Had trouble with Wi-Fi dropping the last few days. Comcast tells me that I need a firmware update and wanted to end a tech out to make sure that is the issue for $100.00 as I own my own modem. Talked to Comcast this morning, and requested that they push it out to my modem, and they told me that I have to download and install myself as I own the modem. Any research on the internet is indicating that Comcast needs to push it out.
What is the truth?
Thanks
Best answer by SURFboard Moderator
Could you please confirm your subscribed internet speed plan?
Before we dive into firmware-related troubleshooting, let’s first isolate the issue.
Does the internet drop only on Wi-Fi-connected devices, or does it also occur on wired connections?
If the issue is limited to Wi-Fi, we recommend placing the gateway in a higher, elevated position away from potential sources of interference such as concrete walls, microwave ovens, and other electronic devices.
If the internet connection drops on both Wired and Wi-Fi then we recommend checking the cable signal levels within the gateway. If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.
When the signal levels are within the recommended range, your modem can maintain a stable, high-quality connection to the internet
Please refer to the link below for instructions on how to check your cable signal levels:
https://arris.my.salesforce-sites.com/consumers/articles/knowledge/SVG2482AC-Cable-Signal-Levels
If you find that the signal levels are not within the recommended range, we suggest contacting your Internet Service Provider (ISP) to have them reviewed and adjusted as needed.
Could you please confirm your subscribed internet speed plan?
Before we dive into firmware-related troubleshooting, let’s first isolate the issue.
Does the internet drop only on Wi-Fi-connected devices, or does it also occur on wired connections?
If the issue is limited to Wi-Fi, we recommend placing the gateway in a higher, elevated position away from potential sources of interference such as concrete walls, microwave ovens, and other electronic devices.
If the internet connection drops on both Wired and Wi-Fi then we recommend checking the cable signal levels within the gateway. If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.
When the signal levels are within the recommended range, your modem can maintain a stable, high-quality connection to the internet
Please refer to the link below for instructions on how to check your cable signal levels:
https://arris.my.salesforce-sites.com/consumers/articles/knowledge/SVG2482AC-Cable-Signal-Levels
If you find that the signal levels are not within the recommended range, we suggest contacting your Internet Service Provider (ISP) to have them reviewed and adjusted as needed.
+41Whenever a xfinity rep tells you that you need a firmware update, it means they’re trying to get you off the phone. They know it is part of the provisioning and there’s nothing the end user can do. And eitherway, I doubt the SVG2482 would get anymore updates as its a docsis 3.0 device and AC at that. So 2 generations behind on wifi tech and docsis. So I doubt either Arris or xfinity would put $ into certifying new firmware for a modem.
When you say the wifi is dropping out, is it just wifi or does wired go down or slow down too?
That’s a key question to help determine if its actually a wifi issue or a modem side issue
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