Arris SB6190 Cable modem flawed - MANY OTHERS EFFECTED.

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xymox1

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Nov 27, 2016
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Its now come to light that the Arris SB6190 and Netgear SB700 cable modems have a flaw, and its chip the intel Puma 6, is seriously flawed. A emergency firmware fix has failed to resolve the issue.

The modem is defective currently and should not be sold. I am informing Amazon of this however they have not pulled it from sale.

http://www.theregister.co.uk/2016/12/03/intel_puma_chipset_firmware_fix/

https://www.dslreports.com/shownews/Arris-Tells-us-Its-Working-With-Intel-on-SB6190-Puma6-Problems-138434

http://www.multichannel.com/news/distribution/intel-arris-working-firmware-fix-sb6190-modem/409379

The main forum thread that found and is discussing the issue.
https://www.dslreports.com/forum/r31079834-ALL-SB6190-is-a-terrible-modem-Intel-Puma-6-MaxLinear-mistake

The post from yesterday confirming its not fixed.
https://www.dslreports.com/forum/r30771922-Firmware-Problems-with-the-new-6190-firmware-9-1-93N~start=425
 
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lynspottery

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Nov 29, 2011
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Apparently this still has not been fixed. I purchased this modem on Jan 6, 2017 and its been several weeks since I first noticed problems, which I attributed to my ISP. Granted Comcast network does have issues which I have presented to them with my WinMTR reports and we are still working on getting their techs to fix these.

I managed to report the Comcast issues to FCC which got the attention of their corporate escalation team. They are currently working on this issue with me.

However, it took a Blizzard tech to point out this Puma chipset issue with our modem for me to start digging. I had a chat session with Arris customer support yesterday and they said the issue is currently being worked on, but no fix yet.

Why these modems have not been recalled is beyond me. The fact they are still on store shelves for sale is a poor decision on the part of the manufacturer if you ask me.

This thread is from December and it is now the 8th of February...so there does not seem to be much incentive from the standpoint of the folks responsible for a fix to actually work very fast to accomplish it.
 
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xymox1

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Nov 27, 2016
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There is apparently no fix for this issue. Im the guy who identified the issue Your best bet is to return the modem and buy a Broadcom based modem like the CM1000. Also your best bet for a complaint about the Intel Puma 6 CPU thats in a large number of modems/gateways/emtas is If you have one of the devices effected by the issues described in this thread you need to file a FTC complaint. Its important and easy to do. To file a FTC complaint go to here https://www.ftccomplaintassistant.gov/GettingStarted#cr... Choose "internet services, online shopping or computers" Then "Computers" Then "Hardware or software". Then How were you contacted" is "Not Applicable" then choose "i received a defective or poor quality product". and just answer the questions. For the main complaint use links to the press reports and make sure to describe issues you have that match what others have seen. Press coverage of the issue https://www.google.com/#q=intel+puma+6+issues&tbm=nws to include. Report the product, NOT INTEL. So a Arris SB6190. We are keeping this thread updated on the current issues. https://www.dslreports.com/forum/r31122204-SB6190-Puma6-TCP-UDP-Network-Latency-Issue-Discussion also a google for news on the Intel Puma chip that is causing the issue https://www.google.com/?gws_rd=ssl#q=Intel+Puma&tbm=nws
 
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lynspottery

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Thank you for this information xymox1, I appreciate it. I shall proceed to return this item in exchange for the Netgear CM1000 you have suggested. On top of that I shall make sure Arris is made aware of my decision and action taken on this faulty pc of equipment.
 
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xymox1

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Nov 27, 2016
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Just make sure to file the complaint with the FTC. Arris is WELL aware of the issue. Pressure must be applied above Arris from the FTC. Also complain to where you purchased it. Do a bad review.

 
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lynspottery

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Oh I plan to. Also as a side note here, I had an interesting conversation with a Comcast corporate resolution team member on this very issue. She was EXTREMELY interested in this and wanted me to provide more details so I told her I would forward the links I found, along with your assessment, to her this afternoon.

This looks to get very interesting....:)
 
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