Just to be sure that I'm recording this correctly:
Your XB7 does not have the slow connecting time problem-- in other words, it's working well? Please confirm.
If so, that may be a significant data point: Your XB7 (Technicolor model) has an earlier firmware version than the XB7's (also Technicolor) of two other people who do have the slow connection time problem.
@SteveWW, Confirm that my XB7-T does NOT have the ethernet connection time lag. My old XB-6 was the one that had the problem. I'm assuming that XB7s with firmware ending in s2 are newer than those ending in s1, but my XB7 is connecting just fine.
We don't know the precise numbering rules of the firmware developers, but my presumption is that your firmware 4.4p... (which is connecting OK) is older than firmware 4.6p... which is what @ctontar and @badcrab have (not connecting OK).
I hope we'll be able to get a few more data points.
I received a PM from ComcastAmira this morning. She emphasized that they are working on the issue "constantly" and that she would post to this thread when they have resolved it.
Thanks for the heads up alan. If and when Amira calls back with a "problem solved" would be helpful to ask exactly what the problem was and how it was solved, not only for those of us who cured it by getting an XB-7 modem but for the two or more whose connectivity lag was NOT solved by their XB-7s.
@alantrainor1 I'm happy to hear that you got a follow-up message from ComcastAmira. I wish there were more follow-ups of that nature.
During the past two weeks I've received PM's from three different Comcast people (after ComcastAmira's initial contact)-- the most recent was two days ago from ComcastGina-- and none of these people have followed up in any way. In each case they asked me for some information which I promptly provided but there was no acknowledgement or follow-up contact, even when I wrote back again seeking confirmation of receipt. I have no way of knowing if this information has gone anywhere that matters.
I hope that ComcastAmira is correct in saying that this problem is under active investigation. The message I received two days ago from ComcastGina was more ambiguous than that, saying "we've seen many reports, I see that you guys have already done a lot of troubleshooting, and we want to get this resolved." Great! Yet, she also said that this issue "has not been flagged on the national boards" so she would be "creating a ticket for every customer." To me this does not sound very reassuring with respect to any activity up to this point but it's impossible to know the significance of the "national boards" issue without knowing what Comcast's internal tech support processes are.
Perhaps our problem has been under investigation or perhaps it is moving to that status now. That would be good-- as @g-hodgson said, better late than never. I specifically asked whether any investigatory work has already been done but I've not received a response.
So I'm trying to remain optimistic but the lack of response to my direct queries and the overall lack of status information is concerning. Let's hope that the message @alantrainor1 received is a step in the right direction.
Agreed, Steve. Amira was the first rep to make contact with us a couple weeks ago, back in the original thread. Then I received PMs from 2-3 other reps for a couple days. Not much was said other than they were sorry for the inconvenience. Then crickets...
It's pretty ridiculous to keep having different reps contacting us for the same issue. Seems that one rep (and maybe one as a backup) should be assigned to communicate/update the status in the thread.
Anyway, I'll continue to remain hopeful because, well, that's all I can do.
I received a PM from Comcast JosephB (a new player I hadn't heard from before) two days ago. Funny thing is, it was in reference to the original thread, which has been locked for a while.
He apologized for the inconvenience and thanked me for all the troubleshooting. He wanted to send a technician out to address the issue. I told him I already upgraded to the XB7 so I didn't need a tech. Besides, a tech wasn't going to be able to resolve my problem even if I still had the XB6!
I didn't pass this along to you all because there really wasn't anything of value to convey.
Throughout this process, I've now been PMd by 4 different reps. Zero continuity, imho.
I have not received any recent PM's from Comcast. And nothing from Comcast has been posted on this thread recently.
At this point I've pretty much given up that anything productive will happen on this issue. I'll certainly be taking this episode into account when my current contract is up in August because this is something that should be addressed by Comcast-- it's clear that this problem was caused by some change that Comcast made. With many people affected by this all at around the same time (mid-December) it souldn't be that hard to figure out what happened but they don't seem to be motivated to do that. And they certainly are not keeping us informed, even if only to tell us that they will not be fixing this.
I view this as an indication of what sort of support I can expect if future problems arise. Prior to this I was with Verizon for four years and never had a problem. So I don't know what their support is like... but I never needed it.
If someone from Comcast is reading this, I (and many others) certainly would like to hear something official regarding the status of this problem.
@JordanPz -- Could you let us know the firmware revision on your XB7? I'm compiling firmware info for XB7's and XB6's with this problem in the hope that it might help with diagnosis.
Just wanted to add that we're also having this issue on both of our PCs connected via ethernet cable. It started back around mid-December for both our older PC and a brand new one I built in late December.
For what it's worth, I have a Technicolor XB7.
I've tried countless fixes - static IPs, using Google DNS via the Windows 10 network adapter, reinstallation of drivers, Windows repairs, new ethernet cables, etc etc. I've effectively isolated it down to the router.
It doesn't happen with any WiFi devices - only anything connected via a physical cable.
It's pretty bad because my PC has some startup services that require an internet connection, so I constantly have restart/reload a few of my apps and services every day.
SteveWW
Contributor
•
83 Messages
4 years ago
Thanks, @hjens
Just to be sure that I'm recording this correctly:
Your XB7 does not have the slow connecting time problem-- in other words, it's working well? Please confirm.
If so, that may be a significant data point: Your XB7 (Technicolor model) has an earlier firmware version than the XB7's (also Technicolor) of two other people who do have the slow connection time problem.
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hjens
Contributor
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31 Messages
4 years ago
@SteveWW, Confirm that my XB7-T does NOT have the ethernet connection time lag. My old XB-6 was the one that had the problem. I'm assuming that XB7s with firmware ending in s2 are newer than those ending in s1, but my XB7 is connecting just fine.
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SteveWW
Contributor
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83 Messages
4 years ago
OK, thanks @hjens
We don't know the precise numbering rules of the firmware developers, but my presumption is that your firmware 4.4p... (which is connecting OK) is older than firmware 4.6p... which is what @ctontar and @badcrab have (not connecting OK).
I hope we'll be able to get a few more data points.
--Steve
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alantrainor1
Frequent Visitor
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13 Messages
4 years ago
I received a PM from ComcastAmira this morning. She emphasized that they are working on the issue "constantly" and that she would post to this thread when they have resolved it.
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g-hodgson
Contributor
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257 Messages
4 years ago
But I guess better late than never. Steve also said he heard from a rep the other day who said they were working on it.
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hjens
Contributor
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31 Messages
4 years ago
Thanks for the heads up alan. If and when Amira calls back with a "problem solved" would be helpful to ask exactly what the problem was and how it was solved, not only for those of us who cured it by getting an XB-7 modem but for the two or more whose connectivity lag was NOT solved by their XB-7s.
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SteveWW
Contributor
•
83 Messages
4 years ago
@alantrainor1 I'm happy to hear that you got a follow-up message from ComcastAmira. I wish there were more follow-ups of that nature.
During the past two weeks I've received PM's from three different Comcast people (after ComcastAmira's initial contact)-- the most recent was two days ago from ComcastGina-- and none of these people have followed up in any way. In each case they asked me for some information which I promptly provided but there was no acknowledgement or follow-up contact, even when I wrote back again seeking confirmation of receipt. I have no way of knowing if this information has gone anywhere that matters.
I hope that ComcastAmira is correct in saying that this problem is under active investigation. The message I received two days ago from ComcastGina was more ambiguous than that, saying "we've seen many reports, I see that you guys have already done a lot of troubleshooting, and we want to get this resolved." Great! Yet, she also said that this issue "has not been flagged on the national boards" so she would be "creating a ticket for every customer." To me this does not sound very reassuring with respect to any activity up to this point but it's impossible to know the significance of the "national boards" issue without knowing what Comcast's internal tech support processes are.
Perhaps our problem has been under investigation or perhaps it is moving to that status now. That would be good-- as @g-hodgson said, better late than never. I specifically asked whether any investigatory work has already been done but I've not received a response.
So I'm trying to remain optimistic but the lack of response to my direct queries and the overall lack of status information is concerning. Let's hope that the message @alantrainor1 received is a step in the right direction.
--Steve
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g-hodgson
Contributor
•
257 Messages
4 years ago
It's pretty ridiculous to keep having different reps contacting us for the same issue. Seems that one rep (and maybe one as a backup) should be assigned to communicate/update the status in the thread.
Anyway, I'll continue to remain hopeful because, well, that's all I can do.
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corgi11
Problem Solver
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982 Messages
4 years ago
Anything new from Comcast yet?
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corgi11
Problem Solver
•
982 Messages
4 years ago
0
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g-hodgson
Contributor
•
257 Messages
4 years ago
He apologized for the inconvenience and thanked me for all the troubleshooting. He wanted to send a technician out to address the issue. I told him I already upgraded to the XB7 so I didn't need a tech. Besides, a tech wasn't going to be able to resolve my problem even if I still had the XB6!
I didn't pass this along to you all because there really wasn't anything of value to convey.
Throughout this process, I've now been PMd by 4 different reps. Zero continuity, imho.
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0
SteveWW
Contributor
•
83 Messages
4 years ago
I have not received any recent PM's from Comcast. And nothing from Comcast has been posted on this thread recently.
At this point I've pretty much given up that anything productive will happen on this issue. I'll certainly be taking this episode into account when my current contract is up in August because this is something that should be addressed by Comcast-- it's clear that this problem was caused by some change that Comcast made. With many people affected by this all at around the same time (mid-December) it souldn't be that hard to figure out what happened but they don't seem to be motivated to do that. And they certainly are not keeping us informed, even if only to tell us that they will not be fixing this.
I view this as an indication of what sort of support I can expect if future problems arise. Prior to this I was with Verizon for four years and never had a problem. So I don't know what their support is like... but I never needed it.
If someone from Comcast is reading this, I (and many others) certainly would like to hear something official regarding the status of this problem.
0
SteveWW
Contributor
•
83 Messages
4 years ago
@JordanPz -- Could you let us know the firmware revision on your XB7? I'm compiling firmware info for XB7's and XB6's with this problem in the hope that it might help with diagnosis.
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JordanPz
Regular Visitor
•
3 Messages
4 years ago
Just wanted to add that we're also having this issue on both of our PCs connected via ethernet cable. It started back around mid-December for both our older PC and a brand new one I built in late December.
For what it's worth, I have a Technicolor XB7.
I've tried countless fixes - static IPs, using Google DNS via the Windows 10 network adapter, reinstallation of drivers, Windows repairs, new ethernet cables, etc etc. I've effectively isolated it down to the router.
It doesn't happen with any WiFi devices - only anything connected via a physical cable.
It's pretty bad because my PC has some startup services that require an internet connection, so I constantly have restart/reload a few of my apps and services every day.
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g-hodgson
Contributor
•
257 Messages
4 years ago
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