Basic Internet Connectivity And Modem Help

[bsketlady2186]

I am having the SAME problems as everyone else with connectivity!  I have had this modem for several months and it's been GREAT!  Recently (since early Dec) it's been giving me fits!  Multiple restarts/resets daily and no connectivity.  Now, it shows up as as my network name AND Motorola 69697 for my network names...it let's me connect to my original network name, but not hte Motorola name.....very odd.  It saddens me that Comcast won't push the firmware upgrade to us, it would make life so easier!  It isn't like they arent charging us a small fortune for their services for ISP!

[EG]

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bsketlady2186 wrote:

It saddens me that Comcast won't push the firmware upgrade to us, it would make life so easier!  It isn't like they arent charging us a small fortune for their services for ISP!

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FWIW, an earlier post in this thread;

http://forums.comcast.com/t5/Connectivity-and-Modem-Help/Intermittent-drops-Motorola-sbg6580/m-p/117...

[bsketlady2186]

thanks for the link...i don't hold out a lot of hope for a solution soon though...it's frustrating

[VMI87]

This was my email to Comcast -

Comcast Service Support -

I have done all the troubleshooting listed in this email (and then some) - FYI, I am a network engineer for IBM. 

The problem does not exist between the modem and the router and I doubt that the problem exists between the pole and the modem.  It has to do with the modem itself and the level of the firmware.  The cable wiring was done by Comcast and the modem is on an isolated circuit.  Prior to me buying my own modem, I did not experience this issue.  All of my investigation regarding this cable modem (which was on the Comcast approved modem list) points to the firmware level of the modem.

This is a copy from the modem event log:

Mon Jan 30 15:14:06 2012              Notice (6)            TLV-11 - unrecognized OID;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.0;

 Time Not Established                    Critical (3)             No Ranging Response received - T3 time-out 

 Sun Jan 29 20:49:01 2012               Critical (3)            Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.0;

 Time Not Established                     Critical (3)            No Ranging Response received - T3 time-out 

 Sat Jan 28 17:15:43 2012                Critical (3)            Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.0;

 Time Not Established                     Critical (3)            No Ranging Response received - T3 time-out 

The TLV-11 Notice gets cleared once a new Unicast Maintenance Ranging entry appears.  When these entries occur, the modem resets itself and connectivity is restored.  My current hardware firmware level is at SBG6580-3.1.0.0-GA-07-180-NOSH.  This level also has problems with me using DDNS.  I want the firmware upgraded to level SBG6580-3.3.1.0-GA-09-058-NOSH.

This is taken directly from the Motorola support web site:

http://broadband.custhelp.com/app/answers/detail/a_id/17811/kw/firmware/session/L3RpbWUvMTMyNzY0NDQ3...

"Can I upgrade the Firmware on my Motorola Cable Modem?

We apologize about the inconvenience, but your Motorola modem does not support manual upgrades. Motorola is not allowed to control the upgrades of DOCSIS devices, per the standards specification.  Any firmware or software changes must be implemented via the cable network. Your cable provider can update the firmware based on what they have approved for their network distribution. Because of that Motorola is not capable of installing firmware for cable modems.  Please contact the cable operator to obtain information on upgrading firmware on the cable modem."

Additional research has indicated that several Comcast customers are experiencing this issue.  See Comcast forums -

http://forums.comcast.com/t5/Connectivity-and-Modem-Help/Intermittent-drops-Motorola-sbg6580/m-p/118...

Please escalate my ticket to a level of support that can assist me.  I have already contacted Motorola support and they have indicated that they are not authorized to provide firmware updates and that firmware updates can only be made by the ISP. 

Got a response from Comcast today...

Dear Michael,

Thank you for contacting Comcast High Speed Internet. My name is Maria Audrey and I appreciate you taking the time to contact us regarding your concern. I am here to make your day better by providing world class customer service.

I understand that you are having issues with your internet connection and with your equipment. We apologize for the inconvenience this has caused you having issues with your internet service. I know the importance of having this issue resolved, as it gives you the convenience of accessing the internet efficiently. I will be more than willing to provide you with the information of the proper department to have this issue resolved. Rest assured that your concern will be taken care of.

Michael, offering our customers the most effective possible support is a priority at Comcast. We appreciate that you have given us this opportunity to communicate with you and we want to address your concerns as quickly as possible. Although most issues can be addressed from within the email forum, in some cases "Live Interaction" is necessary.

In order to assist you, we ask that you use the link below to open a "Chat session" with a representative or call us using the information provided.

Apparently they didn't read my email.  A chat session with a level 1 technician going through a script is not escalation.  Time to setup a page and start collecting info for a class action suit.

[bsketlady2186]

Thanks for posting this!!  PLEASE add me to your list...this is TOTAL BS!

[reacheks]

Hi Michael -

In your post you state:"...The TLV-11 Notice gets cleared once a new Unicast Maintenance Ranging entry appears.  When these entries occur, the modem resets itself and connectivity is restored.  My current hardware firmware level is at SBG6580-3.1.0.0-GA-07-180-NOSH....".

I have been logging my daily Upstream SNRdB and Downstream Power dBmV statistics and my connection is well w/i the Comcast service specifications.  I also have been monitoring my event log(s) Both in the gateway modem and my DLink router and noticed the exact "TLV-11" event notice.

Tue Jan 31 01:54:44 2012 Notice (6) TLV-11 - unrecognized OID;CM-MAC=(removed);CMTS-MAC=(removed)CM-QOS=1.1;CM-VER=3.0; 

After this event it looks like there was a reset/reboot and at 13:02 on my router,  my Comcast  IP address was released then renewed (standard reboot).

info

Jan 31 13:02:18

Unicasting a release of 67.188.83.25 to 69.252.97.68

info

Jan 31 13:02:18

DHCP Release WAN IP address = 0.0.0.0

info	Jan 31 13:03:09	Lease of 67.188.83.25 obtained, lease time 292370

I am running the same Firmware Ver. SBG6580-3.1.0 on my SBG6590 gateway modem.  I have the modem set in "bridge" mode and use a Dlink-Dir855 router.  

When in "bridge" mode, I assume my Firmware is active and generates the same results you described.    

AFTER the 13:02 TLV event "Reset", the SBG6580 event log records these "other" events which appear to be specific to my MAC address on my modem.  This may or may not be something the firmware is creating???

Time	Priority	Description
Tue Jan 31 14:43:41 2012	Critical (3)	UCD invalid or channel unusable;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Tue Jan 31 14:36:59 2012	Notice (6)	Bad CMTS DBC-ACK: msg syntax error;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Tue Jan 31 14:11:12 2012	Error (4)	DCC rejected message syntax error;CM-MAC=removed;CMTS-MAC=removed:18;CM-QOS=1.1;CM-VER=3.0;
Tue Jan 31 14:05:15 2012	Error (4)	Service Add Aborted - No ACK;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Tue Jan 31 13:51:15 2012	Error (4)	DBC-ACK not received;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;
Tue Jan 31 13:02:47 2012	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=removed;CMTS-MAC=removed;CM-QOS=1.1;CM-VER=3.0;

Now at 13:02 my router logged the following events

Priority	Time	Message
info	Jan 31 15:04:41	UDHCPD sending OFFER of 192.168.0.102
info	Jan 31 15:04:41	UDHCPD sendOffer : device_lan_ip=192.168.0.1 , device_lan_subnet_mask=255.255.255.0
info	Jan 31 13:37:23	UDHCPD Inform: add_lease 192.168.0.100

info	Jan 31 13:03:09	Lease of 67.188.83.25 obtained, lease time 292370
info	Jan 31 13:02:18	DHCP Release WAN IP address = 0.0.0.0
info	Jan 31 13:02:18	Unicasting a release of 67.188.83.25 to 69.252.97.68

--------------------------------------------------------------------------------------------------------------------------------

Therfore, I can only conclude that the Firmware Ver 3.1 in the modem is causing a reset AFTER the TLV-11 event..   Perhaps the Firmware 3.1 is translating the CM-MAC address incorrectly and/or there is a conflict in resolving the CM-MAC addres and the CMTS-MAC address.

 I have confirmed that the error log is posting my correct CM-MAC address for my owned hardware but my modem may be resetting due to it being "customer owned" and my CM-MAC address is not recongnized in the Comcast database (because it has been removed since it is customer owned hardware)..

Do you think this is why your modem is getting reset?

EKS

[bsketlady2186]

Now my modem/router has gone completely off the deep end!  I attempted to delete my network and create a new one...thought i did but then i went to connect another computer on my network and it took on that name...and now it shows both names...very odd behavior...thinking of just getting a router tomorrow and bridging...i have 4 users in my house...i cannot not have a router or else there could be a revolt! ")

[VMI87]

Your post made me dig deeper into the DOCSIS 3.0 specification. Essentially, the cable modem does a handshake between the cable modem (CM-MAC) and a device on the cable network (CMTS-MAC) every 30 seconds. 

The No Ranging Response received - T3 time-out error suggests that communications between the cable modem and the device on the cable network has been interrupted.  No kidding right?  But what is the root cause of the interruption?  Further reading indicates that flucuation of power levels in the will affect quality - and I can see that if the cable modem detected a signal outside of the specifications for the device, that it would terminate the connection to prevent component damage (I'm guessing at this, but it makes sense).  I'm further guessing that since the modem has "self terminated" the connection and cannot re-establish a new connection that the cable modem automatically resets.

To prove this, I have to monitor Upstream Bonded Channels

(http://forums.comcast.com/t5/Connectivity-and-Modem-Help/No-Ranging-Response-received-T3-time-out/td...  Apparently, anything over 54 dBmV could indicate a problem.  Mine is currently at 48.7 dBmV.

I know of no way to automatically send my event logs from the SB6580 to a syslog (does anyone know how to do this?) - so I will manually check the logs every few hours to see if there is fluctuation in power level of the Upstream Bonded Channels.  If there is, then there is most likely an issue with a line or device beyond my outside pole. 

I do not think this is because the cable modem MAC isn't recognized by Comcast.  If that were the case, I probably wouldn't have any Internet service.

Links I found useful -

http://www.cisco.com/en/US/docs/cable/cmts/ubr10012/configuration/guide/u10k_a.pdf

http://bradyvolpe.com/docsis-101/docsis101_station-maintenance/

http://www.idevelopsoftware.com/2011/12/comcast-support-problems-surfboard-sbg6580-intermittent-conn...

I'll try monitoring the Upstream Bonded Channels - and then if that doesn't work, place my device in bridge mode following these instructions and then continue to "follow up" with Comcast customer support until they eventually solve the problem. 

[reacheks]

Maybe the SBG6580 has different upstream "reset" paramaters than the early legacy cable modem models that did not run under DOCSIS 3.0.  My previous cablem modem that I replaced was the Surfboard Motorola SB5100.

Monitoring my Upstream Bonded Channels every day for the last week, there was no instant where they exceeded 49.5 dBmV.  It normally runs around 47.5 dBmV.  

I was working at the computer this afternoon when the reset hit and I quickly scanned the "real time" Upstream dBmV levels and sure enough there was a spike at 55dBmV.  I have to assume that was somewhere at the pole and/or in the burried street line.  (Maybe the SBG6589 had a dBmV "f_rt" event, I do recall reading somewhere that there were instances of heat issues; mine is cool to the touch, standing up vertically on a well ventilated shelf with no other RF devices around).

Since my unit is in the "bridge" mode, I have had significantly fewer drops (in fact only one in the last four days) than when I was operating the SBG6580 in gateway mode (w/o the bridged router)..  

I still agree that there are some Firmware issues w/ the SBG6580 that make the router componet reset too frequently.  It's hard to issolate w/o doing any of the Firmware upgrades.

Thank you for your thourough analysis.  FWIW when I provisioned the SGB6580, DOCSIS3.0 was installed, I did not run in that mode w/ the SB5100.  Maybe the "reset" paramaters are different when operating in the DOCSIS3.0 environment.

EKS

[i-am-nerdburg]

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VMI87 wrote:
......

I'll try monitoring the Upstream Bonded Channels - and then if that doesn't work, place my device in bridge mode following these instructions and then continue to "follow up" with Comcast customer support until they eventually solve the problem. 

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Comcast has already officially acknowledged that there is a firmware issue. Some users have reported that the update has already been pushed.

[bsketlady2186]

Well I am caving today and buying a router!  I can't take the drops anymore...I am sure as soon as I get the router they will send out the firmware update...seems that I live by Murphy's Law!

[FlyingDoctor]

Looks like I have the same problem. Keeps dropping multiple times a day and have to reboot the modem sometimes multiple times before I get a working connection.

I've called twice now to try and get some information on the update of the firmware and I go from  'we dont do anything but reboot the modem' to 'contact motorolla' to 'its done automatically but only to the modems comcast rents' 

This is so frustrating and the only solution might be to chuck it into bridge mode and accept the wasted $100

[VMI87]

Maybe my ticket has gotten escalated.  A real person actually called and left me a voice mail to call Comcast. Will keep everyone updated. 

[bsketlady2186]

Well I got an inexpensive netgear router yesterday and so far 24 hrs no drps and everyone's happy so my pricey modem/router is just a modem....frustrating

i will get my netgear money spent back when i renegotiate my bill   no worries!

[dottat]

To all those suffering from the firmware problems-

Please keep in mind that comcast has to field trial firmware in small sections at a time.  In the past, firmware provided by cable modem companies has fixed one issue only to introduce a new and sometimes more painful bug.  These un-intended consequences can actually impact other customers on the system who don't even have the same modem.  Care has to be taken in lab testing and subsequent field trials. 

Hang in there and use a known work around until all of this gets sorted out!

[bsketlady2186]

Are you for REAL??  We paid GOOD MONEY for this modem!  only to be told to use a workaround..

seriously -- get a hold of yourself....

it's BS that Comcast treats it's customers this way!

[dottat]

bsketlady2186 -

My intent, as a fellow contributor on here, was not to anger you... but to offer an explanation on why Comcast doesn't just shove a firmware out the door.  It has nothing to do with a perceived slight to the customer.  They are actually trying to follow testing protocol and provide a known good firmware to the end users.  I would be willing to bet they've had to kick back different versions to motorola to get them to fix their code many times before getting to the point they would even consider a field trial (which is sounds like they are starting).  If motorola and every other cable modem manufacturer got the code right on the first shot Comcast wouldn't need these extra steps to test compatibility. 

Sorry if you took my original response the wrong way.

[VMI87]

You are both right.  Yes, Comcast is obligated to follow industry standard change control processes.  Simply sending out a fimware update without testing is asking for problems.  On the other hand, Comcast is also obligated to convey this information to its user base that has purchased equipment that was listed on the Comcast approved hardware list. I'm sure there is some sort of legal mumbo-jumbo that is probably the hold up too.

But, to have customer service reps completely dismiss the issue with the answer "We can't upgrade you firmware" is placing Comcast customer service back where it used to be several years ago - which was awful.  Comcast has made tremedous improvements in their overall customer service, but regarding this issue - no.  I had an escalation manager leave me a message and I will be returning his call shortly.

[VMI87]

Just talked to Comcast - they are currently testing the firmware release.  Once it is approved, they will push it out.  Talking to a "level 1" customer care rep will not get you an answer.  You must escalate your issue (once you really have confirmed that it's not something you really can fix like splitter, bad internal cable, etc.)

[reacheks]

VM187 - Was you modem/gateway "customer owned"?  Where are you located?

My modem reset today @  Fri Feb 03 03:34:30 2012 

Guess what . . .

SBG6580-3.1.0.0-GA-07-180-NOSH

no change (-

EKS

[dottat]

Vmi87-

Let me know if that did the trick

[VMI87]

Currently testing for Comcast - so yes, I will let everyone know.

[VMI87]

@reacheks  - My modem is customer owned.

[VMI87]

I don't know if the firmware upgrade will work or not, but in response to the response from Comcast.  After my initial interaction with customer support to escalate my ticket.  I received a callback the following day for me to contact them.  The engineers at that level apologized for the inconvience, said that Comast was aware of the issue and is testing the firmware so that they feel confident that it will not create more problems.  So - bravo to Comcast customer support.

[st6]

Now after putting up with resets every other day, my downloads speeds have slowed to .5 Megs down and 3.5 upload called Comcast and they reprovisioned my sbg6580 still the same. they told me it was because of rain in my area. this is very expensive to pay for this kind of service, but I have no other alternatives and they know that.

[VMI87]

If you do not get the level of service you think you deserve, then you need to escalate the incident you have opened.

[wzeallor]

Thank you to everyone who complained to Comcast about this issue. If you had held back, Comcast would have probably quietly withdrawn the modem from its compatibility list.

[reacheks]

VM187 -  I am still suspect that the SBG6580 modem/gateway is having issues resolving the CM-MAC and CMTS-MAC addresses which are NOT due to noisy Upstream dBmv levels in my line.

I have come to this conclusion because my line is continually generating TLV events eventhough my Upstream dBMV levels are well w/i specifications and these drops seem to occur on some type of specific time schedule.

I am not quite sure how you can test the SBG6580 w/ and w/o the Firmware upgrade for the same line, but I would not be too surprised to hear that the modem/gateway device is generating the condictions for a line drop somehow.  This could be the result of an iquirey from the CMTS-MAC device to the SBG6580 that results in a dBmv line spike.  Maybe it's a hardware filter issue and/or something that is triggering the Firmware to do an automatic reset.

There are just too many of these TLV event codes appearing in my event log while my Updtream dBmv levels (in the Connection log) are fine.

The absolute test would be to reinstall my legacy Sufrboard SB5100 modem (non DOCSIS-3.0) and see if I can duplicate the number and frequency of these TLV events.   I will have to check my old modem to see if it even generates a log report similar to that of the SBG6580.  It may be a DOCSIS-3.0 specific thing.

Have you discussed a protocol w/ the service technician for isolating the source of your line drops?  

EKS

[EG]

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reacheks wrote:

VM187 -  I am still suspect that the SBG6580 modem/gateway is having issues resolving the CM-MAC and CMTS-MAC addresses which are NOT due to noisy Upstream dBmv levels in my line.

I have come to this conclusion because my line is continually generating TLV events eventhough my Upstream dBMV levels are well w/i specifications and these drops seem to occur on some type of specific time schedule.

I am not quite sure how you can test the SBG6580 w/ and w/o the Firmware upgrade for the same line, but I would not be too surprised to hear that the modem/gateway device is generating the condictions for a line drop somehow.  This could be the result of an iquirey from the CMTS-MAC device to the SBG6580 that results in a dBmv line spike.  Maybe it's a hardware filter issue and/or something that is triggering the Firmware to do an automatic reset.

There are just too many of these TLV event codes appearing in my event log while my Updtream dBmv levels (in the Connection log) are fine.

The absolute test would be to reinstall my legacy Sufrboard SB5100 modem (non DOCSIS-3.0) and see if I can duplicate the number and frequency of these TLV events.   I will have to check my old modem to see if it even generates a log report similar to that of the SBG6580.  It may be a DOCSIS-3.0 specific thing.

Have you discussed a protocol w/ the service technician for isolating the source of your line drops?  

EKS

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FWIW, There are two additional signal stats which can't be read at the modem level. They can only be read from their end by them polling the CMTS (Cable Modem Termination System) at the local headend facility.

They are the 'Upstream Receive Power Level' and the 'Upstream uSNR' (upstream Signal To Noise Ratio). Both of these are as equally important in diagnosing connectivity issues as are the modem's stats.

You can call in and ask what these figures are. The Upstream Receive Power Level should fall within the range of -10dB to +10dB with 0dB being in the middle and perfect.

The Upstream SNR should be least 30dB, and the higher it is the better. You could have an intermittent noise ingress issue in the upstream channel.

[VMI87]

Modem has not reset since the firmware upgrade occured.  I just checked the logs and I did see one entry for "Started Unicast Maintenance Ranging - No Response received - T3 time-out;" - but I was not online at that time so I cannot confirm that there was an interruption of service.  Comcast techs also noticed that a setting was wrong on there end regarding the upstream channel

Channel  Lock Status  US Channel Type  Channel ID  Symbol Rate      Frequency      Power

Settings prior to Change

1             Locked         TDMA                    1                  2560 Ksym/sec  22000000 Hz  48.7 dBmV

Settings after Change
1            Locked          ATDMA                  2                  5120 Ksym/sec  29400000 Hz  49.5 dBmV

Another interesting item - Results at speedtest.net before/after the change

Download        Updload

Prior to Change
30.80 Mb/s     5.55 Mb/s     

After Change

57.41 Mb/s     10.43 Mb/s

I don't believe these had anything to do with the firmware update - as this would affect my bandwidth and not the modem resets.

[BeltranCaruana]

I am having this same problem.  Have the tech on the phone.  Exactly HOW did you get them to escalate this problem?  The Level 1 guy is trying to figure out to whom this escalation needs to go that will not require a tech being sent out.

[BeltranCaruana]

BTW.  What is your software version now?

[BeltranCaruana]

My Current settings: 

Software: SBG6580-3.1.0.0 GA-07-180-NOSH

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	TDMA	3	2560 Ksym/sec	22600000 Hz	36.9 dBmV

[will4cani]

I've been having the same issue for a while now. After repeated calls to tech support I finally called the corporate offices.

Here's the good news and bad news.

Good news. Corporate was quick to act and has been very helpful. My modem has been updated with the new firmware - SBG6580-3.3.1.0-GA-09-058-NOSH

First thing I noticed with the new firmware was that my upload speed went up over 50% and download speeds were also up over 20%. Second thing was that my modem went a full 24 hours before the bad news hit.

The bad news is that it seems the new firmware hasn't fixed the problem as I've hit the same snag as prior to receiving the new firmware.

Sat Feb 04 15:47:39 2012   Notice (6) TLV-11 - unrecognized OID

and

Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response

The second error seems to be happening with users of Zoom modems as well based on what I've seen here on the forums.

I'll be back on with corporate on Monday and see where we go from here.

[VMI87]

My software version is  SBG6580-3.3.1.0-GA-09-058-NOSH

You escalate by:

1.  Doing the basic troubleshooting.  Comcast needs to eliminate the "easy stuff" first. 

• Modem reset
• Bad cable connections
• Bad line
• Old splitter
• Issue from house to pole

2.  If nothing you do improves your service, request to speak to a manager or supervisor.  If they can't help, ask to speak to theirs.  Don't be inconsiderate while doing this as it won't get you anywhere.  Most of the people really would like to help you, but honestly may not know how to escalate an issue - so keep asking to talk to a manager or supervisor that can.  You must be persistent and courtesy always helps. 

I even got a follow up letter in the mail today from Comcast.  Comcast itself may be a big, money-hungry company (aren't they all?) - but the people working for them are just people that really want to be helpful and assist with solving problems.  If you worked in that same job, what would you do?  Chances are you really would want to help the person on the other end of the phone.  Add the personal element to your call and hopefully you'll see quicker results.  I can't stress this enough - courtesy is contagious.  If you're pleasant with support, they'll return it.  Keep in mind, these people hear complaints all day long. 

And no, I do not work for Comcast.  I had MAJOR issues with them several years ago and ended up talking to a regional VP to get my issue eventually resolved.  Since then, their committment is to solve customer problems as best as they can.  It doesn't help them financially to have "disgruntled" customers.  But it is also the customer's committment to take the next steps if they aren't happy with the support they are receiving.

Will the modem firmware update solve the problem?  I don't know, but being a network engineer myself, I am just trying to eliminate all possiblities.

[waingro7]

All of this sounds really bad and at the same time very familiar...

I've always seen those error messages on the Motorolla modems going back to the older pre docsis 3 modems up to the new ones. I hit the reset all defaults on the configuration tab last night and left it alone. Everything is back to normal for now and the log is empty... first time I've ever seen that!

I buy my own modem because Comcast has always been terrible at keeping their customers up to date on upgrades and replacing hardware. Doesn't surprise me at all the customer who buys their own modem gets the bad end of the deal. They want you renting or they just leave you hanging so you have to buy another one in two years regardless. It's that plus the $3/month service protection plan! Just more ways to keep their greedy hand in your wallet.

I'm going through the same issues again with the SB6120 now... I guess it's time to buy a newer one (SB6121) as that's only way to identify if the problem is hardware or something bigger on their end.

On the Comcast site there's a page (http://mydeviceinfo.comcast.net) that lists the modems and their testing level. Interestingly the SB6120 is only one star, while the SB6121 is a thoroughly tested three star rating like the Arris modems, and I've seen people posting that they work well. The SBG6580 that everyone here had trouble with also lists at one star.

[reacheks]

VM187 -

I had to reinstall my legacy Motorola SB5100 modem today.  The internet connection got so slow and intermitent (I beleiev it is A DOCSIS 3.0 issue here) and my VOIP SIP line would not register.

Even w/ the SBG6580 in bridge mode the resets and slow internet speed were really bad.  

First I had them reprovision the SBG6580 as they said that would also provide the Firmware upgrade to level 3.3.  The modem was reset but no Firware Upgrade was noticed.  I am still at Ver. 3.1.Secondly, the internet speed was quite bad after the reprovision that even w/ several hard resets to modem. router & PC my connection never got back to normal.

When I reinstalled the SB5100 (using the online provision screen) (Note: this runs DOCSIS 2.0), I got a clean solid connection.  Using my Dlink router to feed my wireless N devices, I get excellent connectivity but notice only about 80% of the normal thru-put (14MB/sec peak rather than 17MB/sec.sec peak).  My VOIP SIP device is able to register w/o a problem and my broadband service is rock solid again.

Keep up your testing.  There was some mention about two "MAC" addresses for the SBG6580 an "HFC" and a "Gateway" .  The online registration program pulls the "Gateway" Mac address off the device.  Not sure if there any correlation to the TLV events ("resets") and the CMTX trying to resolve either of these two different MAC addresses.  If the CMTX side is looking for the "HFC" MAC address and seeing the "Gateway" MAC instead, then I could see where the software would generate a "reset".  This is way to obivious an oversight. . . . 

I am supposed to get a call from my Tier two team next week to try to resolve this issue.  I would like to utilize the DOSCIS 3.0 platform but not if the SBG6580 is not compatible and/or the line drops continue.

Anybody want to buy a slightly used Motorola SBG6580 gateway all-in-one modem? (-.

EKS

P.S. I agree w/ you that the Comcast customer service group is well intentioned and do try to help.  It's just a bit frustrating finding the right technician that can fix the problem.  My efforts today got me back to step one.

[VMI87]

I was joking with my wife earlier that because of my "persistent" follow up with support 3-4 years ago where I had the personal number of a region VP, they probably put my name on a special list.  (Marines have that affect on people). I think they eventually did everything they could just so I would stop bugging them. LOL

All joking aside - refuse to accept NO as an answer. 

@ reacheks - Sounds like some of the problems you are seeing may be attributed to other things besides your modem. Your modem with the older firmware probably isn't helping either.

Do you have any line splitters?  If so, how old are they?  Are all cable ends shiny copper color or a dull and dark color?  Any kinks or major bends in the cables anywhere from the modem to the pole?

Not sure what you mean about two MAC addresses.  My modem only has a single MAC address (listed in the logs as the CM-MAC).  The other MAC address listed in the log is CMTS-MAC which I am assuming is the the device at the next "hop" in the line.  I know that CMTS means Cable Modem Termination System - but that's about the extent of my knowledge (Cisco has a lot of documentation about the DOCSIS 3.0 specification).

[BeltranCaruana]

VM187 (and others with the same issue)

I agree.  Being patient and courtious is your best bet.  I happen to run a call center.  Although yelling can get your issue escalated, patience goes much farther.

I reached a very nice young gent named William.   He is trying to escalate my issue through the channels at Comcast.  His supervisor will contact the 2nd level supervisor tomorrow when he is in the office. Hopefully they will help address my issue and also help William get a procedure that allows him to help customers at 1st level support.

He called me back with an update this evening. Let's see if they can get this escalated to the right folks so that I too can get this update for my Motorola.

[nhbragg]

Still on 3.1 here... sigh.

[i-am-nerdburg]

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VMI87 wrote:

Just talked to Comcast - they are currently testing the firmware release.  Once it is approved, they will push it out.  

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ComcastSteve posted that info almost three weeks ago. EG and I figured the firmware issue out long before that. Thanks for playing tho.

[VMI87]

Thanks, but what's your point?

[MidnightCat]

Guess I'm in the same boat as all the other Motorola SBG6580 users, nice to know I'm not alone though. Got the gateway back in early January from Best Buy to replace an old gateway from 2004 and it disconnects at least once a day.

What confused me about this thread though is the rumors of Comcast testing the new firmware. Is it out to all customers yet or are they still testing it? Also, my upstream power is at 43.0 dBmV and my downstream power is at 4.4 dBmV. Does that need to be fixed and if so, does it need to be fixed by a Comcast tech coming to the house or will the firmware fix that? Sorry, I almost know next to nothing about networking.

[i-am-nerdburg]

Your signal levels are fine. Some users report seeing the new firmware, but others still haven't seen it. There has been no official confirmation that the firmware has been pushed. You don't have to do anything, your modem will update automatically.

[ThatCatGirl]

I am in the same position. I've only owned the modem for a couple of months. Everything was fine until about 2 weeks ago. My service is so slow at times - like dial up. There are times when it takes ages while waiting for websites ... Connecting to or waiting for or looking up... I have to reboot, some time numerous times per day. Some times I need to reboot numerous times. I am getting the same event logs as others here.

I had a tech come out about a week ago. He checked the wire from the pole, changed the fittings and splitters and said there was nothing more he could do since he was showing a strong signal. It seems to be getting worse as time goes on.

Frustrating is such an understatement.

[ThatCatGirl]

I forgot to add... I have done a ping test a few times and get:

59% packet loss

53ms ping

43ms jitter

[nickstrenk]

But is comcast claiming that this new firmware release will fix the intermittent dropping issue that the SBG6580 experiences?

-Nick

[EG]

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nickstrenk wrote:

But is comcast claiming that this new firmware release will fix the intermittent dropping issue that the SBG6580 experiences?

-Nick

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From the (albeit) limited feedback that we've seen here so far, it seems to be the fix.

[VMI87]

With the firmware update, I haven't had a disconnect since.  Still get some errors in the logs, but it doesn't seem to be affecting my connectivity.