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Modem firmware update disabled battery status

Regular Visitor

Modem firmware update disabled battery status

I have an Arris Surfboard SBV3202 that has a battery to keep the landline going when the power is out.  I recently noticed that the battery light was off on the modem and checked the management console webpage where I noticed that a) the console looked very different, and b) the Power Supply Telemetry said No Status Reported and that there was no test in progress.  It does still show the battery serial number and product ID. 

I suspect that Comcast loaded new firmware that disabled the battery check and status.  This is bad because a healthy battery is important for making calls when the power is out.  I don't know if this change was accidental or intentional, or even if it means the battery is still being charged at all.

 

I have tried different batteries and called Arris and Comcast and have not had any luck.  Any thoughts about what I should do?

Diamond Problem Solver

Re: Modem firmware update disabled battery status

Arris supplies the firmware and it’s their product, I’d try back there.

I am a Retired Official Comcast Employee
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Regular Visitor

Re: Modem firmware update disabled battery status

Thanks for the advice.  It's probably no surprise that Comcast says it's Arris's problem and Arris says it's Comcast's.  And here I am with a modem that isn't working properly.  The Arris person did tell me that other people have complained about this, and if that's true then maybe it'll get fixed eventually.  

Diamond Problem Solver

Re: Modem firmware update disabled battery status

Comcast doesn’t create the firmware, they send it out from Arris, and it’s your personal modem provided by Arris, not a Comcast provided modem or gateway. Arris is where you’re going to find your answers. If they provided firmware that changed a function, it’s up to them to provide a solution to eventually change it back (especially if they get the complaints like you say).

I am a Retired Official Comcast Employee
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Regular Visitor

Re: Modem firmware update disabled battery status

I agree with all that you say, and pretty much said that to the Arris support person.  He said that it's up to Comcast to push out firmware that works and there's nothing Arris can do about it. I know for sure that I will buy another brand next time.  For now I'm just stuck between two large corporations that messed up my modem and won't help to fix it.

Contributor

Re: Modem firmware update disabled battery status

I'm afraid I cannot add any useful advice other than to share that I have exactly the same situation with my newly purchased Arris modem SBV3202 and battery.  I have no battery light, "No Status Reported" in their Power Supply report, and no useful help from Arris after three chats with their technical support other than hearing them blame it on a Comcast firmware update.  When I unplug the modem power cord the modem does remain powered and my connected phone works but the lack of a functioning battery indicator and condition report isn't acceptable right out of the box.  I may have to return this unit unless Arris takes some responisbility real soon.

Contributor

Re: Modem firmware update disabled battery status

Here is an update email from Arris on 1/15/20 regarding this issue:

Dear Steven,

 

We have provided your report to our product development teams in order to work with your service provider on a potential fix for the battery status info in the GUI of the SBV3202. The nature of the issue requires adjustments in the firmware being used. All firmware updates must go through an approval process with Internet Services providers and then pushed out to devices from them once approved. This process can take time to be completed and we do not have any ETA for that type of update.

 

We do apologize for that inconvenience and want to thank you again for bringing this issue to our attention.

 

Thank you,

ARRIS Technical Support Center

Regular Visitor

Re: Modem firmware update disabled battery status

Thank you for following up on this.  I want to make it clear that the issue is not just that the battery status light is not lit.  The modem status web page also reports that no telemetry was reported for the battery, which sounds like the battery health is not being checked.  That would be more than a GUI problem.

 

I hope that your approval process is more effecive this time.