04-25-2012 11:09 PM
Modem- Motorola SBG6580
Since ~3pm today I have had no internet service, after watching the logs and other information on the modem I've determined the following to be occuring:
1) Modem power on - firmware version at 184.108.40.206-GA-07-180-NOSH
2) Modem attempts to connect
3) "Network Access" status under Status->Software is "Denied"
4) Check "Event Log", nothing out of the ordinary
4) at ~1 minute uptime, on refresh I'm kicked out of the login on the modem configuration
5) upon logging back in, "Network Access" status under Status->Software is now "Allowed"
6) Check event log, message "SW Download INIT - Via Config file d11_m_sbg6580_silverpboost_c01.cm" now exists
7) ~2:30min uptime clicking on anything kicks me back to the modem login screen
8) upon login, firmware version now reads "220.127.116.11-GA-09-058-NOSH"
9) Modem attempts to connect
10) "Network Access" status under Status->Software is "Denied"
11) Check "Event Log", nothing out of the ordinary
12) at ~1 minute uptime, on refresh kicked back out to the login screen
13) upon logging back in, "Network Access" status under Status->Software is now "Allowed"
14) Check "Event Log", message "SW Download INIT - Via Config file d11_m_sbg6580_silverpboost_c01.cm" now exists
15) ~4:30min uptime clicking on anything kicks me back out to the modem login screen
16) Upon logging back in, firmware now shows 18.104.22.168-GA-07-180-NOSH again
17) And starts all over again.
I have spent 4 hours calling customer service, getting forwarded around, asked 800 times if I can reset my wireless router, no one knows what they are talking about, I've asked to be escalated, at which point I was forwarded to someone else, who again asked me if i was having wireless problems, and eventually forwarded me to a non existant number.
Anyone have any idea how to stop this?
04-25-2012 11:20 PM
trust me, I'm trying but I'm either told there is no firmware update being pushed or asked if this is a wireless problem..
If only I could get away with this type of imcompetance at my job, this is absurd, for the amount of money Comcast is charging they need to at least have one single person in their customer support that knows how to diagnose a problem other than reading down a list and forwarding you to the next person who reads down the same list.
04-25-2012 11:24 PM
FWIW, have you ever seen this thread ?;
Be advised that it is quite "lengthy ", and that your current version of firmware is the troublesome one and not the "latest one". Unfortunately, because it is a gateway device that is under their control, you will have to wait until your local system pushes it to you. You could try powerycling the device by unplugging it from the A.C. power source for a minute or two. Sometimes this is needed to pull the update.
04-25-2012 11:31 PM
Yes, the issue is that they are pushing the new firmware, the modem installs it, restarts, comes back online, then comcast pushes out the old firmware, the modem installs the old firmware, restarts, comes back online and then comcast pushes the new firmware again.. etc etc
I would have canceled my comcast service by now if their billing department wasnt closed, looks like I'll be doing it tomorrow. in 8 years of DSL service with Verizon, I never ONCE had an outage. This is unacceptable, especially at 2x the price.
04-25-2012 11:32 PM
Again, I am -watching- the event log, I see the new firmware installed and operating, in the event log it shows comcast pushing the same file again, when the modem installs it and reboots its now at the old firmware version. Both pushes are the same file name.
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