I am one of the original posters on this thread and others whose Ethernit connectivity time lag problem was solved with a vist to the Comcast store and switching from an XB6 modem to an XB7. But I live in fear of it returning with some firmware update pushed into my system at 3:30 a.m. I'd like to see this addressed ASAP where the problem originated, namely Comcast, never to rear its ugly head again.
Good morning Steve . Just wanted to pass along some info I received last night . I got a PM from ComcastMarcos wanting to run some diagnostics with me to determine if he could solve the lag problem. I kindly advised him to read the numerous posts as to the nature and origin of the problem and that it appears that a ticket has been generated regarding this . He PM'd back and said he could find no ticket regarding my trouble and wanted to perform tests. A few hours later I got a PM from ComcasrChe that stated, and I'm paraphrasing here, that each person having this problem will need to assist in testing to verify the problem before they can be added to a repair ticket ... Interesting
a) Hello @FlushDNS -- thanks for checking in here. We have many XB7 users here with this problem and all of them have the same firmware version you have. All indications are that this problem relates to a firmware bug and it will take a firmware revision to fix the problem.
If you scroll back a few posts, @ComcastBillie wrote:
If you have not done so already please be sure to send us a private message for further assistance/investigation, along with getting your account linked to the advanced repair ticket created. You can send us a private message by clicking on my hand, "ComcastBillie".
I'd encourage you to do that so that as many people as possible are "on the record" (directly with tech support and not just here in this forum) as having this problem.
b) Also, with reference to "tickets" (and today's post from @fiero44)...
After a series of private message exchanges with various Comcast folks, I was told that my ticket number is CR946158395 . I don't know if that is a ticket personally assigned to me or if it is a general ticket number for this problem. I also don't know whether this ticket was recently created or if it was created some time ago (along with many others here, I've been actively involved with this problem since mid-December).
--> In any case, I would encourage everyone here to refer to this ticket # CR946158395 in any interactions with Comcast about this issue. Even if this ticket is only supposed to apply to me, at least the Comcast rep will see that this problem has already been reported and new reports can piggy-back onto this ticket.
@Kruunk83-- glad to hear that the problem has been fixed for you. You are at least the second person here who saw the problem fixed when your XB7 firmware was upgraded from 4.6p2s1 to 4.6p5s1. Let's hope that Comcast quickly updates all the the XB7's to 4.6p5s1 as soon as possible.
Likewise, we've seen a report here that on the XB6 gateway, firmware version 4.6p7s1 solves this problem. Let's hope that this version gets widely distributed quickly. With an XB6, I am anxiously waiting for this.
Let's go Comcast!
I'm a relatively new Xfinity customer with the XB6-T (CGM4140COM) router providing 100mb service. We're Mac people. Unfortunately, my wife's Mac Mini requires ethernet connection. I had my laptop connected with ethernet initially becasue I felt it might provide a bit more speed. Then, suddenly, we both started having this dealy isse. I switched t Wi-Fi and noted no loss of speed...and no connection delay. It was driving me nuts trying to fix the issue on my wife's computer until I found this forum. Saw the post about using a switch and just happend t have a 5-port in my defunt comptuer stuff drawer. Hooked it up and the problem disappeared. Did slow things a bit. I get about 114 mbs on my laptop, she's only getting 94. Certainly not enough of a loss to outweigh that awful delay. Hope they fix this soon. BTW. How does one contact technical support? I've tried and gotten nowhere.
I am still stuck on with the old firmware and the delay. Very annoying. My XB7 is brand new from Xfinity. Also, brand new from the factory. It was not a refurb.
At 3AM this morning I recieved the new firmware and it corrected my connection delay:
XB7 (White Gateway)
New Firmware with fix:
I live in the northeast.
Still waiting here also . I received PM's from 3 different Comcast (fill in the names) reps Saturday and sent my firmware info to them . One asked if I wanted an advanced repair ticket or an XB7 . I asked for repair ticket but have had no response ... I'm in the Minneapolis area ....
There's been a lot of activity in the past day or two. Looks as though Comcast is making progress but there is much more to do.
Glad that @tfs128 @Tek and @jmah20 have received firmware updates for their XB7's which fixed their slow connection problem. Several XB7 users have now received the updated firmware although there are a few XB7 people here who still have the problem.
On the other hand, hello to @Lititzdb who has newly reported the problem on his XB6. Could you let us know the firmware version that's currently on your XB6?
Meanwhile, last night I received a firmware update on my XB6. The new version is 4.4p10s2 but it does NOT solve the problem. That's not surprising to me because that's the same version that @corgi11 has and he also has this slow connection problem. Both of us (as well as a bunch of other people with XB6's) will need a firmware upgrade, probably to 4.6p7s1. About two weeks ago @BlackTriad was updated to that version and the problem was fixed.
Hoping that Comcast starts pushing out the needed firmware to those of us with XB6's and also to the remaining XB7 units which still have this problem.
I had this version for 2 weeks and it worked fine on my XB6 CGM4331COM_4.6p5s1_PROD_sey
I was downgraded to CGM4140COM_4.4p10s2_PROD_sey and it is slow to connect to ethernet. I am having no other problems. I would sure like the previous software I had for 2 weeks. Why was I downgraded in the first place?
Can someone at Comcast push the newer software to me anrd then whitelst it so it doesn't go away agian.
>> Quick little correction. I was having this issue on an XB6, Comcast sent me an XB7 which is not having the issue.
Thanks for the correction @tfs128 . Your earlier post was quite clear about this; I incorrectly grouped your situation with the firmware updates that others had received when I wrote my post.
@Lititzdb -- The easiest way to see your fimware version:
a) Point your browser to 10.0.0.1
b) Log in to the router
c) In the left column, click on "Software" and you'll see the firmware version ("Software Image Name"). It will look something like this: CGM4140COM_4.4p10s2_PROD_sey -- although of course your specific numbers may be different.
CGM4140COM means that this gateway is an XB6 made by Technicolor
4.4p10s2 is the actual firmware version, which is the information we're looking for
>> If you read back on the locked thread you’ll see that I reported that my firmware was rolled back the next day.
Thanks @BlackTriad -- I do remember now. Your firmware was upgraded to 4.6p7s1 which did fix the problem but the next day another version was pushed to your gateway which caused the problem to return. You were reverted to 4.4p6s1 which many of us have had and that version is definitely associated with this problem.
The delay seems to be finally, almost three months later, corrected. A look at my XB6 firmware shows:
Good to hear BlackTriad .. I still have 4.4p10s2 on my XB6 . Hope it will be my turn soon .. I might have missed it but it would have been nice if a Comcast Rep had posted recently that they know they have a problem and are in the process of correcting it ...
Fixed for me too! Overnight my XB6 was updated to 4.6p9s1 and that fixed the problem.
Glad to see that several others have also received updated firmware that fixed this problem. I'm guessing that those who haven't yet received the fix will get it soon.
I agree with @fiero44 that Comcast's lack of communication has been a serious problem while all of us have struggled with this issue. Even just a little bit of communication would have helped a lot.
Great news @SteveWW for getting the update . You and many others deserve a lot of credit for the work you put in on this problem .. It's unfortunate that Comcast has been hesitant to provide feedback to those affected but it is what it is and I will wait my turn patiently ...