02-20-2012 07:31 AM
Watched a Netflix program last night and the "rebuffering" was so frequent that the program was virtually impossible to watch. Is that Netflix or Comcast? It's a wireless connection over an "N" connection....
Now this morning, I'm logged on to a financial institution with an HTTPS connection and I am frequently asked to log back on because my session ended. Is it the bank or Comcast? This is a wired connection.
The modem log is clean. No entry. Still at 3.3.1 software level, received on Friday...
Speaking of the modem, has anyone else noticed that TRACERT cant be done from the modem any longer? The option exists, but the page refreshes too frequently to type anything!
02-20-2012 09:19 AM
Switched out existing Netgear wireless router and SA docsis 2.0 modem Saturday for NEW SBG6580 and install was flawless from Comcast including updated 3.3 firmware. Am very happy with the result so far. Was definitely worth the wait.
02-20-2012 11:30 AM
Login to the modem and make sure WMM is off. Per my previous message I noticed that WMM is behaving differently with 3.3.1 than it was with 3.1. In my case it rate limited my laptop wireless N throughput to 0.5mbps on Speedtest.net vs. 27+mbps with WMM disabled.
Also, I don't know if this is the modem itself or if it's Comcast, but the last two HD movies I streamed from DirecTV over my Comcast connection had trouble (all since 3.3.1) -- they would stream at about 2x real time for a few minutes and then the modem would reset several times with docsDevResetNow in the event log. Curiously I could download 4GB ISOs from my Technet account at full speed without a hiccup but DirecTV streaming causes the modem to reset.
Since you say your event log is empty it might be WMM and not the issue I'm seeing with DTV, but one does wonder why downloading files works just fine but streaming HD (wired ethernet) causes the modem to barf in my case.
02-20-2012 12:13 PM
I returned my SBG6580 last night to BestBuy as I was within the return period.
- 1/15/2012 to 2/17/2012 - Intermittent connection problems with the device running SBG6580-22.214.171.124-GA-07-180-NOSH (dropping appx 2-3x per day)
- 2/17/2012 - New software pushed. Version SBG6580-126.96.36.199-GA-09-058-NOSH. Internet connectivity was down more than 50% of the time based on my multiple ping streams running to various DNS servers.
- 2/19/2012 - Comcast engineer came onsite and did exhaustive testing with his network probe and the circuit came back solid. (He said it was as good as it could possibly be, almost perfect.) He contacted Tier 3 support and they worked a few things for an hour. Re-initialized the modem, verified settings on their side and mine. Verified the modem received the correct config file, etc. We then reconnected the Ubee DDM3513 modem to get me back online. The Tier 3 support pushed an updated config file to support Extreme 105 service. Prior to the update, I was maxing out at 60Mbps. Now it is floating between 95-115Mbps on speedtest.net
- 2/20/2012 - Talked to the tech about other options (different devices with wireless N, routing and built in Gigabit ports) . They didn't really have anything they would normally deploy, but apparently there is a SMC Networks device that would get deployed in an internet + telephone scenario. I decided against that and am getting a separate wireless router/vpn/firewall device. There is apparently a lot of "buzz" in the office, that the latest firmware is wrecking havoc, triggering multiple service calls for all of the techs. He told me a bunch have been making calls in my area since the software was pushed.
Other Informational Nuggets
- My area has been transitioned to all digital on the cable side and that was completed around 1/15/2012.
- Comcast has been aggressively been pushing out IPv6 to capable devices and that was completed around 2/1/2012 (or so).
Location: Douglas County, CO (Lone Tree)
Service: Cable TV, Extreme 105 Internet service.
02-20-2012 12:29 PM
About Speeds & Performance
After a bit of Googling, and talking to the Tier 3 support, every modem is tied to a customer account and a SPECIFIC configuration file is pushed to the modem when it is installed. This is how they tie your account to the speed tier you have paid for.
In my scenario while troubleshooting the SBG6580 and comparing it to the Ubee, they discovered I had an incorrect config file on the Ubee that was throttling my speeds down.
For the Motorola, this was listed correctly in the "d11_m_sbg6580_widebandshowcaseblast_c01.cm" file. This file is visible by logging in as:
Go to the connection page.
Click on the link that ends in .cm. It may take a minute for the popup to display.
My config lines for Extreme 105 service read:
service class name = 'extrm2_up'
service class name = 'extrm2_dn'
If you aren't getting the speeds you expect, have Comcast verify the config file that was pushed to your modem is correct. Apparently, a lot of them are incorrect (per my tech).
02-21-2012 12:15 PM - edited 02-23-2012 10:27 AM
I have been fighting to get working internet for almost a year now. I have done all of the stuff they have you do several times. Checked and replaced or tested with an alternative: computer, wireless, cat5 cable, router, modem, coax to wall, cabling within the wall, wall connection, cables in the box outside, connectors in the box outside, and more. I know guys. It is frustrating. Like many of you I didn't want to be a complainer, so I didn't call them with every drop. If I had, I would have been on the phone with them daily instead of monthly! Side note, with only a Skype call running on my network to tech support, they complained that we had a bad connection. I told them that it was VOIP and the only thing running. Finally, after all of the time, and the patience, and the re-re-re-escalations, I have had enough. I explained to them what I suspect the problem to be, and I have given them another opportunity to complete repairs. They tried to stall, but I explained that they had been allowed almost a year of time to fix it. During that time, I was paying for a service that was not being provided. They agree, if it is not resolved before the tech(s) leave, Wednesday, February 22, 2012, both they and I will escalate this beyond customer support. I hope it doesn't come to that. However, if you also find yourself at the limit of whatever is keeping you calm right now, here are some things we may be able to do. If Comcast customer service has not succeeded in resolving our issues, we can attempt to contact whatever regional manager or VP we can reach. We KNOW they care. At least, we hope they do. If not, we will still have legal options. The last thing they want is for us to file claims with the Better Business Bureau. In addition, we could also take them to court and seek damages for money we have paid them for services that were not rendered. If incurred, we may also be able include in a suit, reparations including, but not limited to: legal fees, court costs, per diem for every one of the frequent tech visits, when we could and should have been working, and the stress and emotional hardship each of our ordeals has caused us. I don't think any of us wants to go through all of that, just to do honest business.
Whether or not I am successful, I want you all to have this information. We all probably ended up here because we were looking for answers or help. I don’t want to be a helpless victim, or a cooperative hostage. I want to be free from this trap, without losing an arm and a leg for nothing. At first I mistook misdirection for conscientiousness, believing that after they finally fix it, I would be compensated in some way. Do you know any other utility, service, or product that you only have a "chance" of getting what you pay for? What if this was the power company? Water? Would we be as understanding and patient then? I will update this daily until it is resolved.
Ok, the next three quoted posts are in a thread much like this, but more about general disconnects. I bet you what they are describing is exactly what is going on with you connection. A link to the thread is at the bottom. It is about more than one ISP, but most of them are having the same issues we are.
Ok, I hope to shed some light on everyone's issues and pull the curtain back a little. I WAS a Charter Communications Senior System Tech. I was responsible for maintaining and repairing all mainline issues. The problem that you guys are having is, i repeat, IS a problem with your cable companies hardline distribution plant. In other words, don't waste your time or money replacing modems and or routers. If you are experiencing problems at certain times of the day, it is related to temperature. I know that sounds crazy, but hardline cable is metal. It expands and contracts with hot and cold temperatures just like any other metal substance. When this happens, the metal is either less dense(when hot) or more dense(when cold). Therefore, the signal passes differently depending on the temperature. Causing higher or lower signals when the sun comes up or goes down. Now, to battle this phenomenon, the amplifiers hanging on the lines are designed to automatically adjust the Gain (signal boost) accordingly. Now, these have to be adjusted and set up properly at least a couple times a year. Mainly due to the changing of the seasons. They can only handle so much temperature change before they start to cause serious errors. Thus your problem begins. Now keep in mind, that most newby service techs for most cable companies are clueless about anything to do with mainline issues. They are only trained to diagnose problems inside your house, and depending on their training(which usually isn't much) they probably won't even know any of this. Also, in most areas, the service techs are scared to put in a "Line Problem" because if they have missed any problems inside your house that could be causing the problem, then they are given a hard time by the system techs (who will find it). So, you should definitely insist that a line problem be put in. Also, talk with any of your neighbors and see if they are having the same issues at the same time. This will help you in your request for a line problem.
Hope this helps
Not 100% sure if this is the culprit, but I had a charter tech which took 2 hours at my house tracking down the problem once..
He changed the house line, modem , house to pole, then started backtracking to the C/O.
He found a bad line amplifier on a pole about 5 houses down.....
His explanation: Within the line amp, there are circuits which measure the resistance down the line to the next amplifier. The resistance of the line changes 24/7 due to "thermal expansion/contraction (temperature variance)", there are internal compensation amplifiers which will increase or decrease output down the line to attempt to maintain X dbmv output down the line. The circuits can and do wear/ burn out over time. If this is outage occurring consistently in mornings / evenings / both times, the amplifier may have reached the limit of its adjustment. Then the expensive and quantitative option of the cable co. is "the number of subscribers from that point to end of line" worth the cost of running a new line because thermal cycling has prevented the run to stay in specifications for internet / cable.
Simply you become a $ value...
believe it or not but it is on the isp side. I have been having the very same types of problems. What the fix is, a very good line person or a tech who will take the time to check all connections down the line till they find the problem. What it is, your modem can not hear the isp send signal from the headend. That is why you are gettingt the T3 timeouts. If the modem can not get or hear the signal it will shutdown cause it thinks there is a problem with the headend. I always switched out modems and routers because I was always told that it was on my end. I asked how many times in a year I am supposed to have new cable and ends replaced before they would finally believe it was on their end. Anyways, I got really mad and contacted a VP in the cable company home office and asked for his help. All I know I got the problem fixed and several techs oin the support center back taking remidial training on how to listion to customers and field techs who finally took the time to look at everything to find the problem. It was a connection 5 blocks from me that was giving trouble.
That is the thread about the disconnects. Below is something you might find interesting and/or useful.
That is my running smokeping for one day. It is obvious something is wrong, but this will probably not catch the disconnects unless it is really lucky. However, recently my modem doesn't just lag or drop briefly, it resets. Like alot of people with the new firmware. Because of that, one of them might catch it.
You can run one on yours, who knows it may help you convince someone, or just let you feel justified for complaining about a problem that always happens in the middle of something important, but the techs miss it so they think you are full of it. Update 2-23-12 After two techs, I was able to show the disconnects, dropped packets, outrageous latency, that is exacerbated at the slightest hint of data transmission. At a loss, the tech not only put in the line call, but the area supervisor and line tech are going to be coming to my home. It isn't the resolution I had hoped to find at the end of the day, but they promised to keep in daily contact until this is resolved.
02-21-2012 12:16 PM
After a decent technician came, checked signal strength, looked for splitters to pull, I called his supervisor Kevin Grubbs, left a message. Got a callback from a female phone tech, not trained enough to read my file notes, not open to checking this forum, and not aware of the problems between Comcast & the SBG6580. Comedy of errors with phone tag ensued with her claiming to have setup a meeting on Sunday 2-4 pm for another technician to come to check the lines, and me denying I would've agreed to such a worthless endeavor. Got a call at 334pm Sunday saying the tech couldn't reach me. Called Comcast back & got an Indian with a very heavy accent named "Jerome." He spent 40 minutes arguing with me, couldn't be bothered to read the file notes. Claimed to know nothing about the SBG6580 Comcast issue, and I pointed out the training inconsitencies there. Today, got a callback from the same female phone tech. She argued with me about the firmware push. A tech had told her that customers who own their own modems must contact the manufacturer to get any firmware upgrades, that Comcast absolutely does not provide firmware pushes to modems. Awful, just awful service. They are unbelievably lacking in knowledge.
02-21-2012 12:26 PM
I'm so sorry. I've had the SAME expierience with Comcast, all the way down to arguing with a guy from some three letter acronym agency at Tier 3 (he's a super sercret spook apparently) and having him flat out tell me to my face no one does firmware at "MY" company as he put it, I guess he owns Comcast, who'd have thought I'd reached the owner for tech support.
Worthless incompotent techs, tier1 is a waste of time....... most people could barely speak English. I spend 5 days IN A ROW on the phone, chat and scratching my head why I couldn't have internet that worked.
* I have ALL phone conversations recorded and SIX different chat logs saved as well as speed test results and modem screenshots......I'm ready for the lawsuit guys....let me know please!
02-21-2012 11:35 PM
So, I discovered my Wifi-LAN transfers dropped from 15-16MB/sec to 2-3MB/sec. Disabling WMM seems to force Wifi connections to 54Mbit. Although this gave me better Speedtest.net results, my WLAN performance is in the toilet.
I went and bought a standalone SB6121 DOCSIS 3 and have been running it for ~24 hours with a Netgear WNDR4500.
No more random reboots, even when streaming DirecTV on demand, which is working wonderfully.
Still getting occassional signal issues, but nothing terrible (only a 100-200 uncorrectables in last 24h)
My wifi is now stupid fast as I get 300-450Mbit connections throughout the house whereas the SBG6580 had a hard time mustering 243Mbit in the same room.
In fact it's so fast (22-23MB/sec file transfers) that my Intel 5300 AGN laptop card actually maxes out one of the laptop cores in kernel time (it's an i7 for cryin' out loud!). Need to find a nice half height mini pcie card that does offload a little better
Bottom line, I have to agree with everyone before me who's said that the 2-in-1 idea behind the SBG6580 was good on paper but just doesn't work out in practice. It only seemed to work well when doing either wifi or acting as a broadband gateway, but not both, and since firmware 3.3 my wifi performance went down the drain. I am now incredibly happy with my "dumb" modem and separate N router.
02-22-2012 01:32 AM
So here's another update from me. Two days ago, I got a disconnect, then today another disconnect. Went to check the gateway settings, I'm back to firmware version 3.1. I think this happened to someone else on this thread, but this is just getting crazy. I'm just at a loss.
02-22-2012 07:38 AM
My software reverted back too. now it is--
Now disconnecting every few minutes. Here is the latest log.
Wed Feb 22 07:17:08 2012 Notice (6) TLV-11 - unrecognized OID;CM-MAC=00:23:ed:f6:46:d5;CMTS-MAC=00:01:5c:22:
02-22-2012 09:23 AM - edited 02-22-2012 09:25 AM
Well aftr coming home and seeing more disconnects IWe do a power cycle on the modem and when it first comes up it attempts to load some new software, so I figure ok it is finaly fixing any software flakeness. well after that untill I power cycle on more time about an hour after the last, it is not able to connect via wireless at all.
Then in desperation one last power cycle and boom stable connection.
It is not till this morning I find we are back on firmware 3.1 which was quite stable for me initally but oh so not for alot of people.
I am not sure what to tell the rest of you. but here are my current settings:
from a root login:
Software Version SBG6580-188.8.131.52-GA-07-180-NOSH
Procedure Status Comment
Acquire Downstream Channel 603000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK d11_m_sbg6580_silver_c01.cm
Security Enabled BPI+
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNR
1LockedQAM2561603000000 Hz0.1 dBmV39.2 dB
2LockedQAM2562609000000 Hz0.2 dBmV39.1 dB
3LockedQAM2563615000000 Hz0.4 dBmV38.3 dB
4LockedQAM2564621000000 Hz0.1 dBmV39.1 dB
5Not LockedUnknown 0 0 Hz 0.0 dBmV 0.0 dB
6Not LockedUnknown 0 0 Hz 0.0 dBmV 0.0 dB
7Not LockedUnknown 0 0 Hz 0.0 dBmV 0.0 dB
8Not LockedUnknown 0 0 Hz 0.0 dBmV 0.0 dB
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA85120 Ksym/sec 32000000 Hz49.2 dBmV
2LockedTDMA75120 Ksym/sec 37000000 Hz49.2 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
From what I have gotten with this situation....
Down Stream Power levels need to be from -7 to +7 the closer to 0 the better, if yours are even close to those 2 xtremes you may need to have your line checked, Make sure to ask to have a tech out to do a line test, be insistant and cite the power you may be seeing on your end.
check your logs if you can when you drop connection, if there is one that states it is loading software, let it do so for a while before powercycleing.
This may drive you crazy, but patience is a key as well. It seems these modems are fairly tough.
Location may play a key as well, once again, I am in the Denver area.
02-22-2012 12:33 PM
Well, I reset my recently SBG6580 (recently updated to 3.3.1) and it downgraded to the old, buggy 3.1!
What's up with that? I had no connection issues with either firmware, but the newer firmware solved some other bugs relating to SIP VOIP connectivity and the built-in DDNS updater.
It appears that Comcast is having second thoughts about the stability of the 3.3.1 firmware.
02-22-2012 04:01 PM
Whoa, what? Rolling back to the older lousy firmware? Apparently unlike some others, my device is finally working properly after this firmware update. During the past week, I have not experienced my usual daily disconnects. I was just about to kick the SBG6580 to the curb when this update came along and made it work okay. Hopefully 3.3.1 is only being pulled off of modems that have a problem? I don't want to go back!
02-22-2012 04:12 PM - edited 02-22-2012 04:14 PM
I'm bummed, because the upgrade was working great for me! However, I would be really surprised if Comcast has the ability to do large quantities of selective upgrades. Imagine the maintenance nightmere of keeping track of who complains and who doesn't! I'm betting that we are just going to have to (a) be patient and wait, or (b) go for the two device solution others have mentioned.
02-22-2012 04:22 PM
Well, it was not for me, and now I am stable. I ask this of those of you that have problems after the roll back, what hardware version is your modem listed as?
Mine is 1, and I am now stable with 3.1
02-23-2012 12:00 AM
Really appreciate Comcast being transparent on the issues with the firmware and the rollback. Hopefully the SBG6580 ends up with mature firmware soon; on paper having a fast N router with built-in DOCSIS 3 modem at $160 is a no brainer. Although I'm off this modem for now, I'll keep an eye on this thread and everyone's progress with new firmware so I can consider swapping back to the SBG6580 and maybe selling the new stuff I replaced it with.
02-24-2012 11:11 AM
I'm *begging* you to not roll me back again. The 3.3.1 is working perfectly for me. The last entry in my event log is from 2/17 and I prefer it stay that way.
02-24-2012 02:10 PM
Can someone that is one 3.3.1 tell me if there is a way to change your DNS in the modem config?
The current firmware you have no option to change your DNS. I would like to use OpenDNs service.
If the new firmware does not allow you to change tyour DNS. What are some recommendations to replace the SBG6580? Looking modem only, not the "all in one solution"
02-24-2012 02:33 PM
If that gateway device is acting as a DNS proxy/forwarder, just change the default DNS config settings in the individual clients on your LAN. In a computer, go to the connection properties dialog and hardcode the DNS addys of your choice.
02-24-2012 02:57 PM
Hi EG - Any special settings for the SBG6580 to connect the Wireless N Vizio TVs. I get the Wireless connection fine w/ the SBG6580 but it can not resolve the DNS address for the Yahoo Internet Apps. The Vizio connection shows the proper IP Address, Subnet Mask, Default Gateway and DNS Servers when connected to the SBG6580. The Internet Apps just do not connect.
When I put the modem in "bridge" mode and use my DLink wireless N router, the Vizio TV connects and the DNS address resloves fine and I can connect through w/ all the different internet aplications.
Any idea on what's going on w/ the SBG 6580? My work around was to set up a static IP address using the Wireless MAC address from the Vizio TV and in the advanced setting option in the SBG6580 fix the IP address for the Vizio TV device.
Also, the Docsis3.00 speed w/ Firmware 3.1 and 3.3 for the SBG6580 is terriable. I reverted back to my SG5100 Motorola legacy modem with my DLink router. Hopefully the new Firmware upgrade will fix both of these isses (1) speed upload & download and (2) DNS resolution for my VIZIO TV.
02-26-2012 01:29 AM
My firmware was rolled back as well a few days ago. Now instead of frequent disconnects and decent speed...I'm back to less frequent disconnects and horrible speed. It's like choosing between a punch in the gut and a punch in the jaw. Nice work Comcast. Way to regression test your network against your supported devices...
02-26-2012 03:50 AM
Read all 5 pages of this and am replying to everyone's frustration. I am having the problem as well, very noticeable with World of Warcraft and Ventrilo. Within every hour is a disconnect from server, but the thing is my girlfriend is hooked up to the same SB6580 and is NOT disconnecting. I have took some advice from Blizzard and even opened a ticket on this but nothing of help yet. I purchased the SB6580 to get ride of the whole 7$ a month rental as the Surfboard was reported as compatible and supported with Comcast. Now I'm irate after reading this thread. Seeing some people get the 3.3 upgrade and some not...That's just completely ridiculous and shouldn't be taken lightly. "All my problems have been solved thanks for 3.3" While all of us still sitting at 3.1 sit back and muster up more and more hate for Comcast. I pay good money for my internet service and the firmware SHOULD be sent out with your recommended hardware. I will be contacting you tomorrow, and I hope I don't have the problem as some of these people have had waiting 4 months to get a single answer from a higher branch tech.
02-26-2012 01:19 PM
The biggest compatibility issue I saw raised was VOIP which I don't use, there was no reason to roll me back, now I drop every day. I work from home, an unstable internet connection is useless to me, please forward my complaint.
I want a dollar credit for every dropped signal I experience until the firmware is pushed back.
02-26-2012 03:24 PM
Due to the epic incompetence of Comcast employees, I had Motorola RMA my modem about a week ago, and it arrived with the 3.3 firmware. Which, of course, fixes the intermittent resets as everyone here is well aware. Early Saturday morning Comcast DOWNGRADED the firmware to 3.1, causing the issue to recur.
Comcast support personnel deny that the company executes firmware upgrades (well, downgrades...) and claim they have no knowledge of ANY issues with these Motorola modems.
I suggest everyone call the Comcast Office of the President: 215-286-8960 and continue reporting issues to that office until the problems are completely and permanently resolved, and demand billing credits to cover user time and effort to effect a permanent fix. As part of the converation, reference this (and any other) threads documenting these issues.
If Comcast was capable of running an effective operation we would not be paying these astronomic subscription fees.... for barely functional services
02-26-2012 04:00 PM
02-27-2012 05:33 AM
My firmware was rollback from 3.3 to 3.1 and keep getting intermittently drop
Mon Feb 27 02:18:24 2012 Notice (6) TLV-11 - unrecognized OID;CM-MAC=1c:14:48:d2:75:eb;CMTS-MAC=00:01:5c:31:
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sun Feb 26 02:14:48 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:14:48:d2:75:eb;CMTS-MAC=00:01:5
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=1c:14:48:d2:75:eb;CMTS-MAC=00:00:00
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=1c:14:48:d2:75:eb;CMTS-MAC=00:00:00
I think thr reason they rollback to 3.1 was the 3.3 firmware don't have VPN feature that customers needed.
02-27-2012 08:19 AM
this is what i did to get mine to work with either opendns or nortondns. i have been using this for a couple of weeks and work great.
after you login go to basic then to setup. go to wan connection setup and change it from dhcp to Static IP
copy the ip from your wan ip address above to the ip section.
then the ip mask should be 255.255.255.0 then type you default gateway and your dns from opendns hit apply to reboot and it should work.
IP Address this should be same as the ip thats on your wan ip address : example 7184.108.40.206
IP Mask 255.255.255.0
Default Gateway 7220.127.116.11 same as ip but ends in number 1
Primary DNS 18.104.22.168 opendns
Secondary DNS 22.214.171.124 opendns
02-27-2012 11:15 AM
Just read all these pages and have to say, I really feel for you all. Even though I have severe speed fluctuations with my connection, but I'd rather have that than complete disconnects all the time. I do not have the same modem you all are using and at this point am glad I did not purchase it.
I'll keep my fingers crossed fo you all. GOOD LUCK!
02-27-2012 01:41 PM
You might want to consider just not using the Motorola SBG6580, don't torture yourself with something that was not meant to be. . Go to Amazon and take a look at the hundreds of reviews on the SBG6580 that are nothing but problems & more problems. The best combination I have found is a Motorola SB6120 or a SB6121 with a D-Link DIR-655 router. For some reason these two just match up and run great with no problems. My speed is always above 25mps on Comcast with A grade line quality and no interruptions, it is dependable. A lot of my friends are using this combo. The D-Link is very easy to install and very fast. Be sure to check your downstream voltage at http://192.168.100.1/ Motorola modems are very voltage sensitive. The limits are +15DvMb to -15DbMv. Use an attenuator on the modem coax port if the voltage is too high.
02-27-2012 01:47 PM - edited 02-27-2012 01:51 PM
Defcon3 wrote:Be sure to check your downstream voltage at http://192.168.100.1/ Motorola modems are very voltage sensitive. The limits are +15DvMb to -15DbMv. Use an attenuator on the modem coax port if the voltage is too high.
Actually, -7 dB to +7 dB is now the preferred range with -10 dB to +10 dB being the outer limits. Also, the upstream/return power level must be taken in to consideration before the recommendation of using an attenuator pad should be given..
02-27-2012 02:08 PM
What is a good upstream voltage?
Using a 2 way 1ghz splitter and a 6db attenuator my downstream is 9dBmV, 10dBmV, 10dBMV, 10DbMv
My upstream voltage is 52dBmV, 51dBmV, 51dBmV.
02-27-2012 09:31 PM - edited 02-27-2012 09:40 PM
Hello Comcast and Comcast Steve...any info on when the fix would be pushed? Most of us Motorola users that had issues with connectivity are very pleased with performance of the SBG6580 with the latest software. It would help soothe our souls if we knew how long the work with Motorola would take. Being downgraded seems more problematic then living with the latest version and awaiting another fix (should it be necessary).
Reliability in service is what your customers want, with connect times nearly at 100%.
After dealing for months with issues, the last firmware was way better than what it got rolled back to.
It might also help to know what incompatibility issues were experienced with the latest firmware (as I did not see not having VPN to be an issue personally). I cannot believe the daily drops have to return after being updated to the latest and was running 8 days without a problem.
Thanks for reading.
02-28-2012 12:49 AM
02-28-2012 11:51 AM
Hi, recieved a call from Comcast upper tree today telling me the problem was most likely the VoIP. I would advise looking farther into it, I did not and got fed up with it and just returned my SB6580. I'd avoid this untill it gets patched. If you paid a bunch for it and can't return it you really have no choice but to wait for the 3.3 full push or try to work some settings.
02-28-2012 01:49 PM
Just a quick update. So far my modem has enjoyed 100% uptime since the 3.3 push. So far I've not been rolled back but nervous to have a power cycle. Thoroughput is as it should be. I have no complaints since receiving the 3.3 push.
02-28-2012 05:37 PM
Another day, another dropped signal. I just tweeted comcast, last night they responded with in 10 minutes lets see if they can beat that.
Seriously people if everyone tweets @comcastcares with the same hashtag (#adollarformytrouble) we can bug them into fixing this faster or at least into offering us bill credits.
02-29-2012 11:14 AM
02-29-2012 02:58 PM - edited 02-29-2012 03:01 PM
This is crazy customer service and support from Comcast. I too have been having these intermittent drop issues since about last October. After having 3 technicans and a network guy out here testing all my cabling inside and out and certifying that everything was still in range we were still having this same issue.
I saw this board, called in and finally got to a supervisor who had the firmware pushed in on 2/18. 5 days without any issues and then on 2/22 Comcast went out and rolled the firmware back. Problems back again. I have been callling and talking to Comcast til I'm blue in the face only to be told that it's a Motorola problem. That we must suffer these outages until they figure it out. What kind of service is this????
No ETA for resolution.
Problems still happening (2 to 3 times a day)
Told that we have to live with it or WE have to go purchase another modem/gateway at our expense in the interim.
Told that it's only half Comcast's problem and Motorola's is the other half. That the only way we would get an interim fix is if Motorola ponied up half the money in the meantime.
Worthless first line tech support (always trying to tell me that it's a problem with my wireless)
Supervisor's not returning calls
Escalation department wants to know how I got their number????
Have sent Rick Germano a complaint. Thinking of filing a complaint with the FCC and the BBB. 6 months of service issues is ridiculous.
02-29-2012 10:35 PM
After a week of uninterrupted connection, the daily disconnections are back. Do I need to switch to ATT U-Verse to get & keep an internet connection, or what? This has been going on since Thanksgiving. The Woodlands, Texas
©2011 Comcast | Investor Relations | Press Room | Corporate Blog | Privacy Statement | Visitor Agreement | Comcast.com Feedback | Site Map