Vendor blames DOCSIS

We support a few work from home employees, and a few have DOCSIS 3.1 modems.

All locations are having performance issues, and they decide to blame the 3.1 modems.

Am I correct in that for the most part other then things like MTU, it should not matter what protocol?

I understand maybe a specific modem has bad firmware, etc. but an entire Spec? That seems like a scapegoat to me.

Thoughts?

Ref

https://emstatuscenter.elliemae.com/

See bottom Right side panel.

"We have been made aware that the new generation of modems being deployed by the Internet Service Provider may be causing freezing and poor usability of Encompass. We have pinpointed an issue with DOCSIS 3.1 protocol. SYMPTOMS OF ISSUE THAT HAVE BEEN IDENTIFIED: The typical behavior being reported is during an active Encompass session, or after an undetermined amount of time of Encompass being left idle, the user finds the application has become unresponsive or frozen and no longer accepts input from the user. Some users may receive a server disconnection message. This results in the user having to close the Encompass application via Windows Task Manager and start a new session. ACTION CUSTOMER NEEDS TO TAKE: If you are experiencing issues relating to this device. Please have your Network IT team contact your Internet Service Provider to report the issue and inquire about reverting the hardware, settings, or possibly the firmware version related to DOCSIS 3.1 protocol back to DOCSIS 3.0. ACTION BEING TAKEN BY ELLIE MAE: It has been determined that this is caused by hardware on the client side, related to DOCSIS 3.1 protocol. As Ellie Mae does not support customer on premise hardware nor do we make recommendations on hardware they have onsite, the customers will need to work directly with their vendor supporting that hardware. As a part of our technical review we have confirmation from multiple clients that swapping the hardware back to their previous setup resolves the issues with Encompass latency and disconnects. We continue to monitor and troubleshoot incoming cases. LINKS/PHONE NUMBERS THAT ARE HELPFUL: Here is the Comcast web-page outlining the new class of xFi hardware in question: https://www.xfinity.com/support/articles/wireless-gateway-compare Please refer to your local ISP."