About ArrisTuska

@JTaylor801 wrote: Hello   I'm a long time Comcast customer.  I received a replacement modem last week somewhat out of the blue.  Comcast stated the manufacture of the modem detected issues with that model modem and comcast sent me a replacement.  I connected it and all seemed to have worked fine for a few days. This doesnt sound right..  going to send you a PM.. ... View more

@Skaes wrote: Unfortunately not.  After working with chat support, tier 1 on the phone, and tier 2 on the phone, they were still unable to resolve the issue.  I provided links to this forum post in hopes that they would use the information here to resolve the issue but it did not get me anywhere.  At this point I don't know what else to do. Well your good now..  From the CMTS I see you have but v4 and v6.. ... View more

@Skaes wrote: Edit - Just to add more information, the Comcast tech that set this up this morning accidentially entered the WAN MAC instead of the HFC MAC during the setup.  He later changed it to the HFC MAC so it looks like this is the same issue as the OP.  I also verified with Comcast support that the HFC MAC listed on the modem is what they have listed in their system. So just for my peace of mind and to confirm your good now right.. ... View more

wrote: I have a similar story here. Went though Comcast level 1, 2 and then 3. They told me that they cannot update the firmware on retail equipment as it could potentially cause damage to the modem.   Your upgraded to Firmware Version:  "9.1.93V"  So got that taken care of for you.. ... View more

wrote: I have a similar story here. Went though Comcast level 1, 2 and then 3. They told me that they cannot update the firmware on retail equipment as it could potentially cause damage to the modem. This is not true the modems get upgraded to the latest Comcast approved firmware by Comcast..  This is a CSR that doesnt know better and I will forward this on to the correct people to get this corrected..   While there, Arris told me that there were no firmware updates available for my modem. At this point I had already been on the phone for quite a while so naturally I demanded escalation. At level 2 they told me that the firmware would be sent to the ISP for testing and it would be up to them to administer. They could neither confirm or deny the existence of 9.1.93V.  At Comcast the latest build is 9.1.93V, I will send you a PM so I can take a look and see why your device isnt loading the latest build..   ... View more

Just to let everyone know we are working with the teams @Comcast and @ARRIS to make sure everyone knows to ask for the CM-MAC (HFC-MAC) and not the other mac's on the label when calling in to get the device provisioned.. ... View more

New Customers (or switching modems) make sure Comcast has the HFC-MAC (CM-MAC) as your modem MAC..   If they get the CPE-MAC (WAN-MAC) the modem will not work correct and your CPE will only get a IPv6 address..   I am finding this is most of the issues I have found.. ... View more

@mmoriniaux wrote: Hi  >  If anyone had many this work, please spread the knowledge can you share some more details please, if you can't can you PM me your case number so that JTAC does not spend 3 months not finding a solution?   Thanks! Look at the URL the other user posted... also http://www.rickmayberry.com/srx-prefix-delegation-for-ipv6-in-home-lan/   I will ping you via PM as well.. ... View more

What modem do you have? ... View more

As long as your modem model is correct on the account your device would just need a reboot to get the latest code update...   The bootfile in most models have an upgrade statement in it.. ... View more

@Morac2 wrote:   To do this he had to deactivate my current modem. At that point anything plugged into the modem got a walled garden IPv4 address.  When he reactivated the modem, suddenly everything worked fine and I could pull a IPV4 address.  I don’t know if that is considered “reprovisioning” since as far as I’m aware no information was re-entered.     Sounds like the issue I am tring to work on.. :(..  yes by taking the modem off the account and even tring to add the other modem then going back to the "correct" modem did a reprovisioning of the modem.. ... View more

You really should post your RF signals and devices and how connected.. ... View more

Are you testing this on wired or wireless?  Make sure you test on wired at least once to see what you get.. ... View more

This is not the same issue as the provisioing issue where the user used the WAN-MAC and not the HFC-MAC (CM-MAC)..  If I took a guess I would say your CPE device is showing up in the system as a DOCSIS device and not a CPE device..  The modem will need to be  re-provision all together if this is the issue via a tech support or someone in the provisioning system would need to check your WAN-MAC and make sure it is a CPE device.. What is the IPv6 CPE address your getting?  That would tell me right away.. ... View more

@pah0 wrote: In my case, the wrong MAC address was entered during provisioning.  On seeing others resolve their issues by private messaging ComcastJohnN, I messaged him on a Saturnday night and he responded, found, and fixed the issue within 10 minutes (I do not suggest everyone abuse John's Saturday nights, but it is testimony to his dedication and customer service).  In his words:   This usually happens when the wrong MAC is used in the provisioning process. It has to be the CMAC (also called CM MAC, HFC MAC or Cable MAC.)  If one of the other MAC addresses on the modem is used, or if it's just not entered correctly, it will break DHCP and your router won't get a valid IPv4 address and you'll only be able to reach IPv6 sites.   It may be that it happens more with this modem because the modem lists two MAC addresses, a "WAN MAC" and an "HFC MAC".  Provisioning services just ask for the MAC address and its not clear which one, and they often don't know either.  So they enter the first one, which is wrong.  If you buy this modem and have it provisioned, make sure they use the second "HFC MAC" address.  Even when they correct it, which they can do over the phone, as of Dec 2017 you need someone like ComcastJohnN to fix the error in the backend server--Comcast support do not have access to this and do not know how to do this.   Thanks again John, and I hope Comcast can come up with a way for Support to be able to fix this themselves and give you your Saturnday nights back! The HFC-MAC (CM-MAC) is the correct MAC address that should be used in provisioning of the modem this is true..  But there is a second issue where some devices are picked up in the provisioning system as a DOCSIS device for the WAN-MAC and not a CPE device..  This also happens at times..  The second issue requires a "higher" level of support or someone to re-provision the modem all together.. ... View more

I get 950 on my SB8200 but I never tried it with my MAC direct will try that on Friday.. ... View more

@dawalt wrote: Ah I have another question! I received my email confirmation of the service change and upcoming installation appointment. If I go to my account page now, it says there is an upcoming appointment with its details, but if I go to look at my existing service it already says "Gigabit Internet". On a lark I tried power cycling my modem, but the speed is the same. Since the modem shows DOCSIS 3.1 DL, is there a way to actually get the higher speeds now before the service person comes?   Thanks! reboot your modem if your billing is already set there is a chance you will get the new bootfile..  ... View more

@justinkoehn wrote: There was supposedly an update for the XB6 that was going to come out yesterday (8-10-17) and it had an issue so it is deplayed until next week according to an Arris engineer. I seriously hope they fix this soon I monitor the Comcast RDK builds and keep an eye on things like this that come up.. ... View more

@jweaver0312 wrote: I’ve have seen a thread https://www.dslreports.com/forum/r31459294-Speed-Provisioning-question?search=Cm1000%20 where some customers have been reporting that they still have the 20% overprovisiong with OFDM active on their modem. So for as far as I remember the CMTS class of service has always had a little overprovisioning in them..  I cant say the amount becuase I dont know but there has always been a little.. ... View more