Customer Review

24 of 26 people found the following review helpful
4.0 out of 5 stars Connects well, if only it stays so - Firmware updates trap -Updated, October 4, 2013
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This review is from: Arris WBM760A Touchstone DOCSIS 3.0 Cable Modem (Personal Computers)
See my edit below - I added a star as promised, as it has been stable for over a month, now that firmware has been updated

I had to immediately drop two stars - here's why:

My router arrived as promised (go Amazon), and was very easy to connect (Ethernet-check, Coax-check, Power-check and on). My router recognized without a problem. Comcast - connected. Well, almost. I had to do the self activation thing on-line (for which I had to change my DNS settings to Comcast's DNS). Comcast had to manually add the modem to my account (there goes an hour of my life), of course the Tech on the line asks for the wrong mac address, escalates me to the wrong department, call gets dropped.... you get the idea). Finally called back, talked to an informed individual, got the CMAC address corrected, and off we go. Internet is up and running, speed is as ordered, life is good.

Two hours later - modem drops connection. A minute or so later, it comes back. Well, I think to myself, maybe noise or something, we'll give it a day. Next day, the same thing happens twice or three times. Now I'm not so happy. Started to look around. I'll save you the long story and tell you that failure occurred when the modem was trying to initiate a firmware update. And here's why I'm dropping two stars, and will also do so on seller feedback. Modem shipped with FW from 2009. It was so old, it could not be updated to current FW without human intervention (remember, we're talking Comcast here). I have found no way to download current (or even intermediate) FW directly so I can update. Must be done through carrier. Luckily with some searching found a direct go to guy on their forums and the FW was updated to current version.

I suspect and hope that this will be end of the saga, and if so, I'll come back and add another star.

Moral of the story - the HW seems good. The speeds are solid, and overall it syncs and works well. However, first thing you should do is check the FW version, and contact your cable provider if it's earlier than 2011. To get info from your modem type in 192.168.100.1 in your browser.

EDIT

It's been over a month since Comcast manually initiated FW update. It had to cycle through a couple of updates to get current, and process took only a few minutes. Since then, this modem has been solid. If not for the hassle of having to locate the right person at Comcast and have them manually push FW, I would give it 5 stars. For finding the right contact, see my answers to other's questions here, or search the Comcast support forum for "WBM760A firmware update".
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Showing 1-1 of 1 posts in this discussion
Initial post: Nov 14, 2013 4:52:26 PM PST
M. Lake says:
Thank YOU! I am having the exact same problem, and everytime I ask for help, Comcast send my call to India who can only read a script trying to extort $80 out of me with the hard sell for Signature Support
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