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About ComcastChirag
since
04-01-2013
11-11-2016
ComcastChirag
Official Employee
172
Posts
25
Kudos
14
Solutions
05-05-2015
12:42 PM
@kr88 wrote:
Are you still looking for beta tester for future updates, or is this the end for the SBG6850 and IP6 support.
I will be at some point, but will see what Arris finds out with this random WiFi issues. Can I consider you for future beta testing? If yes, is it possible if you could PM me your HFC MAC address?
-Chirag
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05-05-2015
12:04 PM
@vidjuheffex wrote:
does the rollbacked version support ipv6?
No it does not, that was one of the main reasons of new firmware to get IPv6 support on SBG6580.
-Chirag
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05-04-2015
07:20 PM
Firmware was rolled back this morning, a reboot of the device should initiate a downgrade to 6.5.2.0 release.
-Chirag
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05-01-2015
07:26 PM
@jasonb123 wrote:
I don't know how this fits with the firmware upgrade, but on 4/29/15 my wireless internet started going in and out. Initially I would lose internet every 5 minutes. Today it's more like every 15-30 minutes. With the laptop connected by ethernet, I get no problems.
I noticed on 4/29 that the gateway's OS was changed to an Arris setup when I checked the setting. I dont know when exactly it updated since I haven't been to the gateway OS page in months.
The issue occurs on 2 different laptops and my cell phone. I can get internet back (for 5-30 minutes) if I disconnect and then immediately re-connect to the network on my laptop/phone.
What can be done about this?
Please PM me your CM (HFC) MAC address.
-Chirag
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04-30-2015
06:50 PM
@BennyS wrote: I received the upgrade to the Arris router and it killed my bridge mode. Tried several different settings to get it to work again without luck. Can somebody at Comcast explain how to enable it so I can use my own router? Any help is appreciated
Try the following to put the device in bridge mode. Upgrade should not have broken your bridge mode, let me test out here.
Login to the device GUI --> Basic --> Setup --> Gateway mode --> Toggle it to bridged
-Chirag
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04-28-2015
10:08 AM
@Trrbocharger wrote: Wifi disconnected, and then reconnect but drop speed from 50 Mbps to 0.02-3.0 Mbps. it's annoying, but everytime the wifi drops, my devices all disconnected from it, my laptop network icon have the "orange triangle" saying that my internet from both IPv4 and 6 have "no internet access". So, to fix the slow internet and disconnection, I have to turn off the router itself and then it will be back to normal for roughly 10-20 minutes. This is worse than the firmware before this. It is really scary to do a test for college online knowing my internet will forcefully disconnected from all internet sources. Then, I have to manually turn it the sbg6580 off or wait for it to connect (takes like 2-5 minutes). The older one slows down and doesn't disconnected at all. I'm much referred to the older, buggy firmware then this firmware. I hope I answer the question ComcastChirag-K. Please update us
Please PM me your HFC (CM) MAC address... just to let you know, during initial beta testing none of these issues cropped up. There were numerous customers volunteered for beta testing and I did not hear any issues.
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04-28-2015
10:05 AM
@motojojo wrote:
Chirag,
I am having a similar issue with the SBG6580. The modem's FW rev# is SBG6580-8.6.2.0-GA-00-131-NOSH.
After about 30 - 60 minutes after powercycling the modem I lose access to some websites, not all. I have tried a factory reset. that behaves the same way. The refresh sent by online tech reps do not help at all.
Examples of websites that work:
google.com - returns query results but cant connect to the result's link
Yahoo.com - same as google
facebook.com - cant connect to links
coursera.org
Examples of websites that do not work:
amazon.com
ebay.com
barnesandnoble.com
Netflix.com
The error I get for sites that do not work is Connection Timed out. It does not matter which manner I am connected WIFI or via ethernet cable. I get Connection timed out after 30 - 60 mins.
Can you PM me your MAC address? Are you using 2.4G or 5G on your SBG6580? Have you tried Ethernet connection?
-Chirag
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04-28-2015
10:02 AM
Stephanie,
Sorry to hear what is being told to you by one of our reps. Any user that has Comcast in front of their name with red tag are all official Comcast employees.
Looking at your event logs, it seems you might have a plant issue. How often are you seeing T3/T4 timeouts in the logs? When you disconnect does it reconnect on its own or do you have to power cycle the device?
-Chirag
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04-27-2015
06:20 PM
levimeir7887 - You had issue on older release and newer, both. I would recommend a factory reset of your device and see if that helps.
All,
We have been doing extensive testing on this new release and all initial testing since February looks good. We did not hear any WiFi disconnects with this new release. I would need specific details as to what is your experience with this new 8.6.2.0 release on SBG6580.
WiFi disconnect? Does it recover on its own or do you have to reset the device?
-Chirag
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04-03-2015
05:16 PM
@padunn00 wrote:
I think it is amazing that one support person can fix this issue for many but the rest of us are left shaking our heads and dealing with it. I don't have the same equipment as the people Chirag has fixed but haven't had a decent call since they upgraded my service and brought me a new modem/wireless router.
Yours is definitely something local. Your US BER has been fluctuating a lot. There's nothing much we could do remotely. I can try to upgrade you to an engineering release to see if that helps? Would you like to try that?
-Chirag
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04-02-2015
11:22 PM
@ronday24 wrote:
I have been having this issue for a couple of months. I have tried new modems, new phones, I had a service call where he replaced a bunch of wires (that one worked for two days) I have reset the modem, all of these either didn't work at all or worked a dy or two. I don't know about all of you but I am tired of paying for service that I don't receive, especially when comcast says how important our customer satisfaction is to them. I am not feeling very important and I would like for SOMEONE to be able to permanently fix this issue.
You should not see any issues with call quality now. If you do, please let me know!
-Chirag
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03-16-2015
11:35 AM
There was an issue with call quality and Technicolor TC8305C device, which is corrected at this time. There are no known issues with Arris TG862G and call quality. If you continue to have an issue, it could be something local.
-Chirag
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03-11-2015
04:44 PM
It is always good to bond on more DS channels. But to really see the difference, it also depends on what type of speedtier you are on.
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03-11-2015
04:28 PM
Your CMTS is set for 8DS. I cannot say when it will be upgraded as it depends on the market and how are they scheduling to upgrade.
-Chirag
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03-11-2015
04:14 PM
Unfortunately, your CMTS is not set for 16DS at this time.
-Chirag
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03-10-2015
11:00 PM
That is correct, PM me your CM MAC address of the modem and I can tell if your CMTS is set for 16DS or not.
-Chirag
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02-09-2015
07:39 PM
More information will help us to drill down further, can you'll let me know the make and model of the gateway?
-Chirag
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01-23-2015
06:50 PM
3 Kudos
Can you please PM me your CM MAC address or Comcast Account number so we can take a look? -Chirag Operations Engineer NETO, Comcast
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