About ArrisTuska

ArrisTuska · ‎04-11-2018

Just an FYI Comcast has been in the process of installing the patch that fixes the "no hop limit" issue on the ARRIS CMTS platform in some areas..

ArrisTuska · ‎03-07-2018

@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..

ArrisTuska · ‎03-06-2018

Going to send you a PM want to check the CMTS side..

ArrisTuska · ‎03-05-2018

@bcook17 wrote: Any ETA for the fix from Comcast on the ARRIS modems. The hop limit issue is not a modem code issue but a CMTS code issue.. Now with that said CMTS's are getting the upgrades and patches I have seen some progress on this..

ArrisTuska · ‎02-19-2018

@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..

ArrisTuska · ‎02-19-2018

I just checked you have the latest code but you have a little noise on the ODFM and upstream; a tech visit maybe the best to get that looked at.. But what is odd to me is my modem has more noise in the Plant then yours does and I am getting 945.. I guess I will need to ping some people to get that looked at as well..

ArrisTuska · ‎02-17-2018

@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..

ArrisTuska · ‎02-16-2018

I will ping people and find out how the upgrades are going..

ArrisTuska · ‎02-01-2018

wrote: Finally got the modem to activate by calling in. Now the modem shows as CM 820A on my device page online and not the correct model (CM 8200A), but i'm able to connect to the internet and getting close to my advertized speeds of 220/11and IPv6 also works. This is a problem the CSR agent put your device in the system as a CM820A in billing, that should have been flagged because it is not a retail modem.. Without the correct modem model in the system your device will never get the latest firmware updates.. Can you call in to get this corrected they will most likely need to delete and re-add the modem.. The reboot or manage device options on Xfinity/account page also don't work. They used to work for my Linksys device even though it was personally owned. Cant speak to this becuase I dont know.. I have never used this.. I'm also unable to connect to the modem page http://192.168.100.1, although i can ping it from my PC and the ping comes back fine. This is a known bug and is getting worked on, I have a SB8200 and cant access the page as well.. What you can do is connect a second PC to the second port on the SB8200 with a static IP of 192.168.100.20 and access 192.168.100.1.. This is how I do it right now..

ArrisTuska · ‎01-29-2018

@ 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..

ArrisTuska · ‎01-28-2018

@ 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..

ArrisTuska · ‎01-25-2018

Rustyben wrote: I have an old owned arris surfboard modem and the roku works fine with my netgear router. does your 'modem' macid match what is on the xfinity My Account app? Funny I need to check that, now that i think about it may not my house may be on a test modem for a X1 test I am doing..

ArrisTuska · ‎01-25-2018

Rustyben wrote: minimum beta environment requirments is must be a subscriber to x1 with at least one set top box and use the in-home wifi. Edit: If you have Xfinity TV service and the X1 package and the modem HFC macId is the same as on the Xfinity My Account app under the internet tab for the modem and the model number of the Roku is allowed then the Stream app should work. Yep I have X1package just not the Xfinity modem.. It was working great till today, guess I will need to ping some people on this one.. Odd; really was just tring to see if anyone else had this setup and working or not..

ArrisTuska · ‎01-25-2018

So I have been using my Xfinity Stream (Beta) on the roku and it stopped working: Error createDrmSession.403-102 my setup SB8200 -> Edgerouter -> WiFi I have DNS setup for this device to use the Xfinity DNS Servers for both IPv4/IPv6.. Do we know why it would stop working? no I am not using Xfinity WiFi and dont have a Xfinity Wifi device in the house..

ArrisTuska · ‎01-25-2018

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..

ArrisTuska · ‎01-24-2018

Oh one more thing I have never tested or worked with a TP-Link Archer C1200 router.. If you send me your CM-MAC via PM I could check on one thing.. Some router vendors would reassign the DUID to each interface every time the device rebooted but I was thinking everyone fixed that back in 2015 but I could be wrong.. I could check the DUID for you before and after the reboot if you wanted..

ArrisTuska · ‎01-24-2018

Comcast doesnt do static IPv6 Prefixes what they do is an extended lease (reserve) for business customers.. Now as for your issue your IPv6 prefix shouldnt be changing each time you reboot your router, that is a broken router.. As long as your router is online for the renew all should be good... Since we started IPv6 back in oh 2013 I think my prefix has changed about 6 times and that was due to IP address re-allocation not much any one can do about that.. I have had the same /60 block for over a year and half now I would say.. Bottom line if you need more of a reserve prefix then you would need to go to a business account..

ArrisTuska · ‎01-24-2018

Everyone that sent me their CM-MAC I forwarded it on to OPS.. Will keep an eye on the status just dont have an update yet..

ArrisTuska · ‎01-11-2018

Comcast should be helping you on the RF issues.. Upstream Rx Power -0.5 0.0 0.0 0.5 Upstream SNR Ch 34.3 36.5 37.8 37.5 Upstream ICFR 1.5 1.61 1.68 2.44 Upstream Ripples 2 4 4 4 Down FEC Corrected 1.0E-5 1.0E-5 1.0E-5 9.9E-6 Down FEC Uncorrectable 4.3E-7 4.4E-7 4.6E-7 4.4E-7 Up FEC Corrected 1.2E-4 1.2E-4 1.2E-4 1.2E-4 Up FEC Uncorrectable 3.3E-6 3.3E-6 3.3E-6 3.3E-6

ArrisTuska · ‎01-11-2018

M0untainman wrote: Awesome. Thanks ArrisTuska! Comcast folks, do you have a contact person who can keep us up to date on this? It's kind of goofy that an Arris employee has to tell us about status of a patch that is inside Comcast at this stage. (My bets are nobody from Comcast will reply - nothing to see here... move along)... I will be keeping an eye on it, was just on a call about this patch no release date.. Can you resend me your CM-MAC via PM I can make a request to get your CMTS as part of the soak area.. I cant say if they will do it but I can make the request..

ArrisTuska · ‎01-09-2018

M0untainman wrote: Any updates on when we can expect this to be fixed? There is a Hot-Fix (Patch), Comcast is running it thru the testing before they put it out into the field..

ArrisTuska · ‎01-07-2018

Post your signal's please.. So I got this correct.. your saying ethernet connected devices keep working but the WiFi devices have issues?

ArrisTuska · ‎01-07-2018

But the CSR agent can delete your modem and re-add it.. When they re-add it make sure they have your correct HFC-MAC (CM-MAC) from the modem.. If the wrong MAC is used these kind of issues can come up.. --------------- 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.. ----------------

ArrisTuska · ‎01-07-2018

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..

ArrisTuska · ‎12-30-2017

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..

ArrisTuska · ‎12-28-2017

What modem do you have?

ArrisTuska · ‎12-26-2017

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..

ArrisTuska · ‎12-23-2017

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..

ArrisTuska · ‎12-21-2017

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

ArrisTuska · ‎12-18-2017

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

ArrisTuska · ‎12-18-2017

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..

ArrisTuska · ‎12-18-2017

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..

ArrisTuska · ‎11-30-2017

rphill01 wrote: That s%^&ks, I was going to purchase the sb8200 because of the 2nd port. 1 to my router and the second to the Xfinity Home security router to eliminate a bottleneck. Now I see there is no reason to go with the Arris. Thanks for the clarification. That is a really good use case for the second port I will bring it up to some people..

ArrisTuska · ‎11-27-2017

MickeyPhelps wrote: So yes - thank you ArrisTuska for keeping it real. It is SO appriciated... (now, what's our ETA? ;) OK so working on a ETA, we know the issue and are working on a patch for the CMTS's releases.. I just cant pin-point a timeline at this time..

ArrisTuska · ‎11-27-2017

EG wrote: Hi Chris. For curiosity, a question if I may. What about a /56 or a /48 ? Last I checked a /56 for CCR Accounts and a /48 for the Biz Gig Fibre\Pro accounts but that could have changed at some point..

ArrisTuska · ‎11-24-2017

theddc wrote: Just think what would be happening here if we didn’t have ArrisTuska working behind the scenes on this to help and advocate for us and actually research this - ABSOLUTELY NOTHING! We would keep getting fed lines such as “we don’t support prefixes”. Well, golly gee donuts, I wonder how absolutely ANY IPv6 support happens at all on their network for residential customers considering a /64 is a prefix. But they really know nothing of these terms so it’s easier to make it up as they go. I’m guessing it’s guys like ArrisTuska who are legitimately swamped with actual work while the guys with “tier 2/3 network engineer” titles at Comcast represent the company so poorly and tarnish the name. Oh by the way as one of the former employees and v6 guys over at Comcast this bugs me a little and I have talked to some people about this.. Comcast does support IPv6 PD for residential customers they also support a higher prefix other then /64 if you want.. Your router just needs to support a Prefix hint, so you can send a prefix hint of /60 and the DHCP server will honor it..

ArrisTuska · ‎11-23-2017

M0untainman wrote: On my blog on this issue, I had a guy recently report to me that this is also happening on TWC/Spectrum and thinks its the Arris CMTS as well since it doesn't appear to be a problem only on Comcast. I can confirm Charter (TWC/Spectrum) will be affected by this issue as well..

ArrisTuska · ‎11-23-2017

This issue is not a Comcast support issue but a ARRIS CMTS code issue.. We are working to correct the issue, I am working with our CMTS support team to get an update to the CMTS code.. I am hoping to get more infomation on this next week, the past couple of weeks we have worked on reproducing the issue and getting sniffer traces to confirm the issue.. I have my own CMTS in a lab in Phiily and reproduced this issue and was abile to confirm what was needed to fix it.. Once I know more will post here..

ArrisTuska · ‎11-07-2017

M0untainman wrote: Since ArrisTuska has gone silent, can somone from Comcast please give an update? I dont have much of an update just that we are looking into this.. I will ping some people on my side to see what we have seen so far..

ArrisTuska · ‎09-29-2017

This is NOT confirmed yet but it is looking more and more like it is a CMTS issue and not a DHCP server issue.. So if that would be the case then it woudnt be a Comcast issue but a ARRIS issue.. Once I get it confirmed I will point it out, I also need to confirm if this issue is on the latest code on the CMTS that is getting pushed out to the field shortly.. So those CM-MAC's you all have sent me is a great help; so far the only people that have seen this issue is on a E6000 and not the "other" CMTS..

ArrisTuska · ‎09-19-2017

M0untainman wrote: Hi ArrisTuska, I had sent you some items a couple of weeks ago... do you have any update to this problem? I will ping the DHCP OPS again about this..

ArrisTuska · ‎09-19-2017

rreamon wrote: Can someone direct me on how to get this firmware upgrade push to my SB7580-AC? I called Arris Customer support says only cable provider and Comcast tech support says they upgraded all software but when i check firmware version it is not beed updated. What code do you have on your device? The bootfile has a upgrade statement on most devices so rebooting would get the device to the latest build that Comcast has approved..

ArrisTuska · ‎09-02-2017

dndx wrote: Comcast, please fix this. I am going to PM you I want to know what CMTS your on.. and check some things..

ArrisTuska · ‎08-25-2017

Any update on the firmware release? My internet is down yet again, even as i type this... I am not big on saying "working on it", but it is being worked on the last QA test found some issues with the latest build earlier this week.. The team working the issue is hoping now for next week, this is a high priority item and is getting worked on..

ArrisTuska · ‎08-17-2017

saunderse4 wrote: This needs to be fixed ASAP or they are only going to make it worse on themselves as they are rolling these out to all new gigabit customers here. This is good to know I will forward it to Comcast RDK team..

ArrisTuska · ‎08-17-2017

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

ArrisTuska · ‎08-16-2017

This is being looked at and has been escalated..

ArrisTuska · ‎08-14-2017

justinkoehn wrote: Any update on this firmware release? Not yet but I have some meetings on Tuesday and I will work on getting some answers..

ArrisTuska · ‎08-13-2017

dcherr wrote: picture of station in right hand corner when searching channels Seen that as well, one feature I really liked..

ArrisTuska · ‎08-11-2017

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..