Hi all, I would like to offer my apologies for the delay in this issue getting resolved. I understand the impact this may have had over the past months, but the teams have been working on this.
For customers with xFi Pods, the issue is resolved. If you are still seeing this issue please let us know and we can investigate.
For customers without xFi Pods, the issue is in the process of being fixed for each Gateway model. Customers with an Arris 3482G should see resolution over next few weeks.
I will provide updates on the other Gateway models when available.
Hi everyone, I wanted to provide an update on this.
This issue should be 100% resolved for all customers with an Arris 3482G and Technicolor CGM4140COM.
We are still working on getting the code fix implemented for customers with an Arris 1682G and a Cisco 3941T. I will update this thread when I have more information for these.
Below is where we stand with the latest status.
This issue should be 100% resolved for all customers with an Arris 3482G, Technicolor CGM4140COM and the Cisco 3941T.
The update is currently rolling out for customers with an Arris 1682G. You should start seeing improvement over the next 2 weeks.
I will respond when it is completely resolved.
At this time, the issue regarding incorrect device status (Connected vs Not Connected) showing in xFi should be 100% resolved for all customers with an Arris 3482G, Technicolor CGM4140COM, Cisco 3941T and the Arris 1682G (yay!).
If you continue to see this issue with incorrect device status, I would first recommend doing a Gateway reboot or power cycle. The best way to do this would be to unplug the Gateway's power cord, wait 10 seconds and then plug it back it. This will ensure that the Gateway has the most up-to-date firmware.
If you have attempted a Gateway reboot but are still seeing this issue, please reach out to us and let us know.
We appreciate everyone's patience while this was getting fixed and would like to apologize for the time that it took to reach full resolution.
We have found that this issue is still impacting customers with a Cisco 3941.
The team is working on getting the fix out and I will provide updates as I have them.
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