I see your point but I think I should be able to convince Comcast to take a more responsible position. First of all, this gateway, just like my latest flat screen tv, comes out with immature firmware. That is fine, so long as there is a path to upgrade it. My TV does the upgrades easy peasy. This gateway could be just as easy except for one reason and one reason only: cable providers want to control every aspect of their product, including these "leaf nodes" to their larger networks. Motorola specifically designed this SBG6580 to suit the cable providers. Motorola and Comcast know each other's product intimately. When Comcast listed this gateway as supported, it can't just support packet transit, it must supply the most critical firmware upgrades as well. I bought this gateway because it was listed as supported by Comcast. To say that Comcast shouldn't have to send the firmware updates down the pipe to me is to pretend that Comcast can't think and plan ahead and shouldn't be held responsible for what is easily known to thousands of Comcast and Motorola employees. I have already described my experience in Amazon's review section on the Motorola SBG6580, but the story isn't over yet. I think Comcast owes me an upgrade pronto or should repay me for buying this gateway as well as my time and trouble in seeking a solution. This could all have been easily forseen the very first day Comcast listed this gateway. The people at Motorola who hope to sell many of these gateways should also know what the roadblock is to them selling more. Unchecking IP flood protection is a minor annoyance compared to the absolute dead-end provided to me by Comcast. If I was at Motorola and held responsible for sales levels of this gateway, I'd want to know about this dead-end. I might even be tempted to offer upgrades directly if the cable providers wouldn't honor the design of the SBG6580. I got to 2nd level support and I'm supposed to get a call back in the next day or two. I'll let you know what I find out.
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I'm at 22.214.171.124 and I hope to get to 3.2.1+ I've got the modem with the version that comes out of the box and I can see that others around the country are upgraded. But it is hard to convince front-line support that I've been on the comcast network with the modem for 30 days and yet my firmware has not upgraded and that is a problem for me. The initial out-of-the-box version has some bugs that cause an intermittant need to reboot the modem to maintain a good connection. Since Motorola says only your ISP can upgrade and since Comcast has listed this surfboard modem model as compatible on it's web site, it seems only reasonable to expect that Comcast should upgrade in a timely fashion. Otherwise, why put the modem on a list that you say customers can buy their own from? I get the feeling that the peple who answer the phone are not trained to dig this deep and maybe there is some automatic update process that is otherwise fine but has somehow skipped me. Got any suggestions for how to get attention from the right people in Comcast?
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