Last Saturday I noticed my Helm was blinking yellow (offline). I went through the troubleshooting steps, but no success. I was able to place the Helm on a separate router and it came back online. I was puzzled as to why it worked on the router but not my ISP cable modem. Finally, I contacted Helm Support.
Helm was great. They tried a plethora of ideas including applying new firmware. We still weren’t getting anywhere. I sent data logs, but still nothing. Just more yellow LED blinking.
I did some homework and found out that Xfinity released a new xFi Modem security update last week. This new security update closed all my in/outbound ports and would not allow me to reopen the ports I needed. I sent this info to Helm Support and we both agreed it was Xfinity.
I gave Comcast a call and they said there was no way to rollback the firmware on my xFi cable modem. This turned out to be useless info, because I never asked to rollback firmware. I ended the call in frustration. Not satisfied with this info, I called back and got in touch with their tech support again. The person I spoke with explained there was a way to turn off the security, but it’s buried in the xFi app, but he didn’t remember where. I was relieved to find this out.
In the xFi app go to the More tab > My services > xFi advanced security > toggle the switch to disable. Open proper ports if needed. Wait a minute and the Helm will be back online.
Hopefully, no one else has to go through this. Needless to say, I’m looking for a compatible DOCSIS 3.1 cable modem. Maybe I will just get the modem and look into WiFi 6 router, since they’re backwards compatible. If anyone has any suggestions please leave them below. Thanks!