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Contributor
persesthagreek
Posts: 23
Registered: ‎06-06-2011

Re: Intermittent drops - Motorola sbg6580

Yes, I own my modem.

Contributor
Dragmawanderer
Posts: 24
Registered: ‎02-12-2012

Re: Intermittent drops - Motorola sbg6580

[ Edited ]

Drop number 2:

 

 

 

Fri Feb 17 08:52:52 2012    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.1;CM-VER=3.0;   

Time Not Established   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.0;CM-VER=3.0; 

 

If this is the fix,  I would rather have the old back,  it is now offically worse then before.  I will be contacting Comcast to give them my 2 cents when I have some time.  (Tonight).

 

Forgot to add,  I do own my own modem.  I think this model is only customer owned.

Contributor
Gary_Williams
Posts: 6
Registered: ‎02-17-2012

Re: Intermittent drops - Motorola sbg6580

I started having the Comcast modem disconnects around Thanksgiving. I bought the sbg6580 in June 2011 from Amazon and it worked flawlessly. Phone calls to Comcast - unhelpful. Trip to local service center - I'll never go back there - totally unknowledgeable, argumentative over whether the modem was DocSys 3.0 compatible, refusing to confirm for themselves or believe me. Technician came, checked the line, says all readings ideal. Recommended I call his supervisor to escalate the issue. I'm considering ATT U-Verse as an alternative.

Contributor
YUENLEE2371
Posts: 7
Registered: ‎02-17-2012

Re: Intermittent drops - Motorola sbg6580

I have the same problem, I recently brought the Motorola SBG6580 modem with 3.1 firmware to replace the Comcast rental modem, my speed down to 1.xMbps and I suppose have 30Mbps with my Blast service, my connection keep drop intermittently, I keep use a toothpick to reset my modem every day, and finally my firmware was updated from 3.1 to 3.3, my speed up to 34Mbps and no more connection drop so far.

 

 

 

Contributor
donf99
Posts: 17
Registered: ‎12-29-2011

Re: Intermittent drops - Motorola sbg6580

I reset my SBG6580 and received the 3.3.1 download! I never had connectivity issues with the old firmware, so cannot comment on improvements there. I disabled SIP ALG in the advanced tab and my troublesome VOIP ATA now registers correctly! The DynDNS updater now works with the firewall enabled! I'm a happy camper!
Contributor
Posts: 6
Registered: ‎01-10-2010

Re: Intermittent drops - Motorola sbg6580

I've had the issue w/Intermittent drops - Motorola sbg6580 since around thanksgiving after almost a year of no problems. I checked today and have received the 3.3 FW push overnight, will monitor for further drops.

 

C Coyote

Contributor
dbottoms
Posts: 18
Registered: ‎02-12-2012

Re: Intermittent drops - Motorola sbg6580

@Dragmawanderer -- Besure you completely power cycle your modem by unplugging it at least 1 minute or more.  Then double check your software version.  If you got the update and you're still having intermittent disconnects there may still be a problem with the signal on your line and you should report it to Comcast so they can roll a truck to your neighborhood.  I've seen other reports related to signal problems that have improved the signal.

 

The key is even after you receive the software update, you must still power cycle your modem for at least 1 minute.

Connection Expert
EG
Posts: 42,181
Registered: ‎12-24-2003

Re: Intermittent drops - Motorola sbg6580

It may actually need to be reset with the recessed button on the rear while powered on. Be advised that if this is done, any custom settings and the wireless security features will need to be re-configured from scratch.

New Visitor
FlyingDoctor
Posts: 2
Registered: ‎02-02-2012

Re: Intermittent drops - Motorola sbg6580

Just got mine.  Connecticut.

 

Now we wait a few days to see if it improves.

Contributor
donf99
Posts: 17
Registered: ‎12-29-2011

Re: Intermittent drops - Motorola sbg6580

Has anyone noticed that Motorola removed the gateway-level option to set up a VPN connection in firmware 3.3.1? Too bad they chose to remove a useful feature, rather than fix it...

Contributor
chadsittner
Posts: 5
Registered: ‎02-13-2012

Re: Intermittent drops - Motorola sbg6580

Surprise, Surprise. My owned gateway rebooted twice today in the middle of the day. After the second reboot I checked and what do you know, I now have the new firmware. Will just have to wait and see what happens but I am glad I got it. I wonder if Comcast is pushing to those that complain.

Connection Expert
EG
Posts: 42,181
Registered: ‎12-24-2003

Re: Intermittent drops - Motorola sbg6580

Glad that you got it but nope, the CMTS at the headend doesn't know who you are.

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

Re: Intermittent drops - Motorola sbg6580

Just got my update as well.  Santa Cruz, CA area.   I'll let you know how it goes.....

Contributor
Dragmawanderer
Posts: 24
Registered: ‎02-12-2012

Re: Intermittent drops - Motorola sbg6580

[ Edited ]

Well still no good info from me,  I have been haveing terible times with this since the firmware update:  was knocked off a few times last night and this morning I came to no connection right off the bat.

 

Here are the settings I had before I did my last modem reboot,  but after I did the reset using the resesed button on the back:

 

Sat Feb 18 06:53:48 2012 Notice (6) TLV-11 - unrecognized OID;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.1;CM-VER=3.0;

Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.0;CM-VER=3.0;

 

Sat Feb 18 03:21:57 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.1;CM-VER=3.0;

 

 

Here are my Modem settings:

 

Information
Standard Specification Compliant DOCSIS 3.0
Hardware Version 1
Software Version SBG6580-3.3.1.0-GA-09-058-NOSH
Cable Modem MAC Address **:**:**:**:**:**
Cable Modem Serial Number XXXX69119606341859530006
CM certificate Installed

 

Status

 

System Up Time 0 days 00h:07m:40s
Network Access Allowed
Cable Modem IP Address ---.---.---.---

 

 

and my Connection:

 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File
Security Enabled BPI+

 

Downstream Bonded Channels

 

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 1 603000000 Hz 7.2 dBmV 39.8 dB 0 0
2 Locked QAM256 2 609000000 Hz 7.0 dBmV 39.8 dB 0 0
3 Locked QAM256 3 615000000 Hz 7.2 dBmV 39.6 dB 0 0
4 Locked QAM256 4 621000000 Hz 7.0 dBmV 39.8 dB 0 0
5 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
6 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
8 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

 

Upstream Bonded Channels

 

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 8 5120 Ksym/sec 32000000 Hz 42.5 dBmV
2 Locked TDMA 7 5120 Ksym/sec 37000000 Hz 42.5 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


Current System Time: Sat Feb 18 07:01:32 2012

 

I had contacted Comcast Tech support but all I got was an update to my record and a reboot of the modem on their end.

Contributor
Dragmawanderer
Posts: 24
Registered: ‎02-12-2012

Re: Intermittent drops - Motorola sbg6580

And once again I went down.  here are the latest logs:

 

Sat Feb 18 07:42:24 2012    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.1;CM-VER=3.0;   

 

Time Not Established   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.0;CM-VER=3.0; 

 

Sat Feb 18 03:21:57 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.1;CM-VER=3.0; 

 

Could it be that some how the firmware was interupted?

Contributor
Dragmawanderer
Posts: 24
Registered: ‎02-12-2012

Re: Intermittent drops - Motorola sbg6580

Another drop:

 

Log shows as 

Sat Feb 18 08:52:01 2012    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.1;CM-VER=3.0;   

 

Time Not Established   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.0;CM-VER=3.0;   

 

Sat Feb 18 03:21:57 2012    Critical (3) 

 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.1;CM-VER=3.0; 

 

 

Looks like the 8:52:01 is when I rebooted the modem.  Seems like I am now going down about every hour now.  Boy the firmware certanally fixed things for me.

New Visitor
nmch-Kaoss
Posts: 1
Registered: ‎02-18-2012

Re: Intermittent drops - Motorola sbg6580

[ Edited ]

Same to all of the above; Central Illinois; owned modem.

 

Got the new 3.3.1 firmware (SBG6580-3.3.1.0-GA-09-058-NOSH).  Haven't contacted support to get the  'Upstream Receive Power Level' and the 'Upstream uSNR' values yet.  Still getting very frequent drops.  I've done multiple factory resets, some of which work to put a bandaid on the problem, some of which do not.  I have definitely done multiple power cycles lasting a few minutes.

 

 

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 Locked QAM256 1 651000000 Hz 8.1 dBmV 39.0 dB 0 0

2 Locked QAM256 2 657000000 Hz 7.9 dBmV 38.8 dB 0 0

3 Locked QAM256 3 663000000 Hz 7.5 dBmV 38.8 dB 0 0

4 Locked QAM256 4 669000000 Hz 7.5 dBmV 39.0 dB 0 0

5 Locked QAM256 5 675000000 Hz 6.9 dBmV 38.7 dB 0 0

6 Locked QAM256 6 681000000 Hz 7.1 dBmV 38.7 dB 0 0

7 Locked QAM256 7 687000000 Hz 6.8 dBmV 38.7 dB 0 0

8 Locked QAM256 8 693000000 Hz 6.4 dBmV 38.7 dB 0 0

 

 

 

Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 Locked ATDMA 8 5120 Ksym/sec 29500000 Hz 45.0 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

 

 

 

Fri Feb 17 21:50:55 2012  Notice (6) TLV-11 - unrecognized OID;CM-MAC=70:7e:43:3e:e1:02;CMTS-MAC=00:01:5c:24:bc:c8;CM-QOS=1.1;CM-VER=3.0;

 

Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=70:7e:43:3e:e1:02;CMTS-MAC=00:01:5c:24:bc:c8;CM-QOS=1.0;CM-VER=3.0;

 

Fri Feb 17 21:47:29 2012  Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=70:7e:43:3e:e1:02;CMTS-MAC=00:01:5c:24:bc:c8;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) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=70:7e:43:3e:e1:02;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

 

New Visitor
Dragma
Posts: 3
Registered: ‎02-11-2012

Re: Intermittent drops - Motorola sbg6580

I am at work so cannot post anything about the modem,  but my Wife tells me we went down again.

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

Re: Intermittent drops - Motorola sbg6580

unplugged modem last night to do hard reset. after about ten minutes, I had 3.3. So far everything rock solid. But I will add I had Comcast service man out last week and he found a cut in my coax at the pole. repaired that and have been 6 days with only one reset prior to last night when I did the reset. keeping my fingers crossed
New Visitor
Dragma
Posts: 3
Registered: ‎02-11-2012

Re: Intermittent drops - Motorola sbg6580

And my wife tells me we went down again,  BTW seems due to a glitch I am posting as either Dragma, or Dragmawanderer.

Contributor
Posts: 19
Registered: ‎11-24-2009

Re: Intermittent drops - Motorola sbg6580

 

Re-installed SBG 6580 AFTER factory Reset -  Received following error code(s)

 

 Sat Feb 18 12:30:52 2012   Error (4)  SW upgrade Failed before download -TFTP Max Retry Exceeded 
 Sat Feb 18 12:29:05 2012   Notice (6)  SW Download INIT - Via Config file d11_m_sbg6580_silver_c01.cm

 

 

Seems like the software tried to load but failed. Will do a power reset to see if the firmware is pushed.  If not will leave connected to see if firmware is pushed over night.

 

EKS

Contributor
wesiya
Posts: 5
Registered: ‎02-18-2012

Re: Intermittent drops - Motorola sbg6580

 

FWIW, I have this version (SBG6580-3.3.1.0-GA-09-058-NOSH), don't know when I got it, but I have only had this modem since the end of January.  I just started having disconnect problems about 2-3 days ago, and it is dropping out every 20-30 minutes, for about that length of time.  I don't know how many times I have seen that stupid Easy Solve software come up and let me know that I don't have internet connectivity...


I am in the Denver area, and own my own modem becuase I didn't want to spend the $7 a month "rental" fee.

And it took me about 30 minutes to reply to this since the modem lost the connection while I was typing...  


Wesiya

 

Contributor
Dragmawanderer
Posts: 24
Registered: ‎02-12-2012

Re: Intermittent drops - Motorola sbg6580

I am in Denver as well,  was trying to get assistance when my conection was down and they transfered me to their new Signiture support,  the rep did not even go into any trubleshooting just wanted to upsell me on one of the packages.  Still on hold after calling back and my connection came back up.  No events in the log.  

 

Grr.......

 

I am seriously considering on going back to DSL if this is not able to get resolved soon.

Contributor
Dragmawanderer
Posts: 24
Registered: ‎02-12-2012

Re: Intermittent drops - Motorola sbg6580

Ok,  so I got ahold of a rep that actuattly knew what they were doing.  apparently the boot file had not fuully installed.

 

Well we shall see if this fixes things.

New Visitor
Nick_in_Denver
Posts: 1
Registered: ‎02-18-2012

Re: Intermittent drops - Motorola sbg6580

In Denver as well...the drops were bare-able until about 4 days ago. I called Tech support earlier, they pushed the update to me...it helped for about 10 minutes, and now it's worse. The Modem resets every 5 minutes and I wish I was kidding. Just making this post is a huge task. 

 

Wireless and ethernet drops. 

 


Contributor
Posts: 19
Registered: ‎11-24-2009

Re: Intermittent drops - Motorola sbg6580

I "Bridged" my SBG6580 to my DLink-Dir655 wireless N router'  The gateway/modem was still having DNS resolution problems even after I did a factory reset/restart.  My VISIO 48" Internet ready wireless TV is able to connect but I am not able to synq and resolve the DNS address.  When in "bridged" mode everything works fine but I still am getting very low download speeds under Dosis 3.0.  Part of this may be due to the SBG6580 old firmware ver 3.1, so I am leaving the modem connected and hope to receive the update 3.3 this evening/morning.

 

These are the speed test results for (1) Dosis 2.0 modem SB5100 and (2) Dosis 3.0 SBG6580

 

Dosis 2.0 w/ SB5100 modem connected to DLink-Dir655 Wireless N router

Test Type: Application Speed
Location: USA: San Jose, California
Download Speed: 20484 kbps
Upload Speed: 4171 kbps
Speed Consistency: 77 %
Round Trip Time: 26 ms
Max Delay: 23 ms
Average Delay: 1 ms
Bandwidth: 21164 kbps
Forced Idle: 7 %
Route Concurrency: 1

 

 

Dosis 3.0 SBG6580 modem "bridged to DLink Wireless N router

Test Type: Application Speed
Location: USA: San Jose, California
Download Speed: 15152 kbps
Upload Speed: 441 kbps
Speed Consistency: 57 %
Round Trip Time: 30 ms
Max Delay: 407 ms
Average Delay: 1 ms
Bandwidth: 22156 kbps
Max Route Speed: 17476 kbps
Forced Idle: 25 %
Route Concurrency: 1.5

 

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

 

To take the modem out of "Bridged" mode, I believe I must do the 30 second reset button hold & power off then power on trick.  I don't believe this will erase any over night firware upload but I will only be able to tell once I look at the log report.   

 

Is anybody else experiencing the upload speed decrease in  Dos 3.0?  I believe the modem when in "bridged" mode is using all of the factory default settings.  Perhaps the new firmware has a new set of "optimized" default settings.

 

The Dos3.0 seems to have a much higher forced idle setting, almost 3.5x that of the Dos2.0.  Again, it may be something in the firmware 3.1 version.  Both modems are using the same home line w/ the test done w/i five minutes of each other.

 

My SBG6580 (runs under Dos3.0) & SB5100 (runs using Dosis2.0) Motorola modems are customer owned.

 

EKS

 

 

New Visitor
mdgp52
Posts: 4
Registered: ‎02-18-2012

Re: Intermittent drops - Motorola sbg6580

Standard Specification CompliantDOCSIS 3.0

Hardware Version1 Software VersionSBG6580-3.3.1.0-GA-09-058-NOSH

Cable Modem MAC Addressa4:7.....

Cable Modem Serial Number324.......

CM certificate - Installed

System Up Time0 days 04h:01m:08s

Network Access   Allowed

Cable Modem IP Address ------------

 

So I've got the new FW upgrade but I'm still having the same drop/loss of connection.  It goes in and out, on and off without any warning at all. 

 

Called Comcast and Motorola, on the phone for a combined 3 hours to no avail.  Both said it was the other's problem. 

 

My concern is that I've got no Cable Modem IP Adress.  The comcast guy said the system was dynamic and I wouldn't have one anyway because it would always be changing, while the motorola guy that was probably the main reason I was having problems.  So after telling that very thing to the comcast tech, he gave me said explanation. 

 

Tonight only it's been in and out of signal at least 7 times.  Comcast said they're sending a tech out this week to check it out. 

 

Any suggestions, I'm considering bridging and seeing how that works.  I've got an old netgear G router that I'd rather not use since the surfboard is N rated. I've also tried unchecking IP Flood Detection to also, nothing. 

 

What ya think?

Contributor
Dragmawanderer
Posts: 24
Registered: ‎02-12-2012

Re: Intermittent drops - Motorola sbg6580

@ mdgp52,  login as root with PW motorola and the IP add will display.

 

Well, after the last tech I had it seems better, as in I don't have to manually powercycle the modem,  it now does it by its self.  every 10 or 20 mins.

 

Which blows if I need to do something long term.  

 

Comcast,  seems the Denver area is having some major problems 3 of us so fatr having nearly the same probs.

 

Get your act together or you may be loosing subscribers.

New Visitor
mdgp52
Posts: 4
Registered: ‎02-18-2012

Re: Intermittent drops - Motorola sbg6580

Also in denver here and still the same problems.  It started happening about a week ago mostly.  Hopefully it gets better. 

 

Did the root login etc and found the ip address there.  Not sure how that helps really other that being able to see it.  So who knows.

Contributor
Dragmawanderer
Posts: 24
Registered: ‎02-12-2012

Re: Intermittent drops - Motorola sbg6580

and incase anyone is intrested here is the current log file:

 

 Sat Feb 18 22:24:54 2012    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.1;CM-VER=3.0;   

Time Not Established   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC=1c:14:48:b1:e6:b5;CMTS-MAC=00:01:5c:3d:26:43;CM-QOS=1.0;CM-VER=3.0;   

Sat Feb 18 22:24:07 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   

Sat Feb 18 22:03:58 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 

 Sat Feb 18 21:53:52 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   

Sat Feb 18 21:43:48 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 

 Sat Feb 18 21:23:41 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   

Sat Feb 18 21:03:33 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   

Sat Feb 18 20:53:28 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   

Sat Feb 18 20:43:23 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow

 

Am I correct in assuming that the Resetting the cable modem due to docsDevResetNow is due to Comcast resetting the modem,  I am thinking this since the first time I saw it was wen the tech did just that.

Contributor
thedude2u
Posts: 10
Registered: ‎02-16-2012

Re: Intermittent drops - Motorola sbg6580

Nice.  This is even worse after the 3.3.1 update.  I'm getting resets every 5-10 minutes now.  I can barely get this posting typed without a cutout.  They better fix this soon or I'm done.  I have wasted way too much time troubleshooting.

 

Located near Ann Arbor Michigan.

 

 

 

New Visitor
CGilson11
Posts: 1
Registered: ‎02-19-2012

Re: Intermittent drops - Motorola sbg6580

Ditto. My connection was, for the most part, working fine until middle of last week, and suddenly it's dropping off again every 10-20 minutes. I chose Comcast because it was the only service in the area that offered anything close to the speeds I was looking for, but I'd rather have a slow, reliable connection than deal with this.

Contributor
thedude2u
Posts: 10
Registered: ‎02-16-2012

Re: Intermittent drops - Motorola sbg6580

A Verizon 4G Mifi is looking reaaaaaaaly good right now.  Yet another disconnect a few minutes ago.  Here is the log.  I've tried bridged mode and traditional gateway/router mode.  Both suffer the same disconnects...

 



 Sun Feb 19 01:34:14 2012  	 Notice (6) 	 TLV-11 - unrecognized OID;CM-MAC=e4:83:99:69:e3:a0;CMTS-MAC=00:01:5c:22:5a:01;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established 	 Warning (5) 	 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=e4:83:99:69:e3:a0;CMTS-MAC=00:01:5c:22:5a:01;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=e4:83:99:69:e3:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 

 

Contributor
wesiya
Posts: 5
Registered: ‎02-18-2012

Re: Intermittent drops - Motorola sbg6580

So I wound up getting a different cable modem today since it hasn't been 30 days since I bought the SBG6580. 

 

  While I was trying to get the new modem up and running, the tech I was talking to said that the SBG6580 was labled as DOCSIS 2.0 instead of DOCSIS 3.0.  I wonder if that is the problem with all of the SBG6580 issues...  Food for thought...

 

Wesiya

 

 

Contributor
thedude2u
Posts: 10
Registered: ‎02-16-2012

Re: Intermittent drops - Motorola sbg6580

Here are my signal levels.  I'm sure if I call they will say everything is "fine". 

 

 

Downstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 1 555000000 Hz 1.4 dBmV 40.3 dB 0 0 2 Locked QAM256 2 561000000 Hz 1.5 dBmV 40.6 dB 0 0 3 Locked QAM256 3 567000000 Hz 1.6 dBmV 40.3 dB 0 0 4 Locked QAM256 4 573000000 Hz 1.5 dBmV 40.8 dB 0 0 5 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 6 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 8 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

 

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 1 5120 Ksym/sec 23600000 Hz 39.5 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

Contributor
Dragmawanderer
Posts: 24
Registered: ‎02-12-2012

Re: Intermittent drops - Motorola sbg6580

so after the last log I posted it seems the modem finally calmed down and we only have had instances of no internet without a corsponding log event,  Looked at all the cable I could (some is underground and in the electrical access pannel so could not look at that)  and made sure everything was tight,  we shall see what happens.

Contributor
chadsittner
Posts: 5
Registered: ‎02-13-2012

Re: Intermittent drops - Motorola sbg6580

Well, San Jose CA got the push 48 hours ago and since then not a single issue. No drops, not slow. It's been working perfectly. We will see but so far I am loving it.

New Visitor
jybphoto
Posts: 1
Registered: ‎02-19-2012

Re: Intermittent drops - Motorola sbg6580

[ Edited ]

Another one in Denver, started happening about a week ago.  I've only had my service for a month and up until a week ago it was pretty solid.  I could actually use it, until this week. Now I loose my connection every 10-20min.

 

What is the software version that is being pushed?

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

Re: Intermittent drops - Motorola sbg6580

Two days since my upgrade. No drops at all, and no issues with my connection speed.

Contributor
thedude2u
Posts: 10
Registered: ‎02-16-2012

Re: Intermittent drops - Motorola sbg6580

New day...more connection drops. Had to reboot modem twice in an hour. Been on the phone with AT&T this morning trying to find out if U-Verse is available in Ypsilanti Michigan.
Contributor
Posts: 19
Registered: ‎11-24-2009

Re: Intermittent drops - Motorola sbg6580

[ Edited ]

Good News - My SBG6580 received the Firware Upgrade 3.3 when in "bridge" mode last night.  Did a hard reset (30 sec), then power off and power on.  Connected modem directly w/o bridge set up.  Good connection so far w/o line drops.

 

I am getting some funny reading on Line 4 & Line 5 of my downstream Channels

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM2561717000000 Hz-10.0 dBmV35.1 dB00
2LockedQAM2562723000000 Hz-10.7 dBmV34.9 dB00
3LockedQAM2563729000000 Hz-10.8 dBmV34.5 dB00
4LockedQAM2564735000000 Hz-11.4 dBmV33.2 dB6287934
5LockedQAM2565741000000 Hz-11.6 dBmV31.7 dB49439134709802
6LockedQAM2566747000000 Hz-12.1 dBmV33.5 dB00
7LockedQAM2567753000000 Hz-12.0 dBmV33.7 dB00
8LockedQAM2568759000000 Hz-12.3 dBmV33.2 dB00

 

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA115120 Ksym/sec30600000 Hz48.0 dBmV
2LockedTDMA105120 Ksym/sec25300000 Hz48.0 dBmV
3LockedATDMA125120 Ksym/sec37000000 Hz48.0 dBmV
4Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV


Log error events:

 

Sun Feb 19 11:31:15 2012  Critical (3)  Started Unicast Maintenance Ranging - No Response received -
 Sun Feb 19 11:29:27 2012  Critical (3)          UCD invalid or channel unusable
Sun Feb 19 11:29:18 2012   Error (4)  DBC-ACK not received
  
 Sun Feb 19 10:33:38 2012   Notice (6)  TLV-11 - unrecognized OID

 

 Will test for 24 hours.  So far no disconnects and/or line drops.  I may reset the modem to see if Channel(s) 4 & 5 get a better lock.

 

My wireless Vizo TV still can not resolve the DNS address from the new default settings in SBG6580 gateway.  I am working on a work around using my DLink-Dir655 router w/o having to bridge the SBG6580.

 

The solution may be as simple as a new DHCP range and/or static IP address set in the Vizio TV.  Each device has their own DHCP server that may be in conflict.

 

The key will be to monitor (1) line drops, (2) modem speeds and (3) eventually tweek the Wireless DHCP settings.  

 

Note: Before the upgrade Firmware install, my modem was very slow (even in bridge mode) that I hade to go back using my legacy SG5100 Motorola modem.  

 

Will report working status after a few days to see if the Firmware resolved both the connection and speed issues.

 

EKS located in San Jose, CA

 

Customer owned of SBG6580 gateway modem (Firmware upgrade 3.3)

Customer owned SG5100 legacy modem

DLink-Dir655 router

Dlink-Dir855 router - used as wireless bridge (upgraded w/ dd-wrt firmware dd-wrt)

Linksys wrt54gt - used as wireless bridge (upgraded w/ dd-wrt firmware)

New Visitor
connect100
Posts: 1
Registered: ‎02-19-2012

Re: Intermittent drops - Motorola sbg6580

I just received the update yesterday, but now it's worse for me! I had some problems with this modem at first, but then I figured out how to get the settings right, and haven't had any problems since. Then yesterday, my internet was down and I noticed the change. That's when my problems started. I have been dropping signal approximately every 45 minutes to an hour. So very frustrating, as I am a college student trying to study, and the internet is often needed to get the information that I need. I have done everything from power cylcling it, to using the reset button, with no results. 

 

I contacted Comcast, and I was told that I could try borrowing one of their modems from the local service center. Then, I could use it for awhile to see if I have the same problem. If it fixes the problem, we know it's the router and I could maybe get it warrantied. He didn't try to help any further, he said it was working finfrom his end. 

 

I'm so frustrated, as I cannot afford to buy another modem, but I also cannot afford to be without internet either. 

 

I am considering trying the bridged mode with another router I have. Has anyone had luck with this? Any other suggestions would be greatly appreciated?

Contributor
aptsonic
Posts: 9
Registered: ‎02-14-2012

Re: Intermittent drops - Motorola sbg6580

Got the 3.3.1.0 update for two days now, didn't even notice it had been pushed until I realized I hadn't had to reset the modem in a while. All good here so far.

Contributor
foo_manchu
Posts: 21
Registered: ‎02-19-2012

Re: Intermittent drops - Motorola sbg6580

Hey, I pretty much registered just to reply to this thread since I was having an SBG6580 nightmare of my own and it looks like it's finally solved now that a new line (temporary) was run above ground from the green box across the street to my house.

 

Background:

 

My old DOCSIS 2 SB5101 was working fine and it wasn't until "upgrading" to the SBG6580 and going to the Blast! plan that I started to have trouble.

 

I was getting the same events in my event log you guys were getting (unrecognized OID, lots of docsDevResetNow resets, etc.) since I installed the new modem and things finally came to a boil this past Friday when the modem reset 10-12 times in about 6 hours, and I was getting 10,000 "correctables" per second on QAM256 downstream channel 4.  After a week of complaining and attempting to fix this problem in a variety of other ways (including a modem swap), I finally got a tech out to look at the connection leading up to my house, which he found was cut, and replaced with a temporary extension running across the street.

 

To Comcast's credit:

* Most of the techs I talked to on the phone were on their game and were helpful, knowledgeable, and sympathetic.

* After things got really bad, I was only about 36 hours away from a tech coming out to look at physical signaling problems, and he came out on a Sunday (today).

* My problems were intermittent, and while I was getting 10,000 errors per second all Friday night, by late Saturday this had subsided to 100-1000 errors per second, without any equipment/cable changes -- so I understand why it wasn't easy to pinpoint where the problem was.

 

Things Comcast should work on:

* By Friday night I had already talked to Comcast 4 times during the week.  Early in the week (Mon? Tue?) a tech noted my SNR and power levels on all downstream channels was out of whack -- in the "yellow" -- and that if I had ongoing issues after swapping modems, they would definitely send someone out to look at my physical lines.  Maybe I should have complained a bit more during the week, but I've been a Comcast customer forever, and it probably would have been a lot less expensive and aggravating for both me and Comcast if they just sent a guy in a van by during the week to peek at my signal coming in to the house for 15 minutes, since there was an obvious issue with my signal.

* My firmware was "automatically" upgraded to 3.3 from 3.1 after I complained for the 4th time on Friday.  Maybe there is an automated firmware upgrade process SOMEWHERE, but I was literally watching my event log and firmware revision level while talking to the tech on Friday night and watched it reset and upgrade to 3.3.  It was pretty clear what happened, but subsequent Comcast techs insisted that the upgrade process was automatic, and there was nothing they could do to upgrade or downgrade the firmware.  That was a bit infuriating because I saw it upgrade while talking to a tech and THINGS GOT WORSE after 3.3 and I WANTED TO GO BACK TO 3.1 AT THE TIME.

* After 3.3, instead of just having intermittent signal issues, the modem reset itself (I presume to try to solve the signal issue).  This made my situation worse, because instead of a download or streaming video pausing for 5-10 seconds, it would pause for 30+ seconds while the modem rebooted, and things were no better after the boot.

* After 3.3, something changed with WMM (wifi multimedia).  I was getting 35mbps on speedtest.net through wifi on my laptop pre 3.3, and after 3.3 I was only getting 0.5mpbs.  After disabling WMM, my speedtest.net immediately jumped to 27mbps on wifi, and remains at 35mbps on wired.  I'm not gonna complain much about 8mbps on wifi when most of my PCs are wired and still getting full throughput, but something definitely changed for the worse with 3.3.  I asked at least 6 times if something could be wrong with my config that made my laptop throughput go from 35mbps to 0.5mbps after 3.3 and each time, I was essentially told politely that someone's coming out to look at the physical problem on Sunday and they think that's where my issues are.

 

Bottom line, mine was a physical signalling issue that only became apparent after going to DOCSIS 3.  The firmware 3.3 upgrade may have resolved issues I didn't know I was having, but it caused at least 2 issues I *did* know I was having (more frequent reboots and WMM issues).  A little more honesty about the firmware 3.3 upgrade process as well as some knowledge on how to roll back to 3.1 would have served Comcast well here... along with simply sending someone out early in the week when you could see my SNR and power levels were off.

 

Hopefully nobody trips over or breaks my temporary extension cord to the internet as it is running a solid 50 feet above ground and across the street until they can get a crew out here to run a permanent below ground solution.

Contributor
Posts: 15
Registered: ‎05-09-2009

Re: Intermittent drops - Motorola sbg6580

Own a SBG6580 myself; had no idea that a new firmware was pushed. Sure enough, I checked and have the latest (3.3) where I had the previous (3.1).

 

I had a "service interruption" last night but when I finally got my connection back, it would not bridge to my Netgear WNR1000v3 router. Couldn't even get into the SBG6850's utility via a browser so I could see what was going on, so I was forced to do a complete hardware reset to defaults and start over. Luckily, I got everything resolved about 20 or so minutes later. All is well. So far.

 

Does anyone know what else 3.3 brought to the SBG6580 other than fix the intermittent connections people were having? Is the Wi-Fi signal any better? (It was horrible before with 3.1 compared to my Netgear which pretty much reaches into every corner of my home.)

New Visitor
mdgp52
Posts: 4
Registered: ‎02-18-2012

Re: Intermittent drops - Motorola sbg6580

So I bridged and no drops, doesn't seem like a good solution but it is one that works. 

 

Hopefully Comcast finds a long term answer to this problem that is affecting apparently hundreds of people. 

 

A modem that is on the approved list should receive the proper support needed to run and operate within their own system.

 

 

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

Re: Intermittent drops - Motorola sbg6580

I went to bridged mode with my sbg6580 fw3.1 a month or so ago, and the occasional drops while the modem lost it's mind and recovered were tolerable (ie, a minute or two of outage a couple of times a day).

 

Looks like a got the fw3.3 push about 5:30am on the the 17th ... modem went offline for about 10min, and then came back up (still bridged). Have not seen a drop since then! Never happened before...

 

I have an external site ping an internal http server of mine once per minute 24/7 to validate connectivity; uptime is 100% for the last 53 hrs. Holding my breath at this point ... :-)

 

So we're happy in Saratoga, CA at this point.

 

I'm going to keep the sbg6580 in bridged mode (no sense going back, my Netgear wireless access point works flawlessly) and the isolation between the modem and the router is the best approach IMHO.

New Visitor
mdgp52
Posts: 4
Registered: ‎02-18-2012

Re: Intermittent drops - Motorola sbg6580

After bridging rather than drops and interruptions I'm getting a fail to connect to DNS error now...

 

It's always something...

Regular Contributor
Sean3040
Posts: 28
Registered: ‎01-05-2011

Re: Intermittent drops - Motorola sbg6580

Call 1800-Comcast. Explain your problems and ask for a D3 Wireless Gateway (Arris) for the incovience. This can only be done through mail (UPS). You should receive top speeds. 

Regular Contributor
MidnightCat
Posts: 44
Registered: ‎01-15-2010

Re: Intermittent drops - Motorola sbg6580

No connection drops in awhile now after the firmware update, but it's disappointing to hear that people are still having issues after the update.