wrong modem

I own my own modem and customer support put the wrong model of modem

Nov 23 2023 22:08:30	4-Error	E107.0	SW upgrade Failed after download - Incompatible SW file
Nov 23 2023 22:08:07	6-Notice	E102.0	SW Download INIT - Via Config file d11_m_sb6183_connectmore_c01.cm
Nov 23 2023 22:08:01	3-Critical	R02.0	No Ranging Response received - T3 time-out;CM-MAC= (mac address of modem goes here)

My modem is :

Model Name: SB6141
Vendor Name: ARRIS Group, Inc.
Firmware Name: SB_KOMODO-1.0.7.4-SCM00-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3
Hardware Version: 7.0

Comcast customer support put SB6183 when the real modem is SB6141 then comcast try to push a software upgrade for sb6183 -- look all the data above and the analogy is like trying to put a honda engine into a toyota car -- will it work?

I called half of india and Philippines and they dont even understand english. Is anybody from USA capable to fix this issue because its causing a lot of grief. I wont call again comcast next call will be verizon period.

Really upset and frustracted because the xfinity app doent recognize my modem either because its all wrong in comcast system

Help help help

Thank you

Responses

BruceW

Gold Problem Solver

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26.4K Messages

1 year ago

I own my own modem ... Model Name: SB6141 ...

Note that Comcast dropped the 6141 from its "Approved" list several years ago. Using devices on speed tiers for which they are not approved tends to produce unexpected results. Consider replacing it with one of the devices on https://www.xfinity.com/support/devices/ that is approved for your speed tier, or perhaps a tier or two higher to allow for their periodic speed increases.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_sfxiyb

2 Messages

@BruceW -- Thank you ! Very Interesting comment. So recently I moved to another state and all sudden now my modem is not good when I used it and worked fine at my prior residence. My speed is low tier speed and doesnt need a high power modem and modem is rated dosics 3.0 when the list provided from comcast with approved modems have a bunch of 3.0 modems. The comcast tech that came over to investigate this issue said the modem is still in use and hasnt been discarded from comcast list of no compliant to be used- comcast tech confirmed it. I dont need any higher speed since all what i do is reading web news and checking emails that doesnt need a lot of speed.

1 year ago

0

Your Home Network

user_sfxiyb

wrong modem

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_sfxiyb

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