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ARRIS SB6190 modem Activation/Connectivity Issues

Valued Contributor

ARRIS SB6190 modem Activation/Connectivity Issues

FYI - It appears that Comcast subscribers are currently experiencing activation and/or connectivity issues with the newly released ARRIS SB6190 32x8 modem.

 

It has been reported in the DSL Reports forum that "Comcast's network configuration seems to have exposed a defect with the 6190."

There is a workaround being used at this time, with "a more permanent fix to be in place as soon as possible."

See: http://www.dslreports.com/forum/r30386951- for more information.

Frequent Visitor

Re: ARRIS SB6190 modem Activation/Connectivity Issues

Yes - but both Arris and Comcast support seem oblivious to the issue. I spent 4 hours on the phone with both yesterday and each side blamed the other (when they weren't trying to convince me to try yet another new ethernet cable for the 10th time). I was going to send the modem back but after seeing I'm in good company (see Amazon reviews) I've decided to wait a bit to see if it can be resolved. 

Expert

Re: ARRIS SB6190 modem Activation/Connectivity Issues

Thanks 



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Valued Contributor

Re: ARRIS SB6190 modem Activation/Connectivity Issues


chswinton wrote:

Yes - but both Arris and Comcast support seem oblivious to the issue. I spent 4 hours on the phone with both yesterday and each side blamed the other ...

 

I've decided to wait a bit to see if it can be resolved. 


Latest update from an ARRIS engineer on the DSL Reports forum (http://www.dslreports.com/forum/r30387352- ):

 

Yep know about it and we are working on a solution.. ... should be fixed soon..

 

 

Valued Contributor

Re: ARRIS SB6190 modem Activation/Connectivity Issues

BTW - There is this "official" ARRIS response now to the bad reviews on Amazon ( http://www.amazon.com/gp/product/B016PE1X5K?tag=ds0233-20#customerReviews ):

 

Posted on Oct 31, 2015 11:32:34 AM PDT

ARRIS says:

Sorry to hear you had a less than 5-Star Experience with your SB6190 and trying to get it to work reliably on the Comcast Network. We are aware of the issue, and a workaround is being developed and will be deployed soon to get Comcast subscribers online while a more permanent fix is put in place as quickly as possible.

Please hold on to your new modem (SB6190) and watch these posts for more details. Once the fix is confirmed on the Comcast Network we will post to these reviews so you can get your device provisioned and online.

Thanks for Your Patience,
ARRIS Applications Engineering

Valued Contributor

Re: ARRIS SB6190 modem Activation/Connectivity Issues

An updated boot file that has the"workaround" has now been released: http://www.dslreports.com/forum/r30387857-

Valued Contributor

Re: ARRIS SB6190 modem Activation/Connectivity Issues

This response to the SB6190 reviews on Amazon was posted by "ARRIS" this morning:

quote:
Posted on Nov 1, 2015 4:34:20 AM PST

ARRIS says:

Good News, the Comcast Team has worked through the weekend to get an updated configuration file built and loaded that provides the workaround; alleviating the current issues noted with the SB6190. This updated file has been deployed nationwide and the SURFboard SB6190s will now install and provision successfully.

Many Thanks to the Comcast Team in support of resolving this interruption in service and provisioning.

Thanks for Your Patience,
ARRIS Applications Engineering