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<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Does anyone know what Comcast is doing on October 12<sup>th</sup>
that might make my Motorola SB5100 modem no longer be compatible?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Does anyone know what could be done to make it compatible?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Note: This is a cable modem I purchase not one “leased”
from Comcast.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>BACKGROUND:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Comcast sent me a letter back in August indicating my modem
needed to be replaced because it is an “older device” by Sep 14<sup>th</sup>.
I went online to the site they listed in the letter for compatible devices and
found that the SB5100 is in fact showing as “Approved”. I
gathered from further research that what was happening is that they were EOLing
modems that don’t do at least DOCSIS 2.0. The SB5100 can do DOCSIS 2.0
but not DOCSIS 3.0. On calling Comcast the person I spoke to confirmed that
it was an approved device and should continue working through Sep 14<sup>th</sup>.
It did and is working today (10/02/2010).<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>However, I’ve received another letter from Comcast
similar to the first except now it says it “may be functioning with
unsupported firmware” and “may not be able to receive the full
range of speeds” and now says it should be replaced by Oct 12<sup>th</sup>.
This letter like the former one says my service will stop on that date despite
the “may” it contains in the first paragraph. Since the prior
letter didn’t mention firmware and it continued to work despite its dire
warning I’m skeptical.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>On checking Motorola’s site for firmware they say that
is done by the ISP (which would be Comcast). Other forums mention that ISPs
don’t like doing this because they have to pay Motorola but suggest that
they in fact do it.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>On calling Comcast they at first told me they “never”
push firmware. On challenging that statement the person put me on hold then
came back and told me that the “servers” push firmware but that it
failed on my modem because it was “broken”. I pointed out that I
was on the internet as we were speaking so clearly it isn’t “broken”.
Given that statement and the fact she didn’t know anything about them
pushing firmware I asked her question such as:<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:.5in;text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><span
style='mso-list:Ignore'>1)<font size=1 face="Times New Roman"><span
style='font:7.0pt "Times New Roman"'> </span></font></span></span></font><![endif]><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>When was the
firmware push attempted?<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:.5in;text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><span
style='mso-list:Ignore'>2)<font size=1 face="Times New Roman"><span
style='font:7.0pt "Times New Roman"'> </span></font></span></span></font><![endif]><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>What version
of firmware was attempted?<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:.5in;text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><span
style='mso-list:Ignore'>3)<font size=1 face="Times New Roman"><span
style='font:7.0pt "Times New Roman"'> </span></font></span></span></font><![endif]><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>What version
of firmware do I have that won’t be compatible on Oct 12<sup>th</sup>?<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:.5in;text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><span
style='mso-list:Ignore'>4)<font size=1 face="Times New Roman"><span
style='font:7.0pt "Times New Roman"'> </span></font></span></span></font><![endif]><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>What exactly
is happening Oct 12<sup>th</sup> that requires a change?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>At that point she took an attitude and said that I was
acting like she didn’t know what she was talking about. She couldn’t
or wouldn’t answer any of the questions I had asked. When I tried to
get to a higher level support person she simply transferred me to the main 800
number. I did speak to Customer Service there and was essentially told that
they believe the letter was sent in error but on pressing for details couldn’t
get any. That person transferred me to what turned out to be Comcast Security
Assurance Ctr which of course wasn’t where I needed to go as their
purpose is to deal with phishing/spamming and other security concerns.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>I again called the main line and escalated to a supervisor
but still got no answers. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>I don’t think Comcast is just trying to get me to
lease a new modem as the letter says I can buy one at a retailer. I’ve
already priced replacements that do DOCSIS 3.0 (e.g. SB6120) that are listed as
compatible on their site. However, without them being able to give me good
information I’m loathe to do that because they can’t tell me why
the current modem isn’t adequate or why there is a need for a change on
Oct 12<sup>th</sup> in the first place. <o:p></o:p></span></font></p>
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