Contributor
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15 Messages
can't connect to internet since contract renewal
Similar to https://forums.xfinity.com/t5/Your-Home-Network/Can-t-connect-to-Internet-with-Arris-SB6190-after-dropping/td-p/3295564, I also have an SB6190 and have tried a brand new replacement SB6190 to no avail.
This morning I contacted Comcast over chat to discuss current promotions, since my previous contract had expired a few days ago. I was offered a 12-mo contract for the same service. When I clicked "I agree" on the consent form sent by the representative, it said that the form had expired and asked me to log in again, which I did.
As the agent prepared a new consent form, I was kicked out of the chat, and my internet went down a minute later.
Since then, a Comcast Authorized Service technician visited and confirmed that the signal to the modem was good. He connected a Comcast Technicolor modem and everything was prefect. I was told that the modem was bad and that I needed a replacement.
I got a replacement SB6190 from BestBuy and attempted to activate it over the phone with Comcast. The modem was registered with the system, but I still did not have internet access.
The same technician was kind enough to return later in the afternoon, and was baffled that a replacement modem did not work. He re-connected a Comcast Technicolor modem and everything was perfect. He told me to get another modem that is not an SB6190.
I'll try the new modem (Motorola MB7621) when I receive tomorrow, but I really feel like the timing and everything points to issues on the Comcast side.
Accepted Solution
fragmire
Contributor
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15 Messages
5 years ago
SB6190 still cannot connect.
From the Comcast tech, they've stopped receiving support calls related to this issue, so the thinking is that this is isolated to Arris SB6190, likely related to the firmware.
In the past speed increases, Comcast has kept the same boot file names and simply updated the configuration. However, in the most recent case, boot files were renamed to match the speed tiers (e.g. Blast Pro Plus), which is one of several possible changes that could be tripping the SB6190.
I was asked to raise the issue with Arris customer support so they're aware. The tech encourages everyone who experiences this issue to do the same, so Arris understands the significance and urgancy, and hopefully provide a fix soon for Comcast to push to subscribers. 2-3 years ago when a Netgear modem broke with one of the speed increases, it took Netgear over a month to finally acknolwedge the issue and provide a fix. Let's hope Arris can do better.
You can contact Arris over chat at https://arris.secure.force.com/consumers/ConsumerProductSupport?t=Chat.
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fragmire
Contributor
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15 Messages
6 years ago
According to the modem status page, the process is stuck on "BPI Init". All the downstream channels appear to be locked with good signal and power. However, only 1 upstream channel could be acquired, compared to the 4 I usually get.
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fragmire
Contributor
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15 Messages
6 years ago
Thank you for letting me know. My SB6190 has been working since 2017-02, so it's been almost 3 years. For it to fail one minute after signing a new contract is certainly mysterious.
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sekod
Frequent Visitor
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6 Messages
6 years ago
Sounds very similar to my situation. An SB6190 modem that worked for a year, flawlessly, now does not connect to the internet (nor does a brand new SB6190). Nothing changed, other than taking off two TV boxes and changing my service to internet only. I even walked through the service tech that nothing physical changed (I even connected the modem directly to the service line to the house...same results).
Something has changed on the Comcast side.
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fragmire
Contributor
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15 Messages
6 years ago
I've also called both billing and technical support to explain the issue, as I'm not sure if there were steps left out when I was cut off during the contract signing.
Billing has assured me that the new contract is valid, and technical support confirmed that they were able to see the modem, the link and speed were good, and the bootfile looked fine. They just couldn't reach the modem for some reason.
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fragmire
Contributor
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15 Messages
6 years ago
Out of curiosity, what is your internet speed and tier?
Mine has been Blast Pro for years, but the rep this morning signed me up for a "new" 300 Mbps Blast Pro, saying it's a new thing for 2020. Do you have the same service by any chance?
I'm wondering if this new speed tier is having compatibility issues with non-Comcast modems, or at least the SB6190.
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EG
Expert
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111.5K Messages
6 years ago
FWIW, the 6190 is compatible for speeds up to 860;
https://mydeviceinfo.xfinity.com/device/arris-sb6190-461
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sekod
Frequent Visitor
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6 Messages
6 years ago
I had 175 MBPS before, which is what I requested to keep, but looking at my account it now shows 200 MBPS.
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fragmire
Contributor
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15 Messages
6 years ago
Thanks for the clarification. I was more wondering if the new speed tiers this year have configuration issues that cause the SB6190 to refuse to connect. I'll report back after receiving and testing the MB7621, hopefully today.
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fragmire
Contributor
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15 Messages
6 years ago
What's do the status lights show when your SB6190 finishes booting? Mine are:
Power: solid green
Downstream: solid blue
Upstream: solid green
Internet: slow blinking green
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sekod
Frequent Visitor
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6 Messages
6 years ago
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fragmire
Contributor
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15 Messages
6 years ago
Just tried MB7621. Comcast cannot activate it either. The modem status shows it's online, and it's able to acquire 24x4 channels, but activation fails.
Given that we've tried 3 modems at this point, 2 of which are brand new, I really don't think it's a modem issue.
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fragmire
Contributor
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15 Messages
6 years ago
Just had an amazing Comcast technician visit. He said that this is the 3rd case he's run into today, so we're definitely not alone.
The problem is that the new speed tiers are not supposed to go live until tomorrow (Jan 7). For whatever reason, some of the the boot file change were already pushed, and modems weren't sure what to do with it. This explains why different brands / models have different reactions. Apparently some modems are able to keep the internet going, just at reduced number of channels and speed.
This only affects customers who were signed up to one of the new speed tiers (branding and such should also go live tomorrow), probably only starting the last week or so. Basically, you have to be using your own modem and have switched to one of the new speed tiers to be affected.
Once the push happens (ETA tomorrow), modems should be able to handle the new speed tiers. Any modem taken off the registration may need to be re-registered.
This is all the information I have at this point. Fingers crossed for tomorrow.
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sekod
Frequent Visitor
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6 Messages
6 years ago
Thanks, that's awesome news. First thing I have heard that makes sense with why the modem worked fine until I changed plans! I'll give it a couple of days and plug my old modem back in.
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fragmire
Contributor
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15 Messages
6 years ago
Good news and bad news.
MB7621 now works, so some configuration change has been pushed. The new speed tiers are also now live on the Comcast website. Probably some CES-timed announcements.
The SB6190 still doesn't work. Stuck in the same place. Tech offers to visit tomorrow. Will see what happens.
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