About jperry472

So it looks like mine got updated December 6th. Never did hear back from anyone at Comcast / Xfinity. So glad I pay so much a month, and can't get support.   Information Standard Specification Compliant ARRIS DOCSIS 3.0 Cable Modem / Retail Hardware Version 3 Software Version 9.1.93V   Wed Dec 06 04:45:29 2017 6 SW Download INIT - Via NMS Wed Dec 06 04:46:12 2017 6 SW download Successful - Via NMS ... View more

So I checked my modem this morning and the event log shows "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;" firmware is still a v9.1.93N. Called Comcast again, got the Level 1 run around again, got a manager on the phone, got to the "Advanced Repair Department" and was advised to power cycle and if there are any updates on the server they would be downloaded, did this and same version shows up. Was told that whatever version is on my modem is the latest version Comcast has. They reccommended I contact Arris again. I called Arris and again they confirmed that the ISP is responsible for pushing the firmware. I requested Arris open a complaint as Comcast has repeatedly stated that they are not responsible for Retail Modems and to contact the manfacturer of said modem for updates. All Comcast is responsible for is provisioning and verifying connectivity.   I am now waiting for a call back from Comcast so I can open a complaint on their side.   ... View more

So after another hour on the phone with Comcast, got a manager to call Level 2 and finally Level 3. My modem is now on their list to be updated in the next 24-48 hours. So we will see.   I told the manager that the level 1 documentation needs to be fixed, the run around I got was rediculous. ... View more

I just spent 2 hours on the phone with Comcast Internet Support and literally got no where. The firmware on the modem I just bought is 9.1.93N, searches are showing that 9.1.93V is out and Comcast has had it for about 7 months. This is to help resolve the Intel Puma 6 issues. I have been having some issues with speed tests and Vudu UHD streaming is having a lot of problems.   So I called and requested the updated firmware and was told that because I own the equipment I am responsible for the firmware, Comcast doesn't have it and to call Arris. I demanded the next level of support, was refused, then requested a manager. Spoke to a manager, explained the issue, she said the same thing the first agent said, but offered to call and conference in Arris, Arris confirmed that the ISP is provided firmware updates and they do their own testing and update customer modems. Arris did recommend resetting to factory defaults, which I did and firmware is still showing same level. The manager then called their equipment department, and they were wanting to swap out my modem, I told him what I was looking for and what the issue was, he advised that his department doesn't handle that and that I needed to go back to the Internet department, which the manager from that department had dropped off the line, and he gave me a phone number that goes to a fax machine.   So tomorrow I guess I will start this process all over again. What a joke................   ... View more