Thema "Re: Cable Modem Reboots Daily After Firmware Update!" in Archiv_Kabel

Cable Modem Reboots Daily After Firmware Update!

SnirG — Fri, 21 Aug 2020 12:27:31 GMT

Dear Support,

Last May my cable modem was rebooted on a daily basis, until I contacted you, & you sent me a new one, with an older firmware version (01.01.117.01.EURO).

A few days ago, I noticed that its firmware was updated, since its Web UI bugs were solved (now it has version 01.02.037.09.EURO.PC20).

Today the same problem started again, leaving me without Internet for about 30 minutes!

Do you think there's a need for a technician to come to fix it once & for all, or you prefer to send me another modem with an old firmware (or maybe you can downgrade my modem)?

Re: Cable Modem Reboots Daily After Firmware Update!

Wallace — Fri, 21 Aug 2020 18:37:12 GMT

Hi,

Was this the only reboot so far? Can you observe the situation for a few more days?

Regards

Wallace

Re: Cable Modem Reboots Daily After Firmware Update!

SnirG — Fri, 21 Aug 2020 19:11:07 GMT

Hi Wallace,

No, after I opened the case, it got rebooted again (I thought that you can remotely see all my modem reboots, & other info)!

Last reboot took place today @ 15:50.

As I already wrote, it wasn't just one reboot, but continuous reboots, so for about 30 minutes I was without Internet!

Re: Cable Modem Reboots Daily After Firmware Update!

Wallace — Sat, 22 Aug 2020 09:19:11 GMT

Hi,

can you please perform a factory reset and see if the reboots still occur?

Regards

Wallace

Re: Cable Modem Reboots Daily After Firmware Update!

SnirG — Sat, 22 Aug 2020 11:01:00 GMT

Hi Wallace,

Today, @ 12:42, I performed a factory reset.

I'll update you if the problem persists.

Re: Cable Modem Reboots Daily After Firmware Update!

SnirG — Sat, 22 Aug 2020 11:58:58 GMT

Hi Wallace,

Update: My modem just rebooted again, @ 13:49, so the factory reset didn't help!

Re: Cable Modem Reboots Daily After Firmware Update!

SnirG — Sun, 23 Aug 2020 08:48:57 GMT

Hi Wallace,

Update: Last night, my modem rebooted again for several times, when the last time was @ 23:04.

Please update me if I need a technician, or just a firmware downgrade.

Re: Cable Modem Reboots Daily After Firmware Update!

Moni_GK — Sun, 23 Aug 2020 12:16:26 GMT

Hello, SnirG,

except for the reboots, the line is fine. Would a free swap be okay with you?

Regards Moni

Re: Cable Modem Reboots Daily After Firmware Update!

SnirG — Sun, 23 Aug 2020 17:24:04 GMT

Hi Moni,

This would be the second time that you send me a new modem in 3 months, due to the same problem!
That's why I think there's an issue with my infrastructure, otherwise you'd have gotten many complaints, not just me.

But if you want to send me a new modem, you're welcome to do so.

Just make sure that the modem you send has an old firmware version (like 01.01.117.01.EURO).

Re: Cable Modem Reboots Daily After Firmware Update!

Moni_GK — Mon, 24 Aug 2020 13:43:55 GMT

Hello,

unfortunately I have no influence which device with which firmware will be sent to you.

Greetings Moni

Re: Cable Modem Reboots Daily After Firmware Update!

SnirG — Mon, 24 Aug 2020 14:01:24 GMT

Hi Moni,

So maybe we should schedule a technician, or involve other department/senior support for this issue?

I don't think that sending a modem every 3 months is wise...

Re: Cable Modem Reboots Daily After Firmware Update!

Jens — Tue, 25 Aug 2020 15:56:46 GMT

Hey SnirG,

there are no issues to the signal. We see only reboots from the cablerouter. Therefore we offer you the exchange.

If you want a technician, it can cost 99,50€ in the worst case Should it be determined on site that it is up to us, the assignment is free of charge. If something in your sphere of influence should be determined, it can just cost something.

Regards

Jens

Re: Cable Modem Reboots Daily After Firmware Update!

SnirG — Tue, 25 Aug 2020 18:15:07 GMT

Hi Jens,

OK, just send me a new modem.

If you have a different type/brand, I think it's worth trying it.

Re: Cable Modem Reboots Daily After Firmware Update!

Martin59 — Thu, 27 Aug 2020 06:24:09 GMT

Hello SnirG,

I have just set up the exchange. You will receive the new router within the next 3-5 days.

When you receive it, connect it as usual and send us the old router back. We have no bearing on which device you will receive.

Best regards, Martin

Re: Cable Modem Reboots Daily After Firmware Update!

SnirG — Sat, 21 Nov 2020 14:55:12 GMT

Hello Martin,

The new modem that you sent was working fine, even after a firmware update, which happened about a month ago, & since then it didn't reboot until 2 nights ago.

I'm still checking if it was a one time thing (maybe another update), but so far so good!

Last Wednesday I sent back to Vodafone the old modems (see the attached DHL invoice), so can you make sure that I'll receive my 100 Euros back?

Re: Cable Modem Reboots Daily After Firmware Update!

Martin59 — Wed, 25 Nov 2020 11:36:51 GMT

Hello SnirG,

we have arranged for you to get the penalty fee refunded.

Please keep us up to date on whether the aborts will continue.

Many greetings, Martin