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New service, firmware and connectivity issues with Arris SB8200 - "SW upgrade failed" errors

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New Poster

New service, firmware and connectivity issues with Arris SB8200 - "SW upgrade failed" errors

Hello all,

I just recently purchased an internet plan from Xfinity (Blast! 200mbps). I was previously an RCN customer. Due to RCN's poor performance since the quarantine started, I switched over to Xfinity last week. Off the bat I have been dealing with issues, mainly due to how my modem is being provisioned.

Connectivity was fine for the most part the day the line was activated. The cabling RCN had done was used all the way up to the node in the back alley. Later on at night, we lost connectivity in the AM - the Arris SB8200 we have randomly rebooted. I decided to check the event log, and it shows this message:

"SW upgrade Failed after download - Incompatible SW file"

I got in touch with Arris the next day about this issue, and they said that the current firmware on my modem (D31CM-PEREGRINE-1.1.1.0-GA-11-NOSH) was the incorrect version. They told me I'd have to get in touch with Comcast to resolve the issue by having them push the relevant firmware to my modem.

Today, I got in touch with Comcast on 3 separate occasions. The first time was via chat - I was told by the agent to power cycle my modem, and I'd get the update. I did this, but no changes occurred. I then called and spoke to an agent, who told me to hard reset the modem. Again, no change. Finally, I got in touch one last time with an agent on chat again, and they told me that because I use my own modem, there was nothing the agent could do on their end. The agent then told me that they'd try and reset the modem from their end. Again, no changes occurred afterwards. However, when the modem came back online, there was no connectivity. I had to hard reset it again to get it working.

DL speeds are around 160-170, whereas I have the 200MB plan. UL speeds are fine. There is some inconsistency with latency. Bufferbloat was very high, until I turned on QoS.

I am trying to figure out why I kept getting different answers from the agents. I'm also requesting that the update be pushed to my modem. It seems absurd that I can't do anything on my end, and apparently the agents can't either.
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New Poster

Re: New service, firmware and connectivity issues with Arris SB8200 - "SW upgrade failed"

I've been dealing with this issue for several months now! Have had several techs out to check lines, find and fix it, but the issue continues. I have the 1000mpbs and so I purchased an upgraded modem SB8200 per Xfinity website for compatible modems and a new router, Netgear. Have had issues still and can't seem to get anyone who can help.
I was just told by the tech out here now that I should get a modem that is compatible with Xfinity or rent theirs. I advised him that I checked Xfinity website prior to spending over 400.00 for new equipment. He told me there is nothing Xfinity can do. Really????
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New Poster

Re: New service, firmware and connectivity issues with Arris SB8200 - "SW upgrade failed"

It's absurd at this point. I've posted on DSLreports forum, the Comcast subreddit, and now here. I have not gotten a single straight response for this issue. My modem will still randomly reboot at odd times. Really, how hard can it be to have someone push an update to the modem?