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Comment on Comcast Support Problems – SURFboard SBG6580 – Intermittent Connection Loss by William Zeallor

William Zeallor — Mon, 09 Jan 2012 22:02:00 +0000

I got a good answer from Concast about this. A Comcast employee from the regional office called me Saturday and today. I was told that it was a device problem that might be fixed by the recent firmware. But that the firmware on our devices can’t be updated because Comcast has yet to approve the recent firmware. I was told that that’s Comcast’s problem in part because the SBG6580 is listed as a compatible device and, right now, it’s not compatible.

So, I was given three recommendations: return it, bridge it, or deal with it and Comcast might eventually approve the updates. The gentleman I spoke with said that he plans to pursue it farther.

I personally don’t think they’ll yank the compatibility. If more people complain, the more likely it is that Comcast will update. I initiated the discussion with the Comcast employee by emailing We_Can_Help@cable.comcast.com with my signal levels, my account number, and my phone number. I had to be clear that I didn’t want another tech. to come and check the lines and that it’s Comcast who has to update the firmware and not Motorola.

Comment on Comcast Support Problems – SURFboard SBG6580 – Intermittent Connection Loss by Nikkolai Davenport

Nikkolai Davenport — Mon, 09 Jan 2012 21:33:00 +0000

Thanks for posting your research!

@8884c161657c7a417ebcddcbae6c71b1:disqus Thanks for the IP Flood Detection suggestion. That did the trick!

Comment on Comcast Support Problems – SURFboard SBG6580 – Intermittent Connection Loss by Rwbbrown

Rwbbrown — Sat, 07 Jan 2012 20:08:00 +0000

I am having the same problem with SBG6580 and Comcast in the Seattle area. I don’t understand much about how modems work, but I guess I will investigate. I spent a lot of money on this modem and it seems like a waste of money. Not sure what action to take

Comment on Comcast Support Problems – SURFboard SBG6580 – Intermittent Connection Loss by Karl

Karl — Thu, 05 Jan 2012 09:25:00 +0000

I had all these problems and unchecked the flood control in the Firewall on Monday (based on a comment I found in a Comcast post), and all these issues disappeared.

It appears Comcast went in and did a factory reset of my modem, because the password reverted to ‘motorola’ and Flood control was checked again when I came home from work today. I did tell them I unchecked this box (thinking ‘gee, maybe they can use this info to stop the madness detailed above’, so I don’t know if they reset my modem because I told them or because there is some auto checker that comes around and resets things when the Flood settings are changed.

I asked Motorola what this setting did and what risk I was taking by turning it off and they said:

The SBG6580 Gateway includes a built-in firewall feature called IP Flood Detection, which is enabled by default. IP Flood Detection detects and blocks packet floods originating on both the LAN and WAN. It is DoS (Denial of Service) protection mechanism that will monitor packets for Denial of Service attacks. Any offending packets may be discarded if it is determined to be a DoS attack. When IP Flood Detection is enabled, the Super Hub has the ability to block malicious devices that are attempting to flood devices.

So they didn’t talk about the risk on my side – they engineers at work think this setting protects Comcasts — while completely mangling the experience on my side.

Comment on Comcast Support Problems – SURFboard SBG6580 – Intermittent Connection Loss by mtsucks

mtsucks — Mon, 26 Dec 2011 20:22:00 +0000

I have the same exact issue SBG6580 DOCSIS 3.0 AND I am also experiencing Internet dropping out issue. The modem keeps resetting also.

Comment on Comcast Support Problems – SURFboard SBG6580 – Intermittent Connection Loss by chakradhar sirigiri

chakradhar sirigiri — Sat, 24 Dec 2011 22:18:00 +0000

Im also having the same problem for quite some time. got SBG6580 in March, after couple of months onwards until now I’m facing intermittent connection issues. i either reset the modem on my own / or ask comcast to send the reset signal. this would solve the issue for some time and after that the story repeats. i just called them they said per their records the latest firmware that they see in their system is 3.1.0. It seems they are not aware of the 3.2/ 3.3.
I’m almost convinced to go back to my modem + router setup solution (instead of current gateway setup).. however will do that after a month or so.

Admin/Smith request to update us on your experiments

Comment on Comcast Support Problems – SURFboard SBG6580 – Intermittent Connection Loss by Jase

Jase — Sat, 17 Dec 2011 01:21:00 +0000

I am having the same problem with my Comcast and SBG6580. Just got the same run-around from Comcast about the firmware. Mine shows SBG6580-3.1.0.0-GA-07-180-NOSH and clearly this is not the latest. If anyone comes up with a way to upgrade the firmware or some kind of acknowledgement from Comcast I’d like to know.

Comment on Comcast Support Problems – SURFboard SBG6580 – Intermittent Connection Loss by Bennett Smith

Bennett Smith — Wed, 14 Dec 2011 05:47:00 +0000

No update from Comcast. All I get from them is the run around too. My feeling is that there is a problem with this device and that an update of the firmware would address it. Unfortunately that doesn’t seem to be something Comcast is interested in providing.

I still need to try the bridge mode experiment. Once I try that I will post an update.

Comment on Comcast Support Problems – SURFboard SBG6580 – Intermittent Connection Loss by bakk0020

bakk0020 — Wed, 14 Dec 2011 00:48:00 +0000

Any update? i’m experiencing the exact same issue and run around.

Comment on MacBook Pro Development Environment by Chiggsy

Chiggsy — Wed, 06 Oct 2010 17:18:09 +0000

I’d prefer buildout instructions over virtualenv.