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Modem LAN

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Modem LAN

We have a CR open to solve the following problem. We use the LAN on the modem to connect to our Firewalled network to test VPN.VOIP etc, and to separate WiFi services on the modem for users mobile phone's etc from the internal network. I do this because it gives me an external IP address. This all worked perfectly up until today. The modem was offline 2 times overnight unexpectedly. Now when I try and connect via VPN/VOIP it just hangs. If I try and connect to a web service running internally it never connects. If I tracert an IP address in our block it never connects. I can connect to anything outside of our IP block fine. Level 2 support say's it's not on Comcast's end. I'm the only one that has access to our firewall and I know nothing has changed for weeks. Any thoughts would be appreciated. They are send out a field tech tomorrow.

5 REPLIES

Re: Modem LAN

Update

 

It ended up being something stuck in the modem as they replaced the modem and all routs are now working.

Community Manager
Community Manager

Re: Modem LAN

Hello CharterWarranty,

 

Thank you for the follow up post, I'm glad that the modem swap fixed it. If anything else comes up please let us know. 

Re: Modem LAN

Update

 

It is a firmware issue that Comcast is now aware of the model is DPC3939B

DOCSIS Software Version: dpc3939b-v303r2042174-160225a-CMCST
Software Image Name: dpc3939b-v303r2042174-160225a-CMCST.p7b
 
If you have this version and are having trouble with the Private WiFi or Lan accessing your network check the above software info.

Re: Modem LAN

This has continued to be a problem every time Comcast pushes out new firmware we have to call Level 2 support to roll back the firmware to.

DOCSIS Software Version: dpc3939b-v303r2042174-160225a-CMCST
Software Image Name: dpc3939b-v303r2042174-160225a-CMCST.p7b
 
I'm posting this in hopes that a Comcast rep might be reading this and has some pull to get the manfacuture to fix the the firmware.
 
If you read the previous post it will explain what is happening.
 
Thanks
 
Charter Warranty
Community Manager
Community Manager

Re: Modem LAN

Hello CharterWarranty,

 

Thank you for all your shared research on this firmware topic. I will be sure to forward this issue to my management for review. Please feel free to post about any more findings you may turn-up.

 

Thank You again!

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