The ARRIS SURFboard SBG7580-AC home gateway update that is being distributed includes a whole home security suite powered by McAfee. The update brings the device up to ARRIS’s current specification, adding some new features that include ARRIS Secure Home Internet by McAfee. If you have any questions, or would like to unsubscribe to the service, please call our customer service number at +1-877-466-8646.
We are working on a better way to opt-out other then calling into the call center..
As I have already indicated this firmware-software update is an Arris's forced decision not mine.
If Arris wants to sell their new modems and boast and advertise about this modem being the first to contain this McAfee software product hip hip horay congradulations to Arris simply bringing out a revenue generator.
In my eyes modem owners should already have suitalbe computer and interent security sofware for protection.
If they don't it's their own fault and it should not be Arris's duty or decision to make sure modem owners are protected.
The new features you mention from what I have been able to determine is strictly a firmware which the McAfee sofware intergrates the enhanced features with a Mobile App to access these enhanced features. If a consumer does not download the mobile app. the new features do not exist within the administrative portal of this modem. Again, I will emphasize I had purchased this modem prior to Arris marketing sofware inclusion scheme.
I will continue to state, by forcing this sofware down my throat was a total bad business decision making process which Arris should have never forced any pre-existing modem owners with this update without first taking into considerations as to wether any of us pre-existing modem owners actually want this sofware. It's quite obvious and simple I do not want this McAfee product. ArrisTuska, was the SBG7580-AC modem broken with failed firmware?
My guess is NO! and I highly doubt Arris would have pushed a complete firmware update had it not been for this new McAfee product which seems be pushed by Arris's through the marketing department with the interests of bringing revenue into your employeer's corporate executive's pockets. I'll bet this modem is not going to be the hot product on the market with this McAfee sofware once consumer's who buy this modem come to realize the obstacle's encountered with this software which hinder's the freedom to navigate the internet or specific websites.
Just to bring this to your attention. This firmware McAfee is not an advance purchase subscription product it's a free forced product with an eventual subscription. According to Arris product site this sofware is free for 3 years, Then what? I have no clue what happens to the software after this 3 year period. So, there is no ability to simply unsubscribe or opt out as you have indicated and this McAfee software DOES NOT disables or goes away.
Enough said ... This saga will continue until Arris and McAfee figures out a solution to this problem.
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Welcome to the world of the Arris McAfee firmware update intrusion into your modem.
I am certain you have been following this thread. Since this thread has been marked as solved which it is not, I will continue to post my conversations with my assigned Arris Customer Service representative who stated she has taken control of this case and hopefully it will be resolved.
The following is my mid-morning Friday, July 28th conversation with the Arris representative.
Basically, I am venting my anger with her. The representative keeps insisting Arris is working together with McAfee's software engineers in an attempt to resolve this problem. ( Yeah, blah blah blah) I told the representative Arris caused this problem without using any logic and common sense. Arris did not give much thought to the fact modem owners such as myself and based upon my internet reading there are also other modem owners who do not want this McAfee software intrusion which has been forced into our modem by Comcast and Arris really needs to take complete responsibility to fix the problem. One option she had come up with was refunding the cost of my modem. I told her this a terrible solution to the problem Arris has caused. She also indicated Arris would provide an alternate modem which is not within the same speed capability as this particular modem. Again, I told her this is also a terrible solution to fix this problem. I repeated, Arris needs to resolve the problem and take responsiblity to rectify the problem caused to myself and other consumers who own this model modem. I stated Arris has basically caused our modem to be force fed with this firmware-software update without any concern of their customer's. I continued to indicate it is my belief Arris convinced Comcast and the other service provider to push this firmware-McAfee sofware update through their network in order to update all of their pre-owned SBG7580-AC modems purchased prior to this McAfee sofware modem rollout in order to have all the SB7580-AC encripted with this McAfee SHP sofware. I also asked why did Arris even think about having this firmware-software pushed to these pre-owned modems when customers have the ability decline or agree to buy this SBG7580-AC modem with this McAfee Secure Home Platform software? She could not come up with a satisfactory answer other than agreeing with my statement because she knows it's true. (I want to post an expletive but Nerdburg will remove it so I have to behave myself.)
I told her what needs to happen is Arris needs to take complete responsibility since it's not a McAfee or Comcast problem and provide Comcast with the original firmware in order to push it to my modem and others in order to restore the modem back to a pre-McAfee condition. Arris also needs to have Comcast remove this firmware update from their network stream so it can not re-update my modem as well as others who pre-owned this modem and also requesting Comcast to remove all serial number's or MAC addresses or any other identifier's being used so in the future should Arris release another update it won't be pushed to my modem and effect our modem's at a later time. She stammered and studdered and couldn't say you're right s Arris should do this. But, repeated the same song "I will continue talking with McAfee's software engineer's and we are still working to resolve this problem.
Later in the afternoon she called back stating McAfee's software engineer's in Canada will be calling for a conference call to work on this problem. So, I'll see what McAfee comes up with.
I will be posting the results.
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Well, I got a call yesterday from the Arris Customer Server representative.
Well, apparently McAfee sofware engineers do not have a fix for this problem. Since the band-aid cloud disabling does not work. The comment give by Arris "They're working on it" What a bunch of bunk. Why didn't McAfee engineer's figure through with some intelligent logic before releasing this product in the first place?
So, in the alternative Arris will provide a refund for what I paid for this modem.
Arris = McAfee = Comcast You've entered into a failed product
NO! THIS MATTER HAS NOT BEEN SOLVED
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Spoke with the Arris Customer Service Representative regarding this disabling band-aid fix not working.
This representative stated she is baffled and appologized and said she doesn't know what is going on since it was working yesterday afternoon after having gone to their PR0XY.ORG test site. As we spoke she reached out to one of her peers who is probably a Support Technician who advised her to guide me through the proceedure to flush the DNS since I am currently using a MAC. I also cleared the 2 browser's I use cache. All this accomplished and still not working.
The representative checked on the Arris side and stated this disabled band-aid fix is still showing disable.
So, she stated she will be contacting McAfee's Sofware Engineer's. I do not know if she personally speaks directly with McAfee's software engineer's or one of Arris higher tier support technician makes the actual contact.
Having previous reviewed Arris's publicity regarding this joint venture which you can review by going to the below link.
I told this girl she should make contact with this Sandy Howe, SVP & GM, Consumer Products Group and inform her I am a consumer and who knows how many others who are quite irritated with the problems being encountered with the inability to freely navigate the internet without any hinderance of this McAfee software. Arris should consider doing a total recall on this modem and then roll back the release of this firmware-software until McAfee comes up with a complete solution to fix this problem. The representative called back to confirm which splash page I was receiving which I confirmed it's the block splash page not the Congradulation's page. The representative stated she will continue speaking with McAfee's Software Engineer's and will get back to me as soon as she receives an answer.
I will continue to post the results.
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Well, now I am even more irritated.
When I returned home this evening I tried to access a site which McAfee Secure Internet Platform deems to be a malicious site. (Just for the record which I'm sure others are wondering what site I'm attempting to access causing this splash screen appearing. Once again it's no ones business.
The fact of the matter and the issue is, I am still receiving the Arris McAfee splash screen Whoa, we flagged this site as malicious. Yes! I can proceed by clicking continue button in order for the software to process my request to proceed to my destination.
Well, it's quite obvious this McAfee disabling Band-Aid fix has restored itself back to it's current state. I think McAfee has hoodwinked Arris into believing they have comeup with a solution to this problem
I believe this firmware is still being pushed through the network by Comcast which is reprovisioning and uploading itself into my modem. I don't care what Comcast's higher level Technical Support states saying Comcast is not pushing this firmware. It's quite obvious these individuals are not within any level to have knowledge regarding this firmware which is being pushed by the Provider-Comcast.
So, the Arris Corporate Customer Service representative will be receiving yet another call from me in the morning notifying her of this complete failure. It did not acheive anything and will not be resolved until Comcast removes this specific firmware from their network stream entirely and pushes the original firmware to my modem.
Just for further information while on the phone with the Arris Corporate Customer Service representative this morning she had me test the fact this firmware-sofware had been disabled. The representative advised me to go to the following URL PR0XY.ORG As she indicated The 0 is a (Zero) not an O. While attempting to access this site the connection timed out which she stated was a good thing because otherwise I would have received the Arris/McAfee Splash screen if the firmware-software was not disabled. Arris McAfee hoodwinked your company into believing they have come up with a viable solution.
I will post again.
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SocialScholar Thank you for your response. I am currently reviewing and posting my reply via my mobile device since I am not currently at my residential computer. So, I cannot see or determine if this thread has been marked as being solved. Who ever has marked it as being solved and whether or not it can be retracted this matter has definitely not been resolved to a satisfactory level since Arris existing fix which I use the term as being only a Band-Aid fix at this point. I will be waiting for a return call from Arris informing me that Comcast has updated my modem with pre firmware condition and not being able to reprovision itself automatically by doing a factory reset
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Yes, that is the Arris Technical Support telephone number. If you read my current post you will see Arris / McAfee has partially disabled this software. I'm looking for Arris providing Comcast with the pre-firmware to restore my modem completely without the automatic provision upon a factory reset. I do not want this partial band-aid fix.
I'll keep everyone posted
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So, I did receive the call back from Comcast's Tier 3 Advance Support Supervisor. She also had a 10 year Advance Support Technician on the call. This Support Technician emphatically denies Comcast has pushed this firmware-software which contains this McAfee Secure Home Network Platform to my modem. The Technician also stated Comcast does not have any type of business relationship with Intel-McAfee. The Technician stated Comcast does have a business relationship with Symantec which Comcast provides their subscriber's with Norton software products which a subscriber can download and install. These Comcast products are Norton's Constant Guard or Norton Security Suite both I am familar with.
Comcast provides some Technical Support for these two products or Comcast will refer the subscriber's directly to Symantec which provides Norton Technical Support for Comcast subscribers if Comcast is unable to resolve problems associated with this sofware.
So, again I called Arris informing this Technical Support person that Comcast continues to deny having anything to do with pushing this firmware-software update to my modem. I also asked this Technical Support person who within Comcast knows about this firmware and the specific department. Unfortunately, this Technical Support person stated this information is beyond his level. The Technical Support person informed me as of yesterday my case has been esclated to their Corporate level and I should be receiving a call possibly tomorrow. So, I will post again once I receive this call.
So, once again Comcast get this unauthorized McAfee sofware out of my modem and restore my modem to pre-update condition. I will be looking forward to receiving this call from Arris Corporate level.
I just received a call from Arris Corporate Customer Service who informed me Arris made contact with Intel-McAfee and I'm being told McAfee apparently developed the ability to partically disable this firmware. I'm now informed the SHP is also Cloud base which is what has been disabled but if the device is ever factory rest the software will provision and reactivate automatically. I told her this band-aid fix was not acceptable. I want my modem to be resorted to pre-firmware condition. The only manner I can tell if in fact it has been accomplished is by doing a factory reset and seeing if I return to the original splash page. She will let those invoved know I am looking for a complete restoration fix not this partial band-aid fix. She will contact me when this happens if it does.
I'll be waiting and will post if anything further developes.
Those of you with the same modem needs to contact Arris also with regard to disabling the cloud side if you don't want your internet navigation hindered by sites which maybe on McAfee's hit list of being a malicious site.
I'll keep you all posted.
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Thank you for your responding to this thread.
Sir, you should have made an inquiry with your engineer's prior to your posting because you are absolutely incorrect stating Comcast did not install this McAfee Secure Home Platform. It is also quite unfortunate Comcast has not provided you or all other technical support personnel in the various countries technical support call centers with a complete knowledge regarding the push of this unauthorized software update. Your avitar-profile does not specifically indicate if you are a Technical Support personnel.
*** As of the time of this posting I am currently speaking with a Comcast Tier 3 Advance Repair Technical Support person who also stated Comcast does not and did not update my modem with this McAfee sofware. Unfortunately, she is another employee who has not received knowledge or training regarding this update. I informed her Comcast only has the capability to update a modem's sofware. This is not a consumer side sofware update. I requested to be transfered to her supervisor. This supervisor was also unaware and unfamilar with this update and also stated Comcast does not update modem's software. I told her manufactures do not release firmware-software to end user consumer's and we do not have acess to firmware-sofware in order to update our modem ourselves. Manufacture's only provide firmware-software to service provider's and only service providers have the ability to push software to devices on their network. ( I gave her the same example. I explained to her when mobile phone devices are firmware updated, it's the manufacture who provides firmware updates to service providers who pay for the firmware updates to add or correct phone problems unless it's an actual OS update) This supervisor is reaching out to Comcast Security and she will return my call. I have previously spoken with Security who stated he only handles e-mail or network security issues. So, I don't know if this is another security department within Comcast.)
I will post the results once I receive a call back.
As I have indicated my modem is a consumer owned modem. My modem was purchased prior to this collaboration between Arris and McAfee. As also indicated by Arris technical support there are currently two cable internet service providers one being Comcast who have entered into the agreement to update-board-flash-upload this unauthorized McAfee Secure Home Platform firmware-sofware to the SBG7580-AC modem. I have also previously mentioned this modem was not a recent purchase and was owned prior to July 21, 2017 when Comcast pushed this update to my modem which did not have this McAfee Secure Home Platform sofware installed. For your knowledge any recently manufactured SB57580-AC modems are now being released-sold with this McAfee Secure Home Platform. (see) http://www.arris.com/surfboard/products/wi-fi-cable-modems/sbg7580-ac-with-mcafee/
Comcast is my cable Internet Service Provider. There are currently only 2 cable Internet Service Provider's who have entered into this agreement with Arris and McAfee to push update-board-flash-upload consumer owned Arris SB7580-AC. Consumer's such as myself do not have access to the Firmware McAfee Home Internet Platform software and we not have the ability to update our modem with this software. However, there is always a possibility somewhere on the internet the firmware could exist if someone within has release this firmware on the internet. Personallly, I have not scoured the internet to see if I can find it. Also, do not believe there is any open source firmware available for this modem.
Arris does not maintain some sort of open backdoor in order to gain unauthorized access through the internet to upload firmware or any other type of sofware. With all this being said Yes! the company you work for did infact update my modem with this unauthorized sofware without notice. Also, I was never given an opportunity opt in or out.
So, once again Comcast get this unauthorized McAfee sofware out of my modem and restore my modem to pre-update condition. I will be looking forward to this Tier 3 Advance Repair Supervisor returning my call.
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Do you want some cheese with your whine regarding my circumvention of the word filter on this forum of a previous post.
I notice you have so eliquently removed? This is exactly what is being discussed here (circumvention) McAfee is circumventing and placing an obstacle in a surreptitious manner which was known to myself and now other consumers by blocking our paths and thus blocking my freedom to access any sites of mine. This is not and should not be McAfee decision. Yes! obviously it's your choice to have the power ego trip. With this being said if my removal from this forum occurs I believe my life will continue just fine without any concern wether or not I'm booted from this site.
No! I did not purchase my Arris Surfboard SBG7580-AC with this Arris McAfee software so there is no purchase agreement to which I have agreed to by simply purchasing this device. I owned this Modem prior to this software intrusion update implementation. As a matter of fact Arris is currently being inundated by consumers such as myself with concern of McAfee making a determination what sites they consider to be a threat. This is not their choice nor decision of what sites a consumer decides to access and should not impliment any type of sofware which hinders our ability to do so.
Just as long as consumer's like myself continue to complaint and we continue inform Arris we will be logging onto various other forum's discussing this topic matter and by attempting to persuade others not to purchase this particular Modem because of this forced firmware containing this SHP sofware which I consider to be an intrusion into my device and this software will be flashed into every device under Comcast data stream as well as this other service provider including those which are currently being manufacured. Perhaps Arris will rethink this venture if their sales start dropping like dead flies.
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This matter pertains to the Arris Surfboard SB7580-AC
On July 20, 2017 Comcast has pushed a firmware update to my Arris Surfboard Cable Modem WiFi Router.
This modem/router is a wholly owned device by myself. This modem/router is not rented/leased from Comcast.
This firmware is a joint venture between Arris and McAfee. This update has been provisioned to my modem and contains The McAfee's sofware called Secure Home Platform. Comcast and another ISP cable company whose business name I do not recall are the only two companies who are parcipating to push this firmware to the indicated modem/Router. Comcast had never notified me via an email or by any other means that this firmware update was going to take place. However, when I had attempted to browse the internet this firmware automatically caused a block to access the website I was attempting to go to had redirected me an Arris congradulations splash page. This page describes the details of McAfee's Secure Home Platform. I then called Arris technical support to confirm what was going on. At his point the technical support representative indicated the reason why I access was being blocked becuase of Comcast being my service provider pushing this firmware update. I realize Comcast is my provider. However, Comcast did not provide me with an option to Opt in or Opt out of this Mcafee/Arris firmware update which is a modem encrypted software. I then called Comcast technical support and spoke with 4 different technical support representatives. Based upon their accents, every one of them are forigner's which also indicates Comcast is oursourcing their technical support to foreign country call centers. These support representatives were totally clueless regarding this firmware update. I was also transfered to a Comcast's Seccurity Department support representative who was also clueless and stated to contact McAfee support directly. After having spent hours on this matter and going in circles. While speaking with McAfee the support representaive couldn't find me as their subscriber.
Well, another dead end. So, I called Arris again and requested to speak with a supervisor who also confirmed the fact of this update. I told the supervisor I wanted assistance to get rid of this software. The supervisor stated since it's actually a McAfee firmware / sofware update and new he would have to check his resources. The supervisor called back and left a message indicating for me to call back and speak with their Tier 1 Support who will contact McAfee through a confernece call. So, I called and spoke with another Arris representative. I also mentioned to this guy I did not authorize this firmware update and i wanted it to removed. I ended up being transfered to yet another Arris supervisor who repeated the same thing regarding the update. I told this supervosor I did not want this software. The supervisor did some reseach and told me to call back and I would have a confrence call with a McAfee's support to remove the software. Making yet another call to Arris the representative made contact with McAfee providing the complete details of the modem. McAfee's support tech. stated the sofware can not be removed and informed me to buy another modem. The McAfee tech. stated If the customer purchases a new Modem it will not have this software. The Arris guy said Comcast will automatically push the update to the new modem so that won't work. The Arris guy stated he is going to esclate this matter to his supervisor to determine the next step. I'll be waiting.
Comcast get your McAfee sofware out of my modem. You do not own my modem.
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