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

SBG6580 3.1 to 3.3 Software Update Information

Problem Statement:

This is regarding the random disconnectivity problem on the Motorola SBG6580 DOCSIS 3.0 Cable Modem and Gateway. The Gateway/Modem soft restarts periodically after receiving a particular type of signal from Comcast. 

 

What I need:

 

I need the SBG6580 3.3 Software upgrade for this modem.

Background on Previous Support Attempts:

I have had too many attempts to get service from Comcast to keep track of.  However, recently, I have Case number KMM11461125V73061L0KM and Case number  KMM11229460V52811L0KM  open since early December  and  ticket id 120212-000109  escalated on Sunday, February 2, 2012.  When other people make posts about problems its extremely helpful to include past ticket information which can help future Comcast reps more quickly resolve your and others' problems.

Problem Symptom:

The SBG6580 drops the DNS and then restarts approximately 30 seconds to 1 minute after this bogus signal is received.  I have bolded every other line to improve readability.

Time      Priority      Description
 Wed Feb 01 21:39:49 2012       Notice (6)      TLV-11 - unrecognized OID;CM-MAC=00:23:ed:fa:2e:b9;CMTS-MAC=00:01:5c:31:bc:49;CM-QOS=1.1;CM-VER=3.0;
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out

 Wed Feb 01 05:46:54 2012       Critical (3)      Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:23:ed:fa:
2e:b9;CMTS-MAC=00:01:5c:31:bc:49;CM-QOS=1.1;CM-VER=3.0;
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out

 

 Thu Jan 26 15:35:28 2012       Critical (3)      Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:23:ed:fa:2e:b9;CMTS-MAC=00:01:5c:31:bc:49;CM-QOS=1.1;CM-VER=3.0;
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out

 

 Fri Jan 20 00:12:16 2012       Critical (3)      Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:23:ed:fa:2e:b9;CMTS-MAC=00:01:5c:31:bc:49;CM-QOS=1.1;CM-VER=3.0;
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out


 Sun Jan 15 00:11:55 2012       Critical (3)      Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:23:ed:fa:2e:b9;CMTS-MAC=00:01:5c:31:bc:49;CM-QOS=1.1;CM-VER=3.0;
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out
 

Sat Jan 14 17:25:06 2012       Critical (3)      Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:23:ed:fa:2e:b9;CMTS-MAC=00:01:5c:31:bc:49;CM-QOS=1.1;CM-VER=3.0;
 Time Not Established      Critical (3)      No Ranging Response received - T3 time-out

 

 Tue Jan 10 00:23:30 2012       Critical (3)      Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:23:ed:fa:2e:b9;CMTS-MAC=00:01:5c:31:bc:49;CM-QOS=1.1;CM-VER=3.0;

 

 

 

Motorola SBG6580 Modem Software Information:

Information
Standard Specification Compliant    DOCSIS 3.0
Hardware Version    1
Software Version    SBG6580-3.1.0.0-GA-07-180-NOSH       <-----   PROBLEM
Cable Modem MAC Address    00:23:ed:fa:2e:b9
Cable Modem Serial Number    324369024913975955530006
CM certificate    Installed

 

 

Proposed Resolution:

 

The Software Needs upgraded from 3.1.0 to 3.3.x to resolve this disconnectivity problem.

 

 

Previous Solutions that have failed:

 

Comcast has attempted to send a refresh signal to the modem.  This does NOT resolve the disconnectivity problem.

 

 

Also, Comcast has told me to get the Fireware update from the Modem supplier.  However, Motorola will NOT upgrade the Firmware on Docsis 3.0 modems.  Their website says this:

http://broadband.custhelp.com/app/answers/detail/a_id/17811/session/L3RpbWUvMTMyOTA3NTc4OS9zaWQvdnhu...

Upgrading Firmware on my Motorola Cable Modem
Published 03/22/2007 12:23 PM   |    Updated 11/04/2011 04:16 PM

Can I upgrade the Firmware on my Motorola Cable Modem?

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

Cable Expert
i-am-nerdburg
Posts: 11,230
Registered: ‎06-27-2009

Re: SBG6580 3.1 to 3.3 Software Update Information

[ Edited ]
Contributor
dbottoms
Posts: 18
Registered: ‎02-12-2012

Re: SBG6580 3.1 to 3.3 Software Update Information

[ Edited ]

How do I get the SBG6580 3.3 Software upgrade?  

 

Multiple attempts to engage with Comcast has failed since October 2011 to resolve the disconnectivity problem.  Motorola insists that its Comcast's problem.  Motorola proved the modem is working normally and that Comcast owns the software update.

Cable Expert
i-am-nerdburg
Posts: 11,230
Registered: ‎06-27-2009

Re: SBG6580 3.1 to 3.3 Software Update Information

OIC. You aren't going to like the answer....

 

You can't do anything to get the new firmware. Motorola is correct, the ISP (Comcast) controls the firmware on your gateway device. The firmware is pushed out automatically to by Comcast, no customer service rep has the ability to do anything with firmware. Comcast has stated that they are aware of the problem with the firmware on the SBG6580 and are currently testing an updated version. There is no ETA on when the new firmware will be pushed.

Contributor
OSO_USN
Posts: 11
Registered: ‎10-19-2011

Re: SBG6580 3.1 to 3.3 Software Update Information

[ Edited ]

They should be politicians, they are talking both side of their mouth. We, the customer, are payiing dollars to Comcast yet we are not receiving any support. As far as I am concern, this is Comcast last chance, I am strongly considering dumping their service for good.

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

Re: SBG6580 3.1 to 3.3 Software Update Information

Hi Nerdburg, thanks for your reply.  I value your insight.  Are you a Comcast employee?  I'm new to this help site. My confusion is I'm seeing other posts in this forum which leads me to believe Comcast is in fact pushing the 3.3 to some customers.  I don't understand why some get it and some don't.  I've also searched the internet and there appears to be a 3.3 "hack" available but I'm squeemish about trying something that is unofficial.  I don't mind being patient but there doesn't really seem to be a reasonable path forward.  I'd value any additional thoughts.

Cable Expert
i-am-nerdburg
Posts: 11,230
Registered: ‎06-27-2009

Re: SBG6580 3.1 to 3.3 Software Update Information

Yes, there have been some customers reporting that they have seen the upgrade, but it has not been rolled out to everyone. ComcastSteve may have more information for you. You can reach him in the Comcast Direct forums.

 

I'm a former Comcast employee. Comcast employees that post officially on the forums will have their usernames in red.

Contributor
OSO_USN
Posts: 11
Registered: ‎10-19-2011

Re: SBG6580 3.1 to 3.3 Software Update Information

How can I verify that Comcast has updated my SBG6580? Can I look into bios settings of the modem to see it? Any help is appreciated.

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

Re: SBG6580 3.1 to 3.3 Software Update Information

[ Edited ]

If you log into your gateway settings, click "software" on the left hand side, then look at the software version, should say SBG6580-3.3.1.0-GA-09-058-NOSH if it's updated.

Contributor
OSO_USN
Posts: 11
Registered: ‎10-19-2011

Re: SBG6580 3.1 to 3.3 Software Update Information

No good. Still on 3.1.0 firmware and keeps dropping off line time to time.

Connection Expert
EG
Posts: 43,266
Registered: ‎12-24-2003

Re: SBG6580 3.1 to 3.3 Software Update Information

Main thread is here;

 

http://forums.comcast.com/t5/Connectivity-and-Modem-Help/Intermittent-drops-Motorola-sbg6580/m-p/112...

 

In future, let's please try to keep all questions and concerns on the 6580 there please. Thread closed.