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  • SB8200v3 occasionally crashes - Comcast says that they have no control over firmware

I am aware that there are other firmware related posts but am lost about what to do next.

We are Comcast Business internet customers and decided to get our own SB8200v3 modem and WiFi router as the Comcast modem / router combinations didn’t offer the features we needed. 

The modem however crashes every few weeks, what is a problem when I am not in the office as people struggle to trouble shoot and reboot the modem.

I spoke today twice with the Comcast support, both associates claimed that they have no access to my modem, what I however believe is not true.

Can somebody direct me to how I can get the firmware checked and updated if possible?

I currently have the firmware version ( edited personal information )

Cable operators control the cable modem/gateway hardware and firmware because they own the coaxial cable connected to the device. They push firmware updates and manage any necessary updates, and this applies to all cable device manufacturers, not just ARRIS.

When you say it crashes, what actually happens?

What are the led’s on it doing? 

Are you able to log in and access it? 

What error does the router give? 

What router are you using? 

You say its a business account, how many devices are accessing it? 

When you say it crashes, what actually happens?

What are the led’s on it doing? 

Are you able to log in and access it? 

What error does the router give? 

What router are you using? 

You say its a business account, how many devices are accessing it? 


All the LEDs stay on, as is everything was fine. The router just loses connection to the internet, rebooting the router also doesn’t fix the problem.
However, when I reboot the modem, everything is fine again.

I haven’t tried login in.

The router is a Netgear Nighthawk MR60.

We’re only a small office wit ha maximum of 2 laptops, 2 printers and a few phone and iPad connected to it.

Since you are experiencing with intermittent internet connection, I would suggest checking the cable signals to make sure all in range.

http://arris.force.com/consumers/articles/General_FAQs/SB8200-Cable-Signal-Levels

A screensnip of the cable connections page and event logs from the modem can help use to help you see if its a connection issue

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