CGA4332COM - STATIC ROUTES ARE BROKEN

Hey @user_6ae3dc , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your static routes. I would be more than happy to offer my assistance looking into this further for you. Please send us a direct message with your full first/last name, business name, complete service address (Including the city, state, and zip code), and phone number. By clicking the "message" icon in the upper right page of our forum page. Once you click on that, input our shared handle (Comcast Business) to send us a private message.



• Click "Sign In" if necessary

• Click the "Direct Message" icon in the top right corner

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there

• - As you are typing a drop-down list appears. Select "Comcast Business" from that list

• - An "Comcast Business" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

It's now been 16 hours since I posted this situation here, and since I was able to get a support ticket created for it.

As of yet, the ticket remains in the queue, status 'Assigned', waiting for someone to pick it up and acknowledge they're beginning to 'work' on it.  The assigned status means the ticket has been assigned to a queue, not that it's been assigned to someone.  It only gets to someone when they pick it up out of that queue.

Here's is the latest update I felt compelled to send to the direct message support people who are monitoring this forum.  I wish I had a more positive way to communicate all this but at this point that's just not appropriate.  This is unacceptable customer service.  I'm sure none of the staff specifically involved at this level are responsible for that but they ARE the only ones with the potential to communicate it up the chain in the hopes of trying to incite executive management to do better.

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The behavior of the CGA4332COM for handling DHCP and IP address reservations is BRUTAL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! It is OBVIOUSLY doing a massive bunch [Edited: Inflammatory Language] behind the scenes of the UI for checking and deciding whether or not it really wants to accept an ip address reservation configuration request or not, or to remove one or not. It also deliberately hangs onto stateful information about all of that through reboot or power cycling. I'm not sure why it's behavior has been designed this way but whatever the reason, as much as whoever did it is happy with it or not, it's an atrocity to customers trying to simply configure addresses and behavior however they need it to be. Yes, I'm in front of this thing all weekend, day and night, until someone in the actual, capable, enabled top tier tech support level somewhere on that end goes out of their way to pick up my ticket and start helping me. My wife has a business to operate and a massive mortgage to pay back on the new building she built to operate it in. I have the expectation that I can buy and use Comcast's supplied equipment to provide her business with the capable and well designed network topology her business needs to operate smoothly and reliably. The operation, behavior, and configuration of this CGA4332COM hardware is complete and total [Edited: inflammatory language]. It's been so insanely narrowed down and dumbed down it's a total and complete failure at providing for that. The only thing it can do successfully is provide mindless connectivity for residential customers who just need to be able to connect their streaming TV to wifi. I'm not kidding. And if my 35 years of tech experience tells me anything, everyone on your end who's seeing my messages here, and my forum post, knows exactly what I'm talking about. I should not have to be looking at getting some piece of 3rd party gear to take over the function of this modem and putting this modem into bridge mode instead. All I need is straightforward control over what ip addresses and subnets my network needs to use, and nursery school static routing functionality. It's unconscionable this equipment and software has become this bad, and customer-hostile.

Sunday afternoon now.  I'm done waiting for Comcast Business level support that has failed to show up.

It's now been 30 hours since I reported the problem. It's been at least 56 hours since Friday morning when I discovered the problem. Something was changed in the behavior of my CGA4332COM that caused it to stop forwarding traffic for locally entered static routes. Whatever was changed also now prevents those same static routing statements to even be able to be entered into my CGA4332COM. My business has a network topology that requires the CGA4332COM to forward traffic to locally entered static routes. It's now 3pm on Sunday afternoon and Comcast has left me sitting here, hanging out to dry. I've needed capable, enabled business tech support this ENTIRE weekend and all I've gotten is well intended attempts to tell me we all just need to be patient in waiting for someone to get to it. I can't wait any longer. I have to go into my local network equipment and reconfigure it to throw EVERYTHING onto the CGA4332COM's local subnet. I can't risk waiting any longer and having start of business arrive tomorrow morning with this failure of a product and support situation still crippling the use of our systems, applications, and even our VOIP equipment. It's time to start looking for another ISP solution and I'm not going to be quiet about letting my other contacts in the field know I'm ready to bail out from Comcast.

Sunday, 5pm.  Ticket/case status finally has changed from 'Assigned' to 'Working'.  10pm, Comcast still hasn't contacted me and there's no change in the problem behavior of my CGA4332COM.  I have reconfigured my network equipment to dump every device there is onto the local LAN segment of the CGA4332COM.  There's no other way to get the business up and running for the start of work tomorrow morning.

Well. someone at Comcast got my modem rolled back to firmware image:

CGA4332COM_8.1p8s2_PROD_sey

...and my static route capabilities are back and working again.

The broken firmware image was:

CGA4332COM_8.2p5s1_PROD_sey

Does anyone have any information about any of this?