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Contributor
kajohn10
Posts: 6
Registered: ‎12-03-2011

Intermittent drops - Motorola sbg6580

My first month with internet (July 2011) I had no problems staying connected. Since about the end of Aug till now, the modem randomly loses its connection, and will continually recycle, trying to reconnect, and never does until I unplug it and plug it back in. Again, this happens randomly! Could be after 1 hour, could be after 5 hours, but never longer than 12. I have to power cycle the modem at least 2x a day.

 

Tracert and pings (always under 40ms) are good:

Tracing route to a1526.g.akamai.net [23.3.68.106]
over a maximum of 30 hops:

1 * * * Request timed out.
2 7 ms 7 ms 2 ms te-4-1-ur02.plymouth.mn.minn.comcast.net [68.85.166.181]
3 6 ms 8 ms 8 ms te-2-1-ur01.anoka.mn.minn.comcast.net [68.87.174.54]
4 6 ms 6 ms 15 ms te-8-3-ur02.anoka.mn.minn.comcast.net [68.87.174.58]
5 9 ms 11 ms 11 ms te-0-2-0-7-ar01.roseville.mn.minn.comcast.net [69.139.176.2]
6 20 ms 19 ms 22 ms pos-0-13-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.73]
7 18 ms 17 ms 18 ms pos-1-4-0-0-cr01.chicago.il.ibone.comcast.net [68.86.88.33]
8 35 ms 34 ms 35 ms pos-1-14-0-0-cr01.denver.co.ibone.comcast.net [68.86.85.118]
9 34 ms 36 ms 34 ms xe-1-0-3-0-pe01.910fifteenth.co.ibone.comcast.net [68.86.84.126]
10 31 ms 35 ms 35 ms a23-3-68-106.deploy.akamaitechnologies.com [23.3.68.106]

Trace complete.

 

Power levels are good:

Downstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR

1 Locked QAM256 81 705000000 Hz -5.4 dBmV 38.2 dB

2 Locked QAM256 82 711000000 Hz -5.6 dBmV 37.9 dB

3 Locked QAM256 83 717000000 Hz -6.0 dBmV 37.2 dB

4 Locked QAM256 84 723000000 Hz -5.8 dBmV 38.0 dB

5 Locked QAM256 85 729000000 Hz -5.5 dBmV 38.2 dB

6 Locked QAM256 86 735000000 Hz -5.2 dBmV 37.1 dB

7 Locked QAM256 87 741000000 Hz -5.3 dBmV 37.0 dB

8 Locked QAM256 88 747000000 Hz -5.7 dBmV 36.6 dB

 

Upstream Bonded ChannelsChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower1LockedATDMA25120 Ksym/sec29000000 Hz39.2 dBmV2LockedTDMA15120 Ksym/sec36000000 Hz39.2 dBmV3Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV4Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV

 

Cable comes into the house through a jack and plugs right into the modem. No splitters, no sharing the coax line, I dont have cable service or phone, just the internet service on the line. Lines are in great shape, havent touched or moved them.

 

When the disconnects happen, I get the following 2 messages logged by the modem:

TLV-11 - unrecognized OID

and 

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:1b:d5:fe:8d:4d

 

Havent changed anything on my computers (2 PCs, 2 laptops). So it is not a firewall or AV issue.

 

I called tech support, did a factory reset on the modem/router, he re-provisioned it. Said that he could not push a firmware update...something about my area not having a newer version? How is that possible!?!?!?! This thing is 2 versions out of date! Motorola cant help (so they say).

 

Welcome to any suggestions. I will be getting a Comcast modem on Monday to connect. I will have to "play the game"...but I guarantee that modem will fail too.

 

Thoughts? Bad connection outside somewhere? (numerous other posts here suggest this)

 

But more importantly...Why cant I get a newer firmware from Comcast in the Minneapolis, MN area????????????????

Contributor
kajohn10
Posts: 6
Registered: ‎12-03-2011

Re: Intermittent drops - Motorola sbg6580

Just happened again, except this time modem/router reconnected without requiring me to unplug it and plug it back in. Errors from log:

 

Sat Dec 03 22:29:05 2011    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:1b:d5:fe:8d:4d;CM-QOS=1.1;CM-VER=3.0;   

 

Sat Dec 03 22:28:24 2011    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:1b:d5:fe:8d:4d;CM-QOS=1.1;CM-VER=3.0;   

 

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

Connection Expert
EG
Posts: 41,802
Registered: ‎12-24-2003

Re: Intermittent drops - Motorola sbg6580

The stats as read at the modem level at that moment in time were o/k. But 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 a noise ingress issue in the upstream channel.

Contributor
kajohn10
Posts: 6
Registered: ‎12-03-2011

Re: Intermittent drops - Motorola sbg6580

OK, will give them a call. I think the second person I had talked to yesterday had checked the levels and said it looked fine on their end.

 

 

No drops overnight, had 2 already this morning. Any links to having this happen only when resources are actually using the modem????

 

 

 

Sun Dec 04 10:57:41 2011    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:1b:d5:fe:8d:4d;CM-QOS=1.1;CM-VER=3.0;   

 

Sun Dec 04 10:57:00 2011    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:1b:d5:fe:8d:4d;CM-QOS=1.1;CM-VER=3.0;   

 

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

 

Sun Dec 04 09:35:20 2011    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:1b:d5:fe:8d:4d;CM-QOS=1.1;CM-VER=3.0;   

 

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

Contributor
kajohn10
Posts: 6
Registered: ‎12-03-2011

Re: Intermittent drops - Motorola sbg6580

Have not had a chance to call support, but have had 2 more hard drops, requiring powering off modem and plugging it back in to get a connection. Log is flooded with these:

 

Sun Dec 04 15:13:15 2011    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   

 

Sun Dec 04 15:13:09 2011    Critical (3)   No UCDs Received - Timeout;;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   

 

Sun Dec 04 15:12:49 2011    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 


and more...

 

Sun Dec 04 19:14:15 2011    Critical (3)   No UCDs Received - Timeout;;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   

 

Sun Dec 04 19:13:56 2011    Critical (3)   No UCDs Received - Timeout;;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   

 

Sun Dec 04 19:13:38 2011    Critical (3)   No UCDs Received - Timeout;;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   

 

Sun Dec 04 19:13:19 2011    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=70:7e:43:3e:c7:f4;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 

 

 

New Visitor
kdwilt
Posts: 2
Registered: ‎12-18-2011

Re: Intermittent drops - Motorola sbg6580

This Motorola Surfboard modem (SBG6580) doesn't work consistently - the wireless router drops connections multiple times per day, and connects slowly.  Sometimes re-booting the modem (hard) works, sometimes it doesn't.  I'm typing review -- to warn people considering this modem if they come across this post through a search engine.  

 

The Motorola warranty refers to the "service provider" - seems there is some agreement between Motorola and Comcast to share the responsibility -- and neither is helpful (so far).  

 

Comcast is so far especially pathetic, wasting an hour of my time this morning, transferring my call 4 times, then offering the $130 service contract. They told me they wouldn't ugrage the firmware and wouldn't tell me what they would do if I agreed to the service contract.  They were mostly condescending and rude in their refusal to accept any responsibility, although one Rep did transfer me to a department that she thought could upgrade the firmware.

 

And I noticed this thread is closed to rely - without resolution:  

 

http://forums.comcast.com/t5/Connectivity-and-Modem-Help/SBG6580-How-to-get-firmware-upgrade/td-p/97...

 

So I wrote emails to Comcast & Motorola and inquired about the warranty.  With Motorola I told them my service provider was not honoring it and asked for help - with Comcast I asked for clarification on the terms of the warranty (where it refers to my 'service provider)'.  I'll post replies if I get any and updates here as long as allowed and hope to post a resolution soon.  

Contributor
briansez
Posts: 13
Registered: ‎12-19-2011

Re: Intermittent drops - Motorola sbg6580

I'm having exactly the same issues, with exactly the same symptions.  Need to power-cycle my modem at least once or twice a day.   All the details below:

 

---------------------------------------------------------
Modem signal:

Downstream power & SNR: 7.5 dBmV / 38.0 dB
Upstream power: 40.7 dBmV

---------------------------------------------------------
tracert www.comcast.net

Tracing route to a1526.g.akamai.net [184.84.222.49]
over a maximum of 30 hops:

1 8 ms 9 ms 9 ms 50.131.198.1
2 11 ms 9 ms 9 ms ge-1-2-ur01.scotts.ca.sfba.comcast.net [68.86.24
8.33]
3 11 ms 11 ms 11 ms te-1-9-0-5-ar01.sfsutro.ca.sfba.comcast.net [68.
87.226.206]
4 12 ms 11 ms 11 ms pos-3-2-0-0-cr01.sanjose.ca.ibone.comcast.net [6
8.86.90.153]
5 13 ms 13 ms 11 ms pos-0-0-0-0-pe01.529bryant.ca.ibone.comcast.net
[68.86.86.122]
6 12 ms 13 ms 11 ms a184-84-222-49.deploy.akamaitechnologies.com [18
4.84.222.49]

Trace complete.

---------------------------------------------------------
ping -t www.comcast.net

Pinging a1526.g.akamai.net [184.84.222.49] with 32 bytes of data:

Reply from 184.84.222.49: bytes=32 time=14ms TTL=59
Reply from 184.84.222.49: bytes=32 time=14ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=14ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=13ms TTL=59
Reply from 184.84.222.49: bytes=32 time=13ms TTL=59
Reply from 184.84.222.49: bytes=32 time=13ms TTL=59
Reply from 184.84.222.49: bytes=32 time=27ms TTL=59
Reply from 184.84.222.49: bytes=32 time=13ms TTL=59
Reply from 184.84.222.49: bytes=32 time=14ms TTL=59
Reply from 184.84.222.49: bytes=32 time=11ms TTL=59
Reply from 184.84.222.49: bytes=32 time=13ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=13ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=13ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=15ms TTL=59
Reply from 184.84.222.49: bytes=32 time=14ms TTL=59
Reply from 184.84.222.49: bytes=32 time=11ms TTL=59
Reply from 184.84.222.49: bytes=32 time=13ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=11ms TTL=59
Reply from 184.84.222.49: bytes=32 time=13ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=13ms TTL=59
Reply from 184.84.222.49: bytes=32 time=11ms TTL=59
Reply from 184.84.222.49: bytes=32 time=14ms TTL=59
Reply from 184.84.222.49: bytes=32 time=11ms TTL=59
Reply from 184.84.222.49: bytes=32 time=12ms TTL=59
Reply from 184.84.222.49: bytes=32 time=13ms TTL=59
Reply from 184.84.222.49: bytes=32 time=13ms TTL=59

Ping statistics for 184.84.222.49:
Packets: Sent = 43, Received = 43, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 27ms, Average = 12ms

---------------------------------------------------------
Event Log:

Mon Dec 19 08:53:17 2011 Critical (3) No UCDs Received - Timeout;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:52:57 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:52:40 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:52:39 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:52:29 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:52:06 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:51:56 2011 Critical (3) No UCDs Received - Timeout;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:51:36 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:51:27 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:51:26 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:51:24 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:51:23 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:51:21 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:51:20 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:50:52 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:50:48 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:50:46 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:50:45 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:50:43 2011 Critical (3) No UCDs Received - Timeout;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:50:24 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:50:07 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:50:04 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:49:54 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:49:33 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:49:32 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:49:30 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:49:23 2011 Critical (3) No UCDs Received - Timeout;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:49:03 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:49:02 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:49:02 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:48:55 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:48:54 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:48:53 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:48:52 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:48:50 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:48:49 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:48:46 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:48:46 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:48:18 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:48:14 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:48:12 2011 Critical (3) No UCDs Received - Timeout;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:47:52 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:47:33 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:47:31 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:47:21 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:57 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:51 2011 Critical (3) No UCDs Received - Timeout;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:31 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:29 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:28 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:21 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:20 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:18 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:17 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:15 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:14 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:11 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:46:10 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:45:42 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:45:38 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:45:28 2011 Critical (3) No UCDs Received - Timeout;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:45:09 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:45:07 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:45:06 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:44:48 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:44:46 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:44:36 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:44:26 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:44:17 2011 Critical (3) No UCDs Received - Timeout;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:43:58 2011 Critical (3) No UCDs Received - Timeout;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:43:39 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:43:24 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:43:14 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:43:10 2011 Critical (3) No UCDs Received - Timeout;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:42:51 2011 Critical (3) No UCDs Received - Timeout;;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Dec 19 08:42:29 2011 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:01:5c:23:33:42;CM-QOS=1.1;CM-VER=3.0;
Mon Dec 19 08:42:29 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=3c:75:4a:9d:ff:6e;CMTS-MAC=00:01:5c:23:33:42;CM-QOS=1.1;CM-VER=3.0;

New Visitor
cheezewiz009
Posts: 1
Registered: ‎12-19-2011

Re: Intermittent drops - Motorola sbg6580

I have been having the same issue for over a month with anywhere from 1 to 10 dropouts per evening.

 

I had a motorola 5101 and now have a Ubee D3 modem but this has not solved the issue. Yesterday the third comcast tech came to my house just to tell me everything looked good and it must be a pole issue. A previous tech had updated all of the wiring and splitters in the building just to try to troubeshoot the problem. The tech who came yesterday said she would put in a ticket for a line tech to check out the issue, but of course i called comcast this morning and they have no record of any new appts or tickets. 

 

I was able to reach a higher manager in the phone tree who has scheduled a pole tech to come out on weds to check out the issue... from everything I've read and heard from the techs it seems to be some type of upstream issue going too high i guess? 

 

Are there any key things I should be telling the techs about this issue since they have not been able to see it first hand on their visits? 

 

I will post my logs later this evening. 

New Visitor
kdwilt
Posts: 2
Registered: ‎12-18-2011

Re: Intermittent drops - Motorola sbg6580

Comcast replied and told me I could take a modem we owned to a service center, and one we didn't to the store where we got it.  Am trying now with we_can_help@cable.comcast.com to see if they will honor the warranty or help fix this Motorola Surfboard modem (SBG6580) modem/gateway.....

Contributor
briansez
Posts: 13
Registered: ‎12-19-2011

Re: Intermittent drops - Motorola sbg6580

Please let us know what (if anything) they can do to fix the sbg6580.  Comcast contacted me after I wrote to the we_can_help e-mail, but they said that since I bought my own modem, they couldn't help me upgrade the firmware.

New Visitor
ash477
Posts: 1
Registered: ‎01-07-2012

Re: Intermittent drops - Motorola sbg6580

Same problem - same modem (SBG6580).  The killer is - I checked with Comcast before purchasing it and they said it was on their approved list, that it would work great !  

And here we're all having these dropouts and Comcast doesn't know squat.  I'd upgrade the firmware myself if I knew there was something I should do....

Contributor
briansez
Posts: 13
Registered: ‎12-19-2011

Re: Intermittent drops - Motorola sbg6580

It is so frustrating.  I went a 3 day stretch with no drops over the holidays and got all excited that something was improved in the network, but starting last week, back to the same-old-same-old daily drops.  

 

I too was misled by a Comcast engineer. When he saw my SBG6580 he said I got a really good modem/gateway.

 

If anyone can figure out how to upgrade the firmware, please let us know!

Visitor
McGruff69
Posts: 3
Registered: ‎01-08-2012

Re: Intermittent drops - Motorola sbg6580

I'm getting the same BS from Comcast on the same issue.  I emailed their "we_can_help@cable.comcast.com" (yeah, right!)

 

and the response is below.  I'm apalled Comcast is refusing to make this gateway work when they said it would be supported prior to buying it about 7 months ago.

 

____________________

 

Mr. xxxx,


We do not have contacts for Motorola to assist with customer owned equipment. You may wish to start by going to the company website and looking under the ‘Contact’ Link.

 

Shaun Hogan 

Escalations Executive

 

 

From:
Sent: Saturday, January 07, 2012 6:52 PM
To: Hogan, Shaun
Subject: Re: Your Comcast Inquiry

 

Sounds like the perfect excuse to abandon your customer because they don't rent a modem from you. Please tell me who I can contact at motorola to get the firmware upgrade.



Sent from my iPhone


On Jan 7, 2012, at 12:15 PM, "Hogan, Shaun" <Shaun_Hogan@cable.comcast.com> wrote:

Dear Mr. xxxx,

 

Thank you for contacting our executive office with your concerns.  We value your business and would like the opportunity to address your concerns as quickly as possible.

 

I am sorry for any inconvenience relative to your request to get the firmware update for your gateway. As you know, Comcast does not provide firmware updates for customer owned equipment. Updates are pushed automatically to Comcast equipment and we are neither authorized nor is our network designed to update customer owned equipment. Your sole remedy will be to work with your original equipment manufacturer (OEM).

 

We apologize again, but appreciate your continued patronage and we look forward to continuing to serve your entertainment and communication needs.

 

Sincerely,

 

Shaun Hogan 

Escalations Executive

<image001.jpg>

 

ESL00502752

 

I just got off an unproductive tech support chat session to try and get a periodic disconnect problem fixed, which I have strong reason to believe is because Comcast refuses to upgrade the firmware on my Motorola SBG 6580 wireless gateway.  I know this is a common problem, as it has a long history on the Comcast user forum, see this link: http://forums.comcast.com/t5/Connectivity-and-Modem-Help/SBG6580-How-to-get-firmware-upgrade/td-p/97....  I own the modem.

 

Why won’t Comcast upgrade customer-owned gateways to the most recent firmware provided by the manufacturer?  I tried to get the tech to do it, but was told to contact Motorola because that’s a service Comcast won’t/can’t provide.  From what I can tell, Motorola does not make it available to me as Comcast controls what is installed.  As I understand it, they have released up to at least version 3.3, yet I’m stuck on 3.1.  Having to cycle power every week or so to synch my modem and reconnect service is really annoying and a bunch of cr** when it can probably be resolved by upgrading the firmware!


Contributor
briansez
Posts: 13
Registered: ‎12-19-2011

Re: Intermittent drops - Motorola sbg6580

Both Comcast and Motorola should be ashamed of themselves.  

 

1. Comcast provides no support policy for customer owned equipment that they informally recommend. They should at least have an approved vendors list and support agreements with those vendors. 

 

2. Motorola equally provides no ability to support its own products that it sells independantly. I may be incorrect, but so far, I have not been able to find a technical method to update the device firmware.

Cable Expert
i-am-nerdburg
Posts: 11,036
Registered: ‎06-27-2009

Re: Intermittent drops - Motorola sbg6580

Contributor
briansez
Posts: 13
Registered: ‎12-19-2011

Re: Intermittent drops - Motorola sbg6580


i-am-nerdburg wrote:

Comcast controls the when the firmware is updated.


Yes, and that is exactly the problem. They are not updating the firmware of the SBG6580 even though it is on their list of approved devices. They should agree to update this device.

Contributor
SSubZero
Posts: 18
Registered: ‎12-16-2011

Re: Intermittent drops - Motorola sbg6580

I'm also in the "SBG6580 reboots every day" club.  It started a couple of months ago restarting once a day, now it's creeped into a twice-a-day thing.  It's really becoming an issue as it seems to happen at the worst possible times.

 

This device is unique in it's all-in-one capabilities, and while there's a lot of "JUST GET TWO DEVICES" rumbling, the power and usage situation in my house makes this device the perfect fit.  As mentioned, Comcast has this device on their list of approved devices.  For anyone who thinks I should replace it with two, are you going to buy them for me? Will Comcast?  Yeah, I thought so.

 

Has anyone even figured out if a rumored firmware update will help?  I'd hate to bend over backwards (and forwards) to get an update which doesn't solve the problem. 

 

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=70:7e:43:4f:5a:bb;CMTS-MAC=00:01:5c:33:d0:ce;CM-QOS=1.1;CM-VER=3.0;

 

sigh.

Contributor
wzeallor
Posts: 14
Registered: ‎01-07-2012

Re: Intermittent drops - Motorola sbg6580

I got a good answer from Comcast about this. A Comcast employee from the regional office called me Saturday and today. I was told that it was a device problem that might be fixed by the recent firmware. But that the firmware on our devices can't be updated because Comcast has yet to approve the recent firmware. I was told that that's Comcast's problem in part because the SBG6580 is listed as a compatible device and, right now, it's not compatible.

So, I was given three recommendations:  return it, bridge it, or deal with it and Comcast might eventually approve the updates. The gentleman I spoke with said that he plans to pursue it farther.

I personally don't think they'll yank the compatibility. If more people complain, the more likely it is that Comcast will update. I initiated the discussion with the Comcast employee by emailing We_Can_Help@cable.comcast.com with my signal levels, my account number, and my phone number. I had to be clear that I didn't want another tech. to come and check the lines and that it's Comcast who has to update the firmware and not Motorola.

New Visitor
Mtexter
Posts: 1
Registered: ‎01-12-2012

Re: Intermittent drops - Motorola sbg6580

same modem/router combo (Moto SBG6580), same issue, same time period roughly for me.  The device in question has a really really nice setup, i'm not gonna go buy a new modem AND router, and i'm not gonna rent them from comcast. I own a perfectly good one, it's on the list of approved comcast devices, and there is no reason they shouldnt be able to push a FW upgrade to us poor (and increasingly dissatisfied) customers.  The thing worked tremendously well from when i bought it in July until about late December.  Anyway, here's hoping it's all resolved very soon! I've got gaming to do!

Contributor
Contributor
Posts: 16
Registered: ‎05-11-2008

Re: Intermittent drops - Motorola sbg6580

Having the same problem as well. Had mine for about 2 years. Has worked flawlessley up until two weeks prior to getting DOCSIS 3 service in our area. Now it is totally inconsistent, have to hard reboot at least once a day. No if i call comcast they will say that it need to be replaced. dont no if firmware will fix it but sure would like to see it from either one of these multi-billion dollar companies.

Contributor
briansez
Posts: 13
Registered: ‎12-19-2011

Re: Intermittent drops - Motorola sbg6580

This device is supposed to be DOCIS 3 compatible!  Why did they tell you to replace it?  Try sending a note to we_can_help@cable.comcast.com, include your address and account number.  Maybe if they hear from all of us they will pay attention?  I also sent them a link to this post thread, so they can see all the other complaints.

New Visitor
southnh
Posts: 2
Registered: ‎01-14-2012

Re: Intermittent drops - Motorola sbg6580

Same issue with my SBG6580. Sent an email to the we_can_help address.

Contributor
briansez
Posts: 13
Registered: ‎12-19-2011

Re: Intermittent drops - Motorola sbg6580

I got a response from the we_can_help@cable.comcast.com folks who have "re provisioned" my modem.  I don't know what that means, but that was done about 1.5 days ago.  So far, no need to re-boot.  I'll keep you all posted if that works, so you can ask them to do the same thing.

Contributor
Contributor
Posts: 16
Registered: ‎05-11-2008

Re: Intermittent drops - Motorola sbg6580

Well, after another dropout at 7:00 am this morning, I have sent an email to the help address, although I dont think it will do any good. All my dropouts are usually between 6 and 7 in the a.m. I wonder does comcast send some sort of signal in those time periods. I always have to powecycle the modem and all is well usually for a couple of days. My signal strengths are good and consistnent and no splitters between drop and the gateway.

Contributor
URDRWHO2
Posts: 10
Registered: ‎10-01-2011

Re: Intermittent drops - Motorola sbg6580

I am becoming more and more convinced that Comcast is being a bad actor in all of this. Motorola sends firmware to the ISP and it is up to the ISP to push out the update.  Comcast chooses not to do the updates to customers that don't pay the lease duty to them.

 

I've had a problem with the quasi monoploy that the cable companies enjoy and that they should fall under the category of a utility.  You dare to purchase your own modem and the cable company won't update your firmware. 

 

Motorola can't push the firmware because it must come from the ISP.

 

There are ex-Comcast techs that feel the Moto gateway is a bad piece of equipment.  Maybe they developed that feeling from experience but there is a possibility that the expereince was created at the hands of Comcast's refusal to update firmware.  It was created by the ISP network.

 

IMHO Comcast is silently pushing people to rent the Arris modem, you know the one that has 3 stars.  According to the last SEC quarterly report Comcast is one ot the two top customers of Arris.  So I bet becasue of volume pricing, Comcast is getting those modems at a rock bottom prices and it is in their best interest to get you to lease one of the Arris modems.

 

So to the Moto firmware.  Even if Moto provides the update to Comcast, they (Comcast) refuses to push an update which slightly cripples your modem.

Contributor
briansez
Posts: 13
Registered: ‎12-19-2011

Re: Intermittent drops - Motorola sbg6580

[ Edited ]

Hey everyone, A bit of tentatively good news -- it has now been 4 days since Comcast "re provisioned" my modem and I haven't had a disconnect since.  I hope I'm not jinx-ing it by posting this!  As I posted before, I don't know what it means to be "re-provisioned", so I don't know if they have done anything special to improve the situation in my area or not.  My suggestion at this point is to ask that they do the same for your sbg6580 and let us all know if that worked for you as well.

Visitor
McGruff69
Posts: 3
Registered: ‎01-08-2012

Re: Intermittent drops - Motorola sbg6580

Don't get your hopes up.  They reprovisioned mine on Monday, and I had to cycle power yesterday.  Still the same 3-4 day cycle.  I was supposed to get a call back from Tier 2 motorola tech support, and surprise - no call!  It would seem neither company has any interest in supporting these modems.  I'm seriously considering dumping Comcast and going with Qwest or whoever they are now, even if the performance isn't as good, but I think I'll check what recourse I have with the FCC, BBB and others to apply pressure to Comcast for their failure to provide the support that was supposed to be there when they advertised this as a supported modem.

New Visitor
Luckow
Posts: 3
Registered: ‎01-19-2012

Re: Intermittent drops - Motorola sbg6580

In reading all these comments, I feel like I am home. Same drop out problem. Same SBG6580. Same unhelpful response from Comcast.

Contributor
Contributor
Posts: 16
Registered: ‎05-11-2008

Re: Intermittent drops - Motorola sbg6580

Comcast is supposed to call me tomorrow. They said they have been monitoring the node in my neighborhood and have noticed a problem they think they have corrected. One drop today and one yesterday, so I do not know if they are on the right track. This is a shame this sbg6580 seems to be a great piece of equipment and if Motorola ia released new firmware I can't se for the life of me why Comcast won't let it be sent to all of our problem modems. They would not have created the firmware unless there were problems int the original. Oh well I guess I will put up with it as long as I can since I paid about 139.0 dollars for it.
New Visitor
Luckow
Posts: 3
Registered: ‎01-19-2012

Re: Intermittent drops - Motorola sbg6580

Yeah, thats the first thing they say when you call them. I think its in the script. Please report back if through some miracle you are the one person who got this fixed. But don't get your hopes up. 

Contributor
briansez
Posts: 13
Registered: ‎12-19-2011

Re: Intermittent drops - Motorola sbg6580

Got this communication from Comcast:

 

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

 

From: [CHQ -- We Can Help]
To: Brian Stewart
Sent: Friday, January 20, 2012 8:29 AM
Subject: RE: Connection Issues with Cable Internet



The new firmware is in the works. We are still running some final tests for stability before pushing it out to the masses. It will be done automatically once all the tests are concluded.

 

Comcast Corporate Office

Digital Media Outreach

 

From: Brian Stewart 
Sent: Friday, January 20, 2012 11:27 AM
To: [CHQ -- We Can Help]
Subject: Re: Connection Issues with Cable Internet

 

Approximately 6 days after your re provision, the disconnects have started again.  If you see the forum below, many folks are having problems with this modem, and we need Comcast's help to push Motorolla's firmware upgrade to us

 

 

Thanks,

 

Brian

Official Employee
ComcastSteve
Posts: 384
Registered: ‎09-13-2006

Re: Intermittent drops - Motorola sbg6580

The new firmware is in the final testing phases. Once it's completed, it will be pushed out automatically. No ETA at the moment.

Steve Teow


Connection Expert
EG
Posts: 41,802
Registered: ‎12-24-2003

Re: Intermittent drops - Motorola sbg6580

This is good news. Thanks Steve ! Hopefully this will be the fix for all.

New Visitor
Luckow
Posts: 3
Registered: ‎01-19-2012

Re: Intermittent drops - Motorola sbg6580

It would be interesting to know how long it has been in the "final" testing phase.

 

Its like saying it will be done, "soon". Its kind of meaningless. Someday "soon" there will be an earthquake in California. "Soon" man will use up all Earth's resources. Without a date or a time period specified, "final"doesn't mean anything.

 

Funny thing is, I would have been satisfied if they informed me of the problem with this modem so I didn't have to waste two months researching and dealing with tech support. If they had just said, "Sorry. We've seen this problem before and it appears to be your modem. We don't have a fix at this time." Buying a new modem would have been cheaper than the time I've wasted with this. 

 

Two things are evident:

 

1) If they knew about the problem with this modem, by denying it, they have made us pay for service we are not getting.

 

2) If they didn't know about the problem, why is it that the customers had to figure this out for them. We all have our own jobs. Don't they have a whole department, with people in it, that have the actual job to test these things?

Contributor
Contributor
Posts: 16
Registered: ‎05-11-2008

Re: Intermittent drops - Motorola sbg6580

Well after 4 disconnects in 5days, I am wondering if and when Comcast does push the firmware download will the SBG6580 accept it due to its unstability. Just about everyone uses wireless that has cable internet. Why is it such a technological hurdle to have modem and router built as one unit. These problems should not be happening. Why is everyone on this forum so opposed to gateways as they eleminate more "wires"? What is happening is that any type of noise kicks the SBG6580 offline and it is not able to turn itself back on. That has got to be a software issue rather than hardware design. I think these gateways are a great concept so what am I missing here?

New Visitor
Swen2
Posts: 3
Registered: ‎01-25-2012

Re: Intermittent drops - Motorola sbg6580

I'm also running into this problem. My modem worked flawlessly for over a year, and just started this behavior in December. My questions are:

 

1) How do we know when Comcast decides to "push out a firmware upgrade."?

2) Was there a firmware or some other type of upgrade in December that causes thesei constant failures, and if so, can that upgrade be rolled back until the new release is approved?

 

The reason I ask, is like I say, everything was working fine until one day in December when my son told me his wireless connection was dead (I'm hard-wired to the modem). I soon realized all wireless devices in my house couldn't connect, but since they were also 3G, I guess we didn't notice. When I went in to look at the modem settings to see what was up, all of the Wireless "Allowed" MAC address had been cleaned out. The log files were empty and my Security Settings were set back to the factory defaults. I knew it had to be Comcast, but it would have been nice if they had warned me so I could have backed up my configuration before they did me this "service".

 

I guess that leaves one more question for Comcast. Are there any adults over there we can speak with?

Contributor
nhbragg
Posts: 7
Registered: ‎01-28-2012

Re: Intermittent drops - Motorola sbg6580

Steve,

 

What will customers have to do on their end to make sure the updated firmware goes through?  I'm in the SBG6580 boat too.  Reboots everyday at least once.

 

Standard Specification Compliant DOCSIS 3.0

Hardware Version 1

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

Cable Modem MAC Address 00:23:ee:b7:8d:cb

Cable Modem Serial Number 324369013400821452530006

CM certificate Installed

 

Downstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR 1 Locked QAM256 1 573000000 Hz 6.0 dBmV 39.4 dB 2 Locked QAM256 2 579000000 Hz 6.2 dBmV 39.4 dB 3 Locked QAM256 3 585000000 Hz 6.6 dBmV 39.2 dB 4 Locked QAM256 4 591000000 Hz 6.3 dBmV 39.3 dB 5 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 6 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 8 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB

 

Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 10 5120 Ksym/sec 36400000 Hz 39.0 dBmV 2 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 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

 

Clip from log:

 

 Sat Jan 28 12:27:16 2012       Notice (6)      TLV-11 - unrecognized OID;CM-MAC=00:23:ee:b7:8d:cb;CMTS-MAC=00:01:5c:22:4a:44;CM-QOS=1.1;CM-VER=3.0;
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out  
 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=00:23:ee:b7:8d:cb;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
 Time Not Established      Critical (3)      SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:23:ee:b7:8d:cb;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
 Time Not Established      Critical (3)      SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b7:8d:cb;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
 Time Not Established      Critical (3)      SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b7:8d:cb;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
 Time Not Established      Critical (3)      SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:23:ee:b7:8d:cb;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
 Time Not Established      Critical (3)      SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:23:ee:b7:8d:cb;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
 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=00:23:ee:b7:8d:cb;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
 Time Not Established      Critical (3)      SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:23:ee:b7:8d:cb;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
 Time Not Established      Critical (3)      SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:23:ee:b7:8d:cb;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

 

Just rebooted as I was typing this reply up.

 

Any help is greatly appreciated.

 

Noah

Contributor
Posts: 19
Registered: ‎11-24-2009

Re: Intermittent drops - Motorola sbg6580

[ Edited ]

Same situation here in San Jose, CA.

 

I have a customer owned SBG6580 gatway modem running SBG6580-3.1.0.0-GA-07-180-NOSH.  I have been getting many of the same error messages as posted in this forum Re: Intermittent drops - Motorola sbg6580 in my event log.  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 did contact We_Can_Help@cable.comcast.com and got a phone call w/i 24 hours.  Still they would not update my firmware as it was "customer owned equipment".  She mentioned that before any update is done, a macro is run across their user equipment database to exclude customer owned eqipment service accounts. . . not sure if this is done but my logs show no firmware update(s) on my gateway router since my install in December 2011.

 

Five days ago, I did the router bridge work around on this device using my Dlink DIR-855 wireless N router and the SBG6580 device.  This essentially converts the gateway router device into a dumb cable modem w/ all the router functions controlled by the stand alone Dlink router.  My connection has worked flawlessly with no reboots or loss of connection.  I do still receive "crital" error log events in the SBG6580 event log but they seem to not affect my connection status (ie no auto reboots).

 

I originall bought the Comcast supported SBG6580 gateway all-in-one modem for it's wireless dual band router capability.  When working it was especially good at distributing a solid wireless thru put to all of my wireless devices even better than my stand alone Dlink wireless N router.  I am using a built in dual band Internet 50" Vizio TV, wireless N Tablet and PC's, and a SIP Internet Phone service from Broadvoice connected to a bridged wireless Linksys router.  All of these devices demand QOS wireless services.  Comcast has an excellent network but now must extend their support to the end user devise and/or allow the device manufacturer (ie Google who now owns Motorola) to.

 

If Comcast continues to stay firm on their "No Update" for customer owned equipment policy then it might be time to pursue a Class Action Law Suit stating that they must treat this group of customers the same as their other subscribers w/ leased equipment.  It's possible that the FCC might be interested in reviewing their recent approval of the NBC Comcast merger agreement if this is the way the company plans to treat their paying customers that do not lease their equipment.

 

Even as a long time shareholder of Comcast stock (CMCSA; and owner of AT&T before Comcast), this is no way to treat your customer.  Now that Google owns Motoroloa, perhaps they can push the firmware upgrade through the Comcast Network when a court order is served to Comcast to do so.

 

I say with this attitude by Comcast, we pursue a Class Action against Comcast perhaps with the help of Google to receive these firware updates.  I offered to provide Comcast written approval to update my customer owned equipment as if it were leased.  They provided me no response.

 

EKS - Silicon Valley California

Operating w/ the router/bridge work around.

New Visitor
iamkrisc
Posts: 1
Registered: ‎01-29-2012

Re: Intermittent drops - Motorola sbg6580

I have the Motorola SBG6580 and I have intermittent drops as well.  I hope the update is soon because I'm tired of resetting mine as well.

Visitor
McGruff69
Posts: 3
Registered: ‎01-08-2012

Re: Intermittent drops - Motorola sbg6580

I sent a complaint to the FCC for failing to provide service.  I haven't heard anything back, but perhaps if they hear enough complaints they might take it up with Comcast before a class action suit is necessary.  The online form is at https://esupport.fcc.gov/ccmsforms/form2000.action?form_type=2000B

 

If someone has a lawer wanting to take the time to file a suit, great.

 

Contributor
SSubZero
Posts: 18
Registered: ‎12-16-2011

Re: Intermittent drops - Motorola sbg6580

Hello fellow SBG6580 owners!

 

I wanted to let you know there *may* be light at the end of the tunnel for you.  On Thursday, much to my surprise, I *GOT* the firmware push.

 

SBG6580-3.3.1.0-GA-09-058-NOSH

 

As best I know, my modem has not reset since then.  My VOIP phone my work provided, which never worked before, suddenly started working also.  Now I can.. work.  Umm.. thanks. -.-;    hehe

 

I'm in the California south bay area.

 

-SSZ

Contributor
AK6DN
Posts: 10
Registered: ‎12-05-2011

Re: Intermittent drops - Motorola sbg6580

Well, I'm in the south bay too, and am still suffering with the original flaky 3.1 SBG6580 firmware. Probably because I'm on the 'no fly list' because my box is customer owned, not Comcast leased. :-(

 

After the 10-15 min once or twice daily network outages, I converted my SGB6580 into a dumb modem by enabling bridge mode, and adding a Netgear WNDR4000 wireless router/access point as the router.

 

I notice that the Motorola SGB6580 still flakes out and goes offline/reboots a couple of times per day, but since it is in BRIDGE mode instead of ROUTER mode the reboot only takes about 1min at most, rather than the 10-15min that it takes as a router.

 

I can't see how Motorola would put up with this ... it is their equipment that is getting a bad rap, event tho it is Comcast's network. Motorola should just say screw Comcast, and offer firmware upgrades thru the user port. Comcast refusing to update customer owned equipment firmware, and not allowing customers to update the firmware either, is an unacceptable combination.

Cable Expert
i-am-nerdburg
Posts: 11,036
Registered: ‎06-27-2009

Re: Intermittent drops - Motorola sbg6580


AK6DN wrote: Comcast refusing to update customer owned equipment firmware....

Firmware updates are pushed to every modem on the network, customer-owned or not.

Contributor
Posts: 19
Registered: ‎11-24-2009

Re: Intermittent drops - Motorola sbg6580

I am located in San Jose CA and am still on the current  3.1 version.  My SBG6580 is customer owned.

 (NOTE: I assume my Firmware would be updated even in "bridge" mode . . . I can only assume no update=customer owned equipment)

 

As of 12/30/2012 my Firmware verision status is as follows:

 

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

 

The positive thing is since I have put my gateway into bridge mode, I have noticed few "critical" errors in the event log.

 

This link dated December 12, 2011 provided me a good overview of the SBG6580 problems:

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

 

This was the work around I used to put the SBG6580 into "bridge mode.  I followed all the settings and my connection has been rock solid since:

 

 http://fascinated.fm/post/2379188731/getting-a-motorola-sbg6580-into-bridge-mode-on

 

 

This is the latest error code event in my SNMP Event Log  

Sun Jan 29 18:41:41 2012

TLV-11 - unrecognized OID;CM-MAC=00:25:f2:e6:66:31;CMTS-MAC=00:01:5c:33:74:18;CM-QOS=1.1;CM-VER=3.0; 

 

Good Luck

 

EKS

 

Official Employee
ComcastSteve
Posts: 384
Registered: ‎09-13-2006

Re: Intermittent drops - Motorola sbg6580

Thanks for the feedback.

Steve Teow


Visitor
Tcmll24
Posts: 1
Registered: ‎04-09-2010

Re: Intermittent drops - Motorola sbg6580

As an online gamer this problem stinks and almost impossible to play. When you have a problem with a device you can never find resolution or anyone that knows what the heck the problem is or how to fix. They don't know so Comcast and Motorola gives you the run around. This device is not cheap to just give up on and go buy another type. It is just fustrating all customers want is a fix...now.

Contributor
VMI87
Posts: 19
Registered: ‎01-30-2012

Re: Intermittent drops - Motorola sbg6580

I'm east coast, Central PA area.  Bought the SBG6580 for the same reasons many of you did and I too get the daily disconnect and reboot.  Currently running at SBG6580-3.1.0.0-GA-07-180-NOSH.

 

First email from Comcast support said that they don't do firmware upgrades.  I just responded back (referenced this thread too).  If I do not receive adequate support, I too will file a complaint with the FFC and the state Commonwealth's Attorney via the channels that protect consumers (in PA, it is the Office of the Consumer Advocate).  I have a sister-in-law that deals with corporate law, so I will also ask her what the process is for Comcast customers to initiate a class action suit.

Visitor
squirrel1081
Posts: 1
Registered: ‎01-30-2012

Re: Intermittent drops - Motorola sbg6580

[ Edited ]

Comcast Steve - can you please clear the air? We're getting mixed messages about this firmware update, specifically with who it gets pushed out to once it finishes testing. Will it only be pushed out to those who lease the equipment? Will those who bought the equipment be ignored?

 

If that truly is the case, then that's completely unacceptable and I too would be interested in a class-action lawsuit.

Contributor
VMI87
Posts: 19
Registered: ‎01-30-2012

Re: Intermittent drops - Motorola sbg6580

I sent my response to ecareonline_east@comcast.com, we_can_help@cable.comcast.com, and steve_teow2@cable.comcast.com.  I will likely send an email every day requesting an update or escalation until I get resolution.  I had an issue with my cabling several years ago and refused to accept no for an answer and eventually got to a regional VP that took care of the issue.  I really can't be mad at the techs and engineers at this level.  They are simply following "policy".  If that is indeed the official Comcast policy, I will do everything within my power to (i.e. keep bumping this up the corporate ladder, seek legal action, file complaints with federal and state agencies) until a proper resolution is reached.  The bottom line is that Comcast should never have put the SBG6580 on the approved list if there were known issues with it.  I bought the modem based soley on the premise that Comcast "officially" approved the hardware.  We'll see how Comcast customer service handles this.

Contributor
Contributor
Posts: 16
Registered: ‎05-11-2008

Re: Intermittent drops - Motorola sbg6580

Still have to reset modem every other day. Yesterday, it was still connected but my download speeds were about 40% of what they normally are. I decided to reset modem and afterwards my download speeds were back to normal. My upload speeds remained the same throughout. I hope that Comcast and or Motorola will resolve this problem soon. Very frustrating