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About deh2k
since
07-06-2017
12-25-2020
deh2k
Frequent Visitor
6
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1
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0
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09-26-2020
12:21 PM
It is now approaching a year since I first reported this issue and I really suspect that it will never be resolved. I also suspect that the reason that the battery status feature was disabled is because it didn't work properly and there may not be a way to fix it with firmware. But they should admit that is the case and own it. I will definitely look elsewhere the next time I need a modem.
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07-02-2020
03:04 PM
I hope that this post helped to identify your problem. As far as I can tell, the battery provides the basic functionality that it's supposed to now (charges up and keep the phone working when the power is off). But when it's working properly it is supposed to indicate whether or not the battery is connected and working properly (i.e., not worn out). It seems very weird that they would disable that feature.
I have put my modem on a UPS now so that my internet keeps going when the power goes out as well as the phone, so the built-in battery is not as important as it used to be.
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01-17-2020
04:28 PM
Thank you for following up on this. I want to make it clear that the issue is not just that the battery status light is not lit. The modem status web page also reports that no telemetry was reported for the battery, which sounds like the battery health is not being checked. That would be more than a GUI problem.
I hope that your approval process is more effecive this time.
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12-28-2019
02:18 PM
I agree with all that you say, and pretty much said that to the Arris support person. He said that it's up to Comcast to push out firmware that works and there's nothing Arris can do about it. I know for sure that I will buy another brand next time. For now I'm just stuck between two large corporations that messed up my modem and won't help to fix it.
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12-28-2019
12:26 PM
Thanks for the advice. It's probably no surprise that Comcast says it's Arris's problem and Arris says it's Comcast's. And here I am with a modem that isn't working properly. The Arris person did tell me that other people have complained about this, and if that's true then maybe it'll get fixed eventually.
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12-28-2019
06:54 AM
1 Kudo
I have an Arris Surfboard SBV3202 that has a battery to keep the landline going when the power is out. I recently noticed that the battery light was off on the modem and checked the management console webpage where I noticed that a) the console looked very different, and b) the Power Supply Telemetry said No Status Reported and that there was no test in progress. It does still show the battery serial number and product ID.
I suspect that Comcast loaded new firmware that disabled the battery check and status. This is bad because a healthy battery is important for making calls when the power is out. I don't know if this change was accidental or intentional, or even if it means the battery is still being charged at all.
I have tried different batteries and called Arris and Comcast and have not had any luck. Any thoughts about what I should do?
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