It's been past 72 hours and my modem is still on 220.127.116.11. Is there anything I can do to update it?
Follow this link @CommunityHelps to navigate to the CommunityHelps page when you are signed into the forum. On the right hand side of the page is a link titled "Send this user a private message". Use that link to navigate to the next message composition page, fill in the title, something such as "Request firmware update for CNG3ACSMR", and your modem MAC address and Cable Account Reference Number in the text area. The Cable account reference number is located within the Internet section of your bill. If you are a new customer, you will not have immediate access to the Cable Account Reference Number. This can be obtained by calling Customer support. You can then send that Reference Number, along with the modem MAC address to CommunityHelps. The account number that you normally see or use is comprised of various home services such as Internet, Home Phone, Home Monitoring, etc, but the requested reference number is located at the top of the Internet section of your monthly account statement.
The modem MAC address can be found on the sticker at the back of the modem, or in the HFC MACC Address located in the Status page of the modem when you are logged into the modem.
I've requested that my modem be updated to 18.104.22.168 through live chat with a representative, but it has exceeded way beyond the promised time period. I made this request on Monday, September 21 and it still hasn't been updated to this day even after having my case esclated three times so far. I also sent a private message to CommunityHelps, but I believe they are unavailable throughout the weekend.
The @CommunityHelps address is essentially a group address that allows any of the mods to see the pm and address it. There are mods on duty, so presumably they will be attending to the pm list, first in, first addressed so to speak.
Just to check, can you log into the modem, navigate to the STATUS..... DOCSIS WAN page, copy the downstream and upstream tables and paste them into the thread. That's just to see if there are any cable signal issues which might be preventing the firmware upload.
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|Port ID||Frequency (MHz)||Modulation||Signal Strength (dBmV)||Channel ID||BandWidth|
|1||38596000||ATDMA - 16QAM||38.000||1||3200000|
|2||23700000||ATDMA - 16QAM||35.000||3||6400000|
|3||30596000||ATDMA - 16QAM||36.500||2||6400000|
The downstream signal levels are high, but they shouldn't be high enough to cause problems. The signal to noise ratios are good. The upstream aren't too bad. The normal range is 36 to 40 dBmV, but with one slightly low channel at 35 dBmV, you shouldn't have problems with that. From a signal level perspective, there's no reason for a firmware push not to work. One of the mods, thru @CommunityHelps should be getting in touch with you via pm.
We apologize for the delay @kaixenoo.
I can definitely assure you that we have received your request and have forwarded it to the deployment team in order for them to push firmware the update to your modem as soon as possible.
Sorry about the delay- Take care and have a great weekend!
Hey there I just played about an hour and a half of Destiny on PS3 after my firmware was updated from 22.214.171.124 to 126.96.36.199. So far I haven't had any connection errors, where as before I could not go 5 minutes with out one. This has resolved my issues playing Destiny on PS3 so far. I can not speak for PS4 however as I do not own that system.
I haven't done any port forwarding or changed any settings. Under the Settings and Connection Status List on my PS3 UPNP is listed as available. I'm not sure if that means I'm using it or it is just available for use. When I set up the connection I chose the easy setup method on the PS3 which basically just scans for your wifi signal, asks for the password and connects the system.