concluded that the unreliable service was being caused by our ethernet cables. And if I didn't agree, a technician would be sent to our home, for a fee.
Modem info:
0
g-hodgson
Contributor
•
257 Messages
4 years ago
Turns out that they had limited my 1Gbps to 35Mbps. It was that way for over a week!
High demand with folks working from home and kids attending school virtually. They had to trench a new line and put us on another node.
Sign of the times, I guess.
0
0