@corgi11 wrote earlier tonight that the problem has been fixed-- that's great! Thanks for letting us know.
But it's not been fixed for me. The problem remains. However, my firmware has not been updated. I'm still on 4.4p6s1, which is the same firmware that's been on most of the XB6's that have had this problem. Perhaps I'll get an update soon, along with everyone else, and that will fix this for all of us.
If anyone else finds that the problem has been fixed, please post to let the rest of us know. It would be helpful if you also would post the firmware version that is currently on your fixed XB6. Thanks.
Hoping that the rest of us see this fixed soon. Seems like it's a real possibility. Meanwhile, I'm happy for @corgi11 .
@ComcastChe -- Thanks for posting to this thread a few minutes ago. As you may have seen, one person posted earlier tonight that the problem has been fixed for him, apparently as the result of a firmware upgrade. But it hasn't been fixed for me (and I presume not for others, although we haven't heard from anyone else yet).
Could you check the status of the tickets that have been submitted for this problem-- are these tickets showing the status as "Fixed?" If so, is there any way to know when the rest of us will receive the firmware upgrade that includes this fix? Thanks for your help.
In any case, we'd appreciate it if you could stay in touch with us on this thread until the problem has been fixed for everyone.
Thanks for the update, @SteveWW. I just received your private message, and I will be reaching out to them to pass on the details and request an update. Because I already have your contact info from what we gathered before, I will make sure they have that as well. We appreciate all of your continued support, patience, and understanding during this time. Chat with you soon.
You're very welcome, and I truly apologize that it's taking so long. Unfortunately, there have not yet been any updates just yet. But - don't worry! I'm going to follow up. Please keep in mind, if the fix/resolution is a firmware update, from my understanding, they are rolled out in "phases" to groups of customers at a time, which also may be the reasons others are slowly starting to see changes on your end. I'm in the process of sending updates for the changes I do see based on the forum posts here, so I appreciate the information being relayed.
As you'll recall, I got my Arris XB7 a couple of weeks ago, which fixed the delay problem I had with my Technicolor XB6. Apparently my XB7 firmware has been updated since I got it. The good news is that everything continues to work fine (no delay)! For what it's worth:
The original f/w was: TG4482PC2_4.4p17s3_PROD_sey
The current f/w is: TG4482PC2_4.4p18s1_PROD_sey
Here's hoping everything is back to normal soon for everyone!
If it means anything to anyone in this thread, including Comcast employees, the Technicolor XB7-T I received some weeks ago (which fixed the delayed Ethernet connection I had with the XB6) has NOT had a firmware update. It remains CGM4331COM_4.4p12s1 but continues to work fine.
I still have the same problem. One further note, however. Whereas those of you who indicated that you were experiencing a delay said that it was in the range of 30 to 35 seconds. Mine continues to be in the range of 50 to 55 seconds. For what it's worth. Oh, I still find it to be annoying.
During the past two days I've had several private message exchanges with @ComcastGina and @ComcastChe . I've conveyed my spreadsheet to them and I've pointed to specific posts on this thread that have diagnostic summary information. They told me that this information has been added to the support tickets related to this problem. I'm sure that all of us appreciate their help.
There was a request that specific tests (and re-starts) be conducted on my gateway but I rejected those steps because it is clear that this cannot be a problem with my specific gateway. Doing those tests would not be a good use of anyone's time and it would delay resolution of this problem.
It is not possible that all of a sudden in mid-December a whole bunch of gateways simultaneously failed. All of the information we've collected makes it clear that this is some sort of system-level problem on the Comcast side-- the problem does not relate to failures of individual gateway units.
I continue to believe that a bad firmware update is implicated. I also believe that the data we've accumulated should make it easy for the appropriate people at Comcast to figure this out, as long as they apply some attention to this problem.
I'm grateful for Che's and Gina's renewed interest in trying to get this problem resolved and I'm hopeful that we will see progress. I have been increasingly frustrated by Comcast's slow pace on this but perhaps this will change for the better now.
So, I don't write code like Steve does/did. But I was a field tech, senior in-house field tech, and district service manager for a mid-level electronic security company dealing with government and commercial entities. Basic troubleshooting and data complitation is in my blood, which is why I've so appreciated the data Steve has compiled on behalf of all of us!
What intrigues me is the several different f/w versions out there. Are these regional f/w versions? Maybe a combo of regional and hardware?
The question for me is: Has Comcast duplicated, in-house, the issue their customers are experiencing?
>> The question for me is: Has Comcast duplicated, in-house, the issue their customers are experiencing?
Indeed, that is always the first step. You need to duplicate the problem in order to confirm, with your own eyes, that there is a problem. This also provides a necessary test vehicle so that you will have a basis for demonstrating later that you have, in fact, fixed the problem.
We don't know if the problem has been duplicated at Comcast. I asked about that several weeks ago but never got an answer. If a technician tried to duplicate the problem but was unable to do so, the proper step would be to go back to the customer to ask for more information. That hasn't happened, so I'd like to presume that the problem has been duplicated. But that only could have happened if someone has actually been working on this and I've been concerned about that for some time.
Even if it wasn't the case before, I'm hopeful that at least as of now this is receiving attention. We'll know more--for better or worse--in the next few days. If the problem has been isolated but it might take a bit of time to implement a fix and perhaps push out a new firmware version (if that is what's needed), that would be OK but I certainly would want to know about that progress. Every day that this goes on is, for me, one day closer to dropping Comcast. I cannot continue to live with this problem.
I am hoping that @ComcastChe or @ComcastGina will keep all of us informed, hopefully with good news.
corgi11
Problem Solver
•
982 Messages
4 years ago
Thank you very much to all the Comcast employees who worked on and fixed the problem
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SteveWW
Contributor
•
83 Messages
4 years ago
@corgi11 wrote earlier tonight that the problem has been fixed-- that's great! Thanks for letting us know.
But it's not been fixed for me. The problem remains. However, my firmware has not been updated. I'm still on 4.4p6s1, which is the same firmware that's been on most of the XB6's that have had this problem. Perhaps I'll get an update soon, along with everyone else, and that will fix this for all of us.
If anyone else finds that the problem has been fixed, please post to let the rest of us know. It would be helpful if you also would post the firmware version that is currently on your fixed XB6. Thanks.
Hoping that the rest of us see this fixed soon. Seems like it's a real possibility. Meanwhile, I'm happy for @corgi11 .
@ComcastChe -- Thanks for posting to this thread a few minutes ago. As you may have seen, one person posted earlier tonight that the problem has been fixed for him, apparently as the result of a firmware upgrade. But it hasn't been fixed for me (and I presume not for others, although we haven't heard from anyone else yet).
Could you check the status of the tickets that have been submitted for this problem-- are these tickets showing the status as "Fixed?" If so, is there any way to know when the rest of us will receive the firmware upgrade that includes this fix? Thanks for your help.
In any case, we'd appreciate it if you could stay in touch with us on this thread until the problem has been fixed for everyone.
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CCChe
Official Employee
•
6.9K Messages
4 years ago
Thanks for the update, @SteveWW. I just received your private message, and I will be reaching out to them to pass on the details and request an update. Because I already have your contact info from what we gathered before, I will make sure they have that as well. We appreciate all of your continued support, patience, and understanding during this time. Chat with you soon.
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CCChe
Official Employee
•
6.9K Messages
4 years ago
You're very welcome, and I truly apologize that it's taking so long. Unfortunately, there have not yet been any updates just yet. But - don't worry! I'm going to follow up. Please keep in mind, if the fix/resolution is a firmware update, from my understanding, they are rolled out in "phases" to groups of customers at a time, which also may be the reasons others are slowly starting to see changes on your end. I'm in the process of sending updates for the changes I do see based on the forum posts here, so I appreciate the information being relayed.
0
g-hodgson
Contributor
•
257 Messages
4 years ago
As you'll recall, I got my Arris XB7 a couple of weeks ago, which fixed the delay problem I had with my Technicolor XB6. Apparently my XB7 firmware has been updated since I got it. The good news is that everything continues to work fine (no delay)! For what it's worth:
The original f/w was: TG4482PC2_4.4p17s3_PROD_sey
The current f/w is: TG4482PC2_4.4p18s1_PROD_sey
Here's hoping everything is back to normal soon for everyone!
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hjens
Contributor
•
31 Messages
4 years ago
If it means anything to anyone in this thread, including Comcast employees, the Technicolor XB7-T I received some weeks ago (which fixed the delayed Ethernet connection I had with the XB6) has NOT had a firmware update. It remains CGM4331COM_4.4p12s1 but continues to work fine.
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sjwj
Regular Visitor
•
7 Messages
4 years ago
No resolution for me. Still have same firmware/same problem...
Firmware: CGM4140COM_4.4p6s1_PROD_sey
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SteveWW
Contributor
•
83 Messages
4 years ago
No fix for me either. Firmware has not been upgraded and the problem remains.
Glad to hear that @g-hodgson had a firmware upgrade on his Arris XB7 and everything is still good.
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alantrainor1
Frequent Visitor
•
13 Messages
4 years ago
I still have the delay issue as well. No Firmware update yet - still have CGM4140COM_4.4p6s1_PROD_sey
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ctontar
Regular Visitor
•
3 Messages
4 years ago
I still have the same problem. One further note, however. Whereas those of you who indicated that you were experiencing a delay said that it was in the range of 30 to 35 seconds. Mine continues to be in the range of 50 to 55 seconds. For what it's worth. Oh, I still find it to be annoying.
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JordanPz
Regular Visitor
•
3 Messages
4 years ago
Just wanted to pop back in to say I'm still having the large connection delay as well.
I'm still on CGM4331COM_4.6p2s1_PROD_sey.
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blueaid
Frequent Visitor
•
13 Messages
4 years ago
Great to hear there is progress.
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0
SteveWW
Contributor
•
83 Messages
4 years ago
During the past two days I've had several private message exchanges with @ComcastGina and @ComcastChe . I've conveyed my spreadsheet to them and I've pointed to specific posts on this thread that have diagnostic summary information. They told me that this information has been added to the support tickets related to this problem. I'm sure that all of us appreciate their help.
There was a request that specific tests (and re-starts) be conducted on my gateway but I rejected those steps because it is clear that this cannot be a problem with my specific gateway. Doing those tests would not be a good use of anyone's time and it would delay resolution of this problem.
It is not possible that all of a sudden in mid-December a whole bunch of gateways simultaneously failed. All of the information we've collected makes it clear that this is some sort of system-level problem on the Comcast side-- the problem does not relate to failures of individual gateway units.
I continue to believe that a bad firmware update is implicated. I also believe that the data we've accumulated should make it easy for the appropriate people at Comcast to figure this out, as long as they apply some attention to this problem.
I'm grateful for Che's and Gina's renewed interest in trying to get this problem resolved and I'm hopeful that we will see progress. I have been increasingly frustrated by Comcast's slow pace on this but perhaps this will change for the better now.
0
g-hodgson
Contributor
•
257 Messages
4 years ago
Thanks, Steve.
So, I don't write code like Steve does/did. But I was a field tech, senior in-house field tech, and district service manager for a mid-level electronic security company dealing with government and commercial entities. Basic troubleshooting and data complitation is in my blood, which is why I've so appreciated the data Steve has compiled on behalf of all of us!
What intrigues me is the several different f/w versions out there. Are these regional f/w versions? Maybe a combo of regional and hardware?
The question for me is: Has Comcast duplicated, in-house, the issue their customers are experiencing?
0
SteveWW
Contributor
•
83 Messages
4 years ago
>> The question for me is: Has Comcast duplicated, in-house, the issue their customers are experiencing?
Indeed, that is always the first step. You need to duplicate the problem in order to confirm, with your own eyes, that there is a problem. This also provides a necessary test vehicle so that you will have a basis for demonstrating later that you have, in fact, fixed the problem.
We don't know if the problem has been duplicated at Comcast. I asked about that several weeks ago but never got an answer. If a technician tried to duplicate the problem but was unable to do so, the proper step would be to go back to the customer to ask for more information. That hasn't happened, so I'd like to presume that the problem has been duplicated. But that only could have happened if someone has actually been working on this and I've been concerned about that for some time.
Even if it wasn't the case before, I'm hopeful that at least as of now this is receiving attention. We'll know more--for better or worse--in the next few days. If the problem has been isolated but it might take a bit of time to implement a fix and perhaps push out a new firmware version (if that is what's needed), that would be OK but I certainly would want to know about that progress. Every day that this goes on is, for me, one day closer to dropping Comcast. I cannot continue to live with this problem.
I am hoping that @ComcastChe or @ComcastGina will keep all of us informed, hopefully with good news.
0