Basic Internet Connectivity And Modem Help

[Mary_V]

I have the SBG6580 and the same problems. Thing is when this thread was started my connection was fine and then just last week I started seeing these drops and then of course this week so far.  It's tough to read through all that but what was the fix?  Or are they working on on at least? I use this for ps3, xbox, ipad and another laptop. Just curious. I had alot of trouble setting this thing up. Unless someone can recommend a new one but really this one is fine I shouldn't have to get a new one because comcast is acting stupid.

[MidnightCat]

There's no fix at the moment. We have to wait for them to fix what was wrong with the lastest firmware version 3.3. For now, everyone has been rolled back to firmware version 3.1. Wish they would have kept us on 3.3 while they fixed what was wrong, it was more stable for me. If anything, if you can't return it, probably best to wait until they fix what is wrong, unless you want to spend money on a modem and router separately.

[EG]

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MidnightCat wrote:

Wish they would have kept us on 3.3 while they fixed what was wrong, it was more stable for me.

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My understanding is that yes, it did fix most of the performance/operational problems for the 6580's but there was some other unwanted negative effects on other equipment in the system/plant so it was rolled back.

[ecs831]

Any new news on a f/w upgrade? We have been seeing exactly the same problem here.

[BeltranCaruana]

Talked to the Geek Squad at BestBuy yesterday.  Found out that Motorola allows an in store credit. I bought mine in September of 2011.  Taking it back today.  Getting a dedicated modem and a netgear router.

Motorola can experiment on someone else.  I am not taking part anymore.  I advise you all to do the same.

[manusDei]

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BeltranCaruana wrote:

Talked to the Geek Squad at BestBuy yesterday.  Found out that Motorola allows an in store credit. I bought mine in September of 2011.  Taking it back today.  Getting a dedicated modem and a netgear router.

Motorola can experiment on someone else.  I am not taking part anymore.  I advise you all to do the same.

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Was that with or without a receipt, Beltran? I'm thinking of doing the same but can't seem to find the receipt. (I also bought mine at Best Buy.)

[Gary_Williams]

To solve my daily disconnects, after the 3rd technician came out and pronounced my lines nice and clear, I got an Arris modem from Comcast. Then bought a new Netgear N600 wireless router. Hooked them up and haven't had a disconnect in a month. I'm going to try for a Best Buy in-store credit next.

[Com_Shepard]

Comcast tech checked my line and said it was fine. Called Motorola, and they replaced the modem. Problem persisted. I called back, and they are now issuing me a refund, as there is not thing Motorola can do on their end...it's an Comcast software issue. I am to going to have to purchanse a new modem and router. What sucks is that I had to spend 30 dollars on shipping to have those modems replaced. What a waste of time and money! Thanks a lot, Comcast!

[MidnightCat]

As ComcastSteve said, it's the firmware that's unstable and they are working on fixing it. Hopefully it will be soon, it's getting quite annoying and I really don't want to deal with getting more devices, even if I get store credit for it.

[Mary_V]

The problem seems to be more frequent. Other than resetting the modem is there any other way?

[IonQuark]

Hi Steve - any chance you could post an update on this issue or the fix status?  From a user experience perspective, it's a pretty painful situation....

Sign me "I'll get back to you as soon as my Comcast-recommended modem reboots", :-)

[SSubZero]

This is a friendly reminder to Comcast that the 6580s are still on 3.1 and still rebooting at least once a day if not twice and please, PLEASE, --== <<< PLEASE >>> ==-- get a fix rolled out soon.

(please)

-SSZ

[wesiya]

I agree.  I was able to return the modem for a refund since I was still within the return timeframe for Best Buy, but I much would have preferred to be able to keep the modem since I liked the fact that it had 4 ports on it, as opposed to the vast majority of DOCSIS modems that have only one ethernet port. 

I was lucky if I could get online for 10 minutes before my modem would reset, and I just couldn't handle those kinds of disconnects and still stay sane.

Come on Comcast, throw us a bone and let us know the status of the firmware testing!

Wes

[nathan_gura]

I just want to say I've been having this problem since a little after I got this back in August!! I wish I would've looked into this issue more as I am out of Best Buy's return policy...

[EG]

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wesiya wrote:

but I much would have preferred to be able to keep the modem since I liked the fact that it had 4 ports on it, as opposed to the vast majority of DOCSIS modems that have only one ethernet port. 

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FWIW, that is because it is a combination modem/router gateway device and not just a plain vanilla cable modem/bridge device.

[Mary_V]

Sometimes it goes down or so long. I really wish they'd credit people who own this modem. I'm paying for a service that barely works. I see a petition for a class action lawsuit starting on another site, but not sure the policy of linking that kind of thing to here. I mean I have this modem, my service isn't working right, comcast is billing me nevertheless.

[BeltranCaruana]

The Geek Squad guy looked up my reciept and printed off another copy.  They have your purchase history for at least the last year. 

I got an SB6121 Motorola Docsis 3.0 and a Netgear N900.  Spent more money to get a better router for a couple of reasons not related to the issues here.  Connected it up and the Comcast detected the change right away.  Just needed to acknowledge the modem change and I was up and running.  Didn't even have to call support.

System is working flawlessly now.  No resets and 15+ kbps download speeds on the CNET bandwidth meter tests this morning. 

I recommend you all do this.  Our time is too valuable.

[nathan_gura]

I was told since I was passed the return date I couldn't return or exchange it

[TheDuneHouse]

So glad I found this thread.  Wish I had found it several weeks ago before going crazy and wasting so many hours with the problem.  Are things getting worse or does it just seem that way to me?  My drops have lately increased from once a day (ususally after midnight) to several times a day.  Is anyone seeing light at the end of the tunnel or is equipment replacement (and $$$$$) the only reasonable answer?

[EEAndersen]

What is the performance hit if I reinstall my old DOCSIS 2.0 modem? The restarts are getting a little frustrating..... Currently, on a good day I get 20/5 (download/upload Mbps). Is the 3.0 such a great improvement?

[wesiya]

I get around 25/4 on average.  I guess it all depends on what that extra 5 megs will do for ya, if you can tweak out that much where you are located...  I'm in the Denver area, but my buddy on Comcast in the Monterey, CA area routinely gets 30/4 speeds...

Wes

[i-am-nerdburg]

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EEAndersen wrote:
What is the performance hit if I reinstall my old DOCSIS 2.0 modem? The restarts are getting a little frustrating..... Currently, on a good day I get 20/5 (download/upload Mbps). Is the 3.0 such a great improvement?

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You probably won't notice any difference.

[hoofbite]

Wow.

I've had this problem for almost a year.

I thought it was the house I was at because when I moved the problem resolved for a bit but now every morning my modem has been reset.

It resets randomly throughout the day and is frustrating to no end.

I think this modem is just junk.  We actually have two modems because th floors are too thick to carry a signal from one end of the house to the other between floors.  The other is some modem comcast gave us and it hasn't reset at all.

I really wish I wouldn't have bought this piece of garbage.  I bought it because the Surfboard I had before with the standby button on top was so reliable.  This thing just sucks.

No help from Comcast or Motorola.  I want to burn this thing and never see it again.

[SSubZero]

The 3.1 firmware is junk.  The 3.3 really does stabilize the modem completely.  

However, with 3.3, 1% of the people had some sort of issue that was never clearly explained, so Comcast rolled the entire thing back, breaking 99% of the people with a clearly understood and defined problem.

Oh, how I wish I could be in the 1%.

[ManOfSafety]

Does anyone know if the issues that have been happening with the SBG6580s are also similar to the issues with the SB6121s? I am also having many disconnecting issues with my SB6121 and am waiting for a new firmware upgrade.

[EG]

It's not really an identical firmware issue. I replied to your other post.

[Mary_V]

are they going to credit our accounts? I have this modem and my connection barely stays stable any more. I wish they'd update us in this thread instead of making people wait. Amateur.

[CACoyote]

Has anyone considered going to small claims court to get credit for the months Comcast has failed to provide the service we are paying for?

CS

SF Bay Area

[EEAndersen]

It seems to me the best way to make something happen is to report this repeatedly.

I am going to check my up-time several times a day and if the modem has reset since the last check, I am going to report it.  No need to get pushy or obnoxious about it.  Let the volume of complaints build.  If everyone follows suit, it has to be noticed.  Forget about writing something here, this forum is like the thermostat on the wall that is not connected to the HVAC system.  You feel better moving the dial, but nothing really happens.

(and darn it!  I can't find my DOCSIS 2.0 modem)

[gristlefist]

11:00 AM Central time today my sbg6580 upgraded from 3.1 to 3.3.1.

[TheDuneHouse]

gristlefist --  This is the most hopeful news in weeks.  But I am in NW Indiana and still at 3.1.0.0.  I have re-booted the SBG6580 -- no change.  How do I get Comcast to push the update to me???

[MidnightCat]

Seeing someone finally get updated again gives me hope, hopefully it won't be long until all of us get the update.

[MDRL]

Like I said before... I gave up... Running a business and could not afford to let customers hang while modem reset or dropped... Have been running the 6121 with a router for about 3 weeks. No drops at all! No drowsy wake time for modem to come back up! I requested a credit to my Comcast account. (for dropped times & inconvenience for a modem they approve, plus the expense of buying a new one) Recieved a form letter response... Waiting to get the new bill! 

[Flattop88]

Hey I am in NW Indiana also and I am still at SBG6580-3.1.0.0-GA-07-180-NOSH

Does anyone know how to force the update, just got off the phone with tech support they says, this modem/gateway doesnt have a problem..

How do they know that?

Anyways, I hope this comes through for us soon cuz this intermittent issue is annoying...

[TheDuneHouse]

Flattop88-  If you speak with six different Comcast employees, you will get six different answers.  That is what has happened to me.  There seems to be very little communications between departments and employees within Comcast.  I finally spoke with one tech a couple of days ago who immediately knew what I was talking about, without my normal 15-minute explanation.  Unfortunately, he said there was nothing that could be done except wait until Comcast re-rolled out the updated firmware.  This fellow also said that the latest listed version of firmware is 3.3 but he knows that much of the country -- not all -- has 3.1 and has our problem.  I asked for an ETA on NW Indiana and he said he wished he could tell me, but could not. 

Like many others, I spoke with Motorola technical support, too.  They said we just have to wait for Comcast to push out the update.

Frankly, this nonsense is affecting my business and I cannot wait much longer.  I am now getting 3 - 4 drops per day.

[YUENLEE2371]

Finally got my firmware updated from 3.1 to SBG6580-3.3.1.0-GA-11-070-NOSH

SF Bay area 01:50am 04/10/12

[CACoyote]

I'm in SF Bay area and I got the 3.3 FW push back about 2 hours ago.

[IonQuark]

After reading the last 2 posts, I cross my fingers and rebooted my modem.  The long-awaited v3.3 firmware update downloaded and installed perfectly.  Relief at last!

PS - I'm in the San Francisco Bay area.

[TheDuneHouse]

Well, well, well . . . . .      Comcast just pushed "SBG6580-3.3.1.0-GA-11-070-NOSH" to NW Indiana.  Just hope this is the long awaited solution.  And I hope all the country gets it soon!  Stay tuned.

[wddowning]

Software VersionSBG6580-3.3.1.0-GA-11-070-NOSH

Mine was upgraded now too chicago south

[senaterenehan]

After seeing that you guys have had your FW updated I unhooked my old gateway and tried the sbg6580! Not only did it log on to the internet without calling Comcast it also updated to Software VersionSBG6580-3.3.1!!!!!!!!! Hope it stays this way. Good job to everyone that pushed comcast on this problem.

[KimKE]

Anyone have an update for The Woodlands/Houston, TX area?

Thanks in advance,

~Kim

[SSubZero]

My modem also got 3.3.1 today.  Woohoo!  

Now.. will we KEEP it?  

-SSZ

[EG]

Just for curiosity. Can all of you users who have received this latest firmware release also report on how your connectivity/performance is now please ?

[IonQuark]

Hi,

Since the upgrade to 3.3 this morning:

1. NO drops - continuous uptime for 11 hrs 38 minutes

2. download speed - 24.4 Mbps

3. upload speed - 3.76 Mbps

using //speedtest.comcast.net site

Seems a little light on the upload side but I can deal with it:  all else is soooo much better.

Good luck!

[YUENLEE2371]

up time 24 hours already since updated from 3.1 to 3.3 firware so far

no speed change for up and down stream (download 34.78 upload 5.45 Mbps) use www.speedtest.net

hopefully can keep it and won't rollback 

[MidnightCat]

Have firmware version 3.3 here too in NJ, so far it's been about a day without an issue.

[Jpeek]

I just got the 3.3 update but I'm having the reverse issue.. Before I was getting dropped oa few times a day. Now after getting the3.3 update I can't connect at all, any suggestions? I'm not the smartest when it comes to networking, is there a setting on my modem that needs to be changed? I keep getting a time not established error and the modem just continues to time out.....

[YUENLEE2371]

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Jpeek wrote:
I just got the 3.3 update but I'm having the reverse issue.. Before I was getting dropped oa few times a day. Now after getting the3.3 update I can't connect at all, any suggestions? I'm not the smartest when it comes to networking, is there a setting on my modem that needs to be changed? I keep getting a time not established error and the modem just continues to time out.....

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Try reset the modem back to factory default, if still doesn't work....call Comcast tech support to register your modem remotely.

[donf99]

I was pushed the 3.3.1 update as well (Chicago market). The question seems to be why Comcast is pushing out the same firmware after rolling everyone back. Did they change something in their infrastructure to make the update compatible?