This follows up on previous conversations about computers with ethernet connections (not wireless) experiencing delays in getting connected after waking up from sleep. People with both the XB6 and XB7 gateways have been experiencing this problem since mid-December.
If you were contributing to the previous discussion about this, please check in here and let's continue the discussion. Here is a partial list participants:
@BlackTriad -- Is your gateway still running the updated firmware? Has the updated firmware fixed your problem?
Has anyone else received updated firmware which has fixed this problem?
XB7 user experiencing delayed ethernet connection on all four ports, including different devices. I contacted xfinity and they're sending me another router/modem, same model. Shortly after I found this forum. I might try to use a switch until this issue is resolved.
Hello @LifeCycles -- thanks for posting your information. All of the other XB7 users with this problem (at least those who have posted on these threads) have the same firmware version you have.
Please let us know what the outcome is with the new XB7. I'm guessing that if the new unit has the same firmware version, you will still have the problem. We do have reason to believe that a revised firmware version that fixes this problem is on the way but the exact timing is uncertain.
Thanks for restarting the thread Steve.
Everything is still okay with my Arris XB7, though I did look at my current f/w version this morning and noted a change from the previous version. (Not sure when they pushed the update to my modem.) This makes at least two updates I've received since I swapped out my Technicolor XB6 for the Arris XB7 about a month ago. The new version is:
For any new users who find this thread in search of help, please know that there are two previous threads regarding this issue. Both are now "locked", but you can still read through the extensive comments that were posted. Here are the links:
@SteveWW and others
I am still on the malfunctioning firmware we all have and I am still experiencing the delay. The test firmware that was pushed to just me did fix the problem but was overwritten the next day.
I received two calls from the home office. One in response to my BBB complaint and one because of my FCC complaint. Both reps wanted to put me in contact with the engineering team and I informed them that I was already put in contact with them. One of the reps said that the new firmware could be pushed out on Monday Feb 8 at the earliest. I told her to get to work and get it done or simply roll back to the older firmware now.
I will re-post my current gateway information in this thread to keep the thread swapping to a minimum. I did post the other threads in my BBB and FCC complaints and the reps at the home office said they read them. I am sorry but it's probably my fault that the last one was locked.
Thanks to everyone who has posted on this new thread. I've updated my spreadsheet to reflect the new information.
Here is a summary of where things stand:
At least 8 others here have Technicolor XB7's with firmware 4.6p2s1 and all of those units exhibit this problem.
@g-hodgson has an XB7 made by Arris and he's been problem-free, even after two firmware updates. No one else on this thread has a gateway made by Arris.
Those of us on XB6's with this problem (including me) have firmware 4.4p6s1. I'm doing the same as jmah20: I've connected a switch to work-around the problem; I'm checking my firmware version each day (no change yet); if the firmware changes I'll disconnect the switch to see if the problem has been fixed by the firmware change.
A few weeks ago @corgi11 reported that his XB6 firmware was updated to 4.6p5s3 and the problem went away. No one else here has reported that they have that firmware version.
@BlackTriad has an XB6 with the problem. Last week a tech pushed a new firmware version (4.6p7s1) which fixed the problem but the next day that firmware was overwritten with the earlier version and the problem returned. He is trying to get the newer version restored to his gateway.
No need to apologize, BlackTriad. You were only trying to help a bunch of frustrated folks, to include yourself. The fact that you actually were able to speak with an engineer produced the first tangible evidence that the problem is known, and is being worked on!
Hang in there folks...
My connection lag is still present, but seems to have decreased. I just restarted to check firmware, and was connected after 15 - 20 seconds (down from average of 30 - 45 seconds previously).
My modem specs remain the same as before (no firmware update), recopying here:
Swapping my XB7 for a new one that Xfinity Sent me seems to have fixed the problem for now. I have no idea if this new router is behind on firmware, potentially waiting for an update causing it to have the same issue again.
I recently swapped my old XB3 for the new XB7 (White XiFi Gateway). I have a single desktop PC connected via ethernet directly to the XB7. One odd thing I have found is it takes 30 seconds from PC boot for the gateway to establish a connection with the PC. I understand some delay is normal while the PC and gateway connect, but I don't remember my XB3 taking 30 seconds to establish a internet connection after Windows 10 loads to the login screen.
Is this normal for the XB7? It is not the PC loading because when I unplug the ethernet cable and plug it back in the XB7 still takes 30 seconds to establish an Internet connection to the PC even when the PC is fully booted and logged in.
Thanks for any help on this.
Hello, @Tek ! I'm happy to hear that you upgraded from the XB3 to the XB7; that is odd about taking that long to get a connection, though. Is the ethernet cable new as well? Have you done any resets with your Modem? Let me know!
@Tek Sounds like a plan! Thank you for taking these steps and I look forward to your results.
@ComcastKaitlan reboot and cable change did not cause it to connect faster.
Windows connects to the ehternet port within a few seconds, but then the remainder of the 30 second delay is waiting for the XB7 to provide internet.
Windows 10 shows connected to the gateway, no internet, for about 25 seconds.
I timed the delay and it is 30 seconds on the button everytime.
No issues on wireless or connection speed. The port is sending 1GB speed. It is just this annoying delay at connection start.
I also tried other ports on the XB7 and the delay is the same on all of them.
@Tek Thank you for all of these detail and for trying everything listed here! I would like to look at things on a more in-depth level and run a few diagnostics. Please send me a Message by clicking on "ComcastKaitlan" and then selecting "Message" with you First and Last Name and Address. I look forward to working with you!
@LifeCycles-- glad that the new XB7 does not have the problem, but it does appear that this new unit has older firmware than your original unit (4.4... vs. 4.6...), so yes, if newer firmware gets pushed to your unit you may find that the problem has returned. Hopefully that won't happen or perhaps you'll be pushed to a version later than 4.6p2s1 which will include the fix to this problem.
But at least for now, the problem is gone so that's good.
Hello @Tek -- thanks for posting your info. Your XB7 firmware is the same as other XB7 users here who have the same problem. This problem also exists on the XB6. We have every reason to believe that this is a firmware problem (not Windows, not ethernet cables, etc.).
There are indications (but not explicit confirmation) that Comcast has an updated firmware version that fixes this problem. The timing for us to receive this fix is unclear.
As far as I know, Comcast has not officially acknowledged this.
Last week someone on this thread got a call from a Comcast tech who offered a test version of firmware that is supposed to fix this problem. That firmware was pushed to the user's equipment and he confirmed that the problem was fixed. The tech said that Comcast would be pushing out this firmware fix on a rolling basis but it would take a while to get to everyone.
Alas, overnight Comcast overwrote that test firmware on the customer's gateway with the older firmware version so the problem returned for that user. Leaving aside the mistake of replacing the good firmware with the buggy prior version, it does appear that Comcast knows about this problem and has engineered a fix. That call from the tech is reassuring but at least for me, that doesn't rise to the level of "official acknowledgement."
In particular, no Comcast employee has posted here to tell all of us that a fix is on the way. We certainly would appreciate such a post.
Hi there, SteveWW, thanks so much for these details and my sincere apologies for the delay in response time on our end. I'm glad to hear that our tech was able to finally reassure you about the firmware fix as we are constantly pushing maintenance updates on your equipment that typically occur between the early hours of the morning so that your equipment's firmware is all up to date. Should you run into any further problems in the future, we also have some tools on the backend that can help so please feel free to give us a shout at anytime. Our team is here to support you 24/7 and will be standing by. Thanks again for all your time and patience!
@ComcastJosephW -- thanks very much for posting here!
To be clear, no tech from Comcast has given me reassurance about fixing this problem. I was reporting that another person who has this problem (and has participated in this thread) stated that he had such a conversation with a tech. Although that is good to hear, it's not the same as a definitive statement by Comcast to everyone who has reported this problem that a fix is on the way.
Would you be able to check the status of this problem in Comcast's database and report back to us here, on this thread, hopefully stating that there is a fix and conveying at least a general expectation for when we might expect to receive the updated firmware? All of us would really appreciate that.
Here is a description of the problem--hopefully this will help you locate it in the database:
When connected to the gateway with an ethernet cable (not wireless), there is a delay in connecting to the internet when the computer wakes from sleep. This delay is typically 30 to 45 seconds although some people have reported slightly longer or shorter delays. This problem affects both PC's and Macs and it exists on both XB6 and XB7 gateways. This problem exists for all ports on the gateway. The problem appears to be related to specific firmware versions on the XB6 and XB7. The problem first appeared for most people around mid-December.
If you need more information to locate this problem in the database, please post here to tell us what else is needed. Thanks!
Hello SteveWW. Apologies this issue persists. I would be happy to review the issue you (and the others here) are reporting. We currently do not have a declared 'known issue' with a Delayed Ethernet Connection on our Advanced Wireless Gateways. I'd like to help further with on this issue that is impacting you. I can assist with submitting an Advanced Repair ticket for you so our internal repair team can look into getting this fixed for you. To get started, please send me a private message and include your full name and service address, so I can assist you. You can send me a private message by clicking my name (ComcastJoeTru) and then click "Send a private message" to private message me.
I was messaged last night by a Comcast employee. I just read all my messages and they said it "appears" to be a known issue.
I just grabbed a old Windows 7 laptop I had in my basement and it also has a 30 second delay before identifying the network. Also, there a several reports on Reddit as well.
Is there no way for Comcast to contact the engineer that is helping the other person this thread? Seems like a waste to escalate it to Advanced Repair. They will probably just tell us to swap the modem until you get lucky enough to get one without the bugged firmware.
@ComcastJoeTru-- I have sent you a private message, as you requested. As I noted in that message (and will state publicly here), this is the fourth time I have responded to such a request (three other Comcast people have made similar requests, going back to December). Each time I was told that a ticket would be created but it appears that hasn't happened. I hope the needed steps are taken now.
As I noted in a previous post, at least one person here received a test version of firmware which did fix the problem, so it does appear that at some level within Comcast there is awareness of this issue. But we don't know if that firmware version has been officially blessed and designated as an official release that will be rolled out to everyone. Can you tell us what is happening with that?
My XB-6 does the same thing. Between that and a few other issues, and the lack of Ethernet ports, I put it in bridge mode and use my own router now. Don't have an XB-7 and can't help, just thought I would chime in to let you know you aren't going crazy. Just a guess, but perhaps the XB series needs to detect a device on the Ethernet port before it turns it on to full duplex 1gbps out of standby, and it takes some time for your PC to handshake with it. Since a router would be always on, problem solved 🙂
Thank you for providing us with your experience. I would like to look into the delay you are having. To assist you further please send me a private message and include your full name and service address, so I can assist you. Send me a private message by clicking my profile name (ComcastDena), then click "Send a message". Thank you for your continued patience, and I hope to hear from you soon!
Looks like I received a firmware update overnight, and now appear to have no connection delay. I'll keep an eye on it, and report back if it goes wonky again.
New firmware: Software Image Name: CGM4331COM_4.6p5s1_PROD_sey
Thanks again for all the posts about this. I was going a little nuts thinking I had a PC problem before I found these threads.
@ChuckTC, we appreciate you replying on this thread informing us that this delay issue is no longer present on your end. Please be sure to report back if you do run into this again. Also please be sure to reach back out to us Publicly for any future issues or concerns. Thank you!
>> I have this firmware and have the delay when I boot my pc.
Could you clarify what you mean by "this firmware?"
If you are referring to the post by ChuckTC, his new firmware is 4.6p5s1
The spreadsheet that I've been maintaining shows that your XB7 firmware is 4.6p2s1
Did I record your firmware version incorrectly or has your firmware since been updated to 4.6p5s1?
In any case, if you still have the delayed connection problem, could you confirm what your current firmware version is? Thanks.
Comcast has just downloaded an earlier version of software for my xb6 and now the problem is back.
This is what they downloaded today and it has the delay:
@corgi11-- that's unfortunate!
It appears that Comcast does routine scans of gateways and those scans force every unit to be on the designated "released version" of firmware, even though a unit may already be on a later (and bug-free) release that has not yet been granted "released version" status.
This happened to another person here who (via a Comcast tech) received a new version of firmware which fixed the problem... then his firmware was downgraded to the old version that same night and of course the problem returned just as yours did.
Perhaps you can call tech support and ask them to re-push the good version to you. If you are able to get that done, I've seen someone refer to an "exception list" which--if you can get on it--may prevent your unit from going through the downgrade you just experienced.
It is amazing to me that so few people are responding to this problem. Amazon has sold out of all the unmanaged switches that were mentioned in these threads and they raised the prices of all the other ones. I am a senior with underlying medical conditions and I will not go into a Comcast store for this problem. I won't mail order one because it is a crapshoot on which unit you will get. So as many others have done I bought the last 5 port Netgear unmanged switch that Amazon had for a reasonablr price. I would assume any unmanaged Gigabyte switch would work.
There seems to be a lot of people out there with this problem only they are not responding on this thread.
Comcast keeps closing these threads but the problem still persists. Could someone from Comcast tell us why these threads are being closed?