akita
@comcast.net
| SB6120 Provisioning problem I'm currently running an SB4100, which recently has gotten unreliable when hot. I bought an SB6120 from Fry's as a replacement and attempted to get it provisioned by Comcast.
I don't have D3 support in my area yet (Fremont, CA) and just want to use the SB6120 with my current Performance tier service. After 2 long calls and using 2 different SB6120's I still can't get it provisioned. All the lights will eventually come on, but the online light just keeps flashing. Should the online LED be on continuously even when not provisioned properly, as long as it can get a block sync?
I have a Channel Vision powered amplifier inline, but I don't think this is the problem, since my SB4100 was working fine. Signal levels are at -1 dBmV.
Anybody have a similar experience? The last tech I spoke with mumbled something about a "rate code" in the billing dept possibly preventing a succesful provisioning...
Any thoughts before I give up on the SB6120?
Thanks. | |
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gar187er
Premium Alcoholic
join:2006-06-24
Dover, DE | 4100 is old, needed to be changed....
why doi you have the amp? | |
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koshoka
join:2006-12-01
Pottsville, PA | what's your upstream level? | |
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 | madden2k5
join:2009-04-09
Portsmouth, VA
 ·Cox HSI
1 edit | Re: SB6120 Provisioning problem First of all you shouldnt be running a inline amp between the connection of your modem. Inline amps are for shitty signal tv's and stuff. Anyways off the main splitter once it hits the house, you should have a direct line running to the modem, and then have lines running for all the tv's and etc.
Anyways there is no reason why they cant provision that modem, but if there is a problem on your end then it could cause this. So did the people on the other end of the phone say things looked ok when they first provision the modem? | |
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ComTech 4
Premium
join:2002-11-28
USA
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Proper Modem Setup |
Wow there is something totally wrong. If you have an amp and still your still at -1, you have a signal problem.
Think of it as this "If you amp garbarge you get more garbage" The power level will improve but not the quality. So without the amp your sitting at -16. | |
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akita
@comcast.net
| Thanks for all the replies!
The reason I have the amp (CVT-2/4 PIA) is due to my unusual installation. The cable running from the green tower at the curb to my garage is 175 feet. At that point, Comcast installed a splitter to drive the Arris modem for my phone service. The other leg of the splitter goes to the amp, which supplies the SB6120 and the TVs.
As an experiment, I connected the SB6120 directly to the splitter where the Arris modem is, and noted that the online LED was still flashing and not solid. This is why I was asking if the online light should be on solid even if Comcast has not registered the MAC address. At this drop, the signal is as good as it gets.
I don't like using the amp, but if the signal is poor, why does the SB4100 work, does it have a better chipset?
Here's some more info from the SB6120:
Downstream Bonding Channel Value
Channel ID 1 2 3 4
Frequency 705000000 Hz 717000000 Hz 723000000 Hz 729000000 Hz
Signal to Noise Ratio 36 dB 37 dB 37 dB 38 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
0 dBmV 0 dBmV 0 dBmV 0 dBmV
Upstream Bonding Channel Value
Channel ID 1
Frequency 30600000 Hz
Ranging Service ID n/a
Symbol Rate 5.120 Msym/sec
Power Level 55 dBmV
Upstream Modulation [3] QPSK
[3] 64QAM
Ranging Status Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 1 2 3 4
Total Unerrored Codewords 21436035 21436421 21436159 21436512
Total Correctable Codewords 13 0 0 0
Total Uncorrectable Codewords 1661 1444 1432 1438
Model Name: SB6120
Vendor Name: Motorola
Firmware Name: SB6120-1.0.1.8-SCM02-NOSH
Boot Version: PSPU-Boot 1.0.0.4m1
Hardware Version: 1.0
Serial Number: 18690****************
Firmware Build Time: Apr 22 2009 12:15:22
From the log:
Jun 30 2009 12:42:05 5-Warning T202.0 Lost MDD Timeout;CM-MAC=00:22:10:2b:68:07;CMTS-MAC=00:01:5c:32:78:c4;CM-QOS=1.0;CM-VER=3.0;
Thanks. | |
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nate1234
join:2008-08-21
Moorestown, NJ | Your signal levels are great!
I wonder if it is a defective modem or something? | |
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koshoka
join:2006-12-01
Pottsville, PA | Re: SB6120 Provisioning problem Your upstream level is way to high. | |
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nate1234
join:2008-08-21
Moorestown, NJ | Re: SB6120 Provisioning problem Its not way too high, it is within limits. It could still be an issue though. | |
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| | | madden2k5
join:2009-04-09
Portsmouth, VA | Re: SB6120 Provisioning problem Nate, no the upstream level of 55 is too high.. withen specs or not its pushing it, and can cause problems at any given time.
As for the 6120, only the link bottom light should blink. the online, and etc lights should be solid. | |
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akita
@seagate.com
| Re: SB6120 Provisioning problem Thanks all.
I'm really curious to know whether the online light should be on solid even when the SB6120 is not provisioned. This is important because when I had it hooked up right at the first splitter, before Comcast had the new MAC address, the online was blinking. If it should be on solid even under these conditions, then this is a Comcast issue and not related to my wiring...
The upstream level comes from the modem and not influenced by the wiring/amp in the house, right?
I have tried 2 different SB6120s with Comcast with the same results. On both of my calls, the tech had me transfered to the billing dept. to register the S/N and MAC address. Could my problems be related to an account issue where my Performance tier does not allow the use of the SB6120? Just reaching here... | |
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EG
The wings of love
Premium
join:2006-11-18
Union, NJ
1 edit | Re: SB6120 Provisioning problem said by akita :
The upstream level comes from the modem and not influenced by the wiring/amp in the house, right?
Sure it is. It is influenced by excessive overall line attenuation and/or excessive noise ingress into the upstream channel.
Modems will achieve block sync before they are even provisioned provided that the quality of the connection is good. | |
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dabulls
@comcast.net | Re: SB6120 Provisioning problem If you hooked it up to where the arris emta is and still have no blocksync then you mostlikely have a defective modem. | |
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akita
@comcast.net
| Thanks for all the feedback.
Since my signal is very good with the exception of the marginal upstream power at 55 dBmV, I did another experiment:
Good to hear that the modem does not have to be provisioned to get block sync.
I connected the output of the splitter that normally goes to the Arris modem (as it comes into the garage) and noted that the upstream power level is at 45 dBmV. The downstream power is at 0 dBmV, with SNR of 36 dB. Still no block sync and solid online light. Bottom line: the improved upstream power made no difference.
So even though the 55 dBmV I normally see is not optimum, it should not be the root cause for the SB6120 not being seen by Comcast, right?
dabulls: I don't believe the modem is defective, since I've tried 2 different brand new SB6120s | |
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EG
The wings of love
Premium
join:2006-11-18
Union, NJ | Could be. I would also suspect that at a 55dB transmit power level, the CMTS may be having difficulties hearing the modem. | |
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ComTech 4
Premium
join:2002-11-28
USA
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Proper way for a modem and an Emta |
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EG
The wings of love
Premium
join:2006-11-18
Union, NJ
| Re: SB6120 Provisioning problem said by ComTech 4  :this is the way your setup should be Would you recommend that an unbalanced three-way splitter be used, and that the HSI modem be connected to the 3.5dB tap, and that the eMTA and the amp be connected to the 7.0dB taps ? | |
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| | madden2k5
join:2009-04-09
Portsmouth, VA
·Cox HSI
1 edit | Re: SB6120 Provisioning problem said by EG :said by ComTech 4 :this is the way your setup should be Would you recommend that an unbalanced three-way splitter be used, and that the HSI modem be connected to the 3.5dB tap, and that the eMTA and the amp be connected to the 7.0dB taps ? Personally i would, and as of right now that how i got my setup hooked up. No problems with my VOIP and my internet modem is on the -3.5 off the 3way. | |
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EG
The wings of love
Premium
join:2006-11-18
Union, NJ | Re: SB6120 Provisioning problem  | |
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dabulls
@comcast.net | Is there a reason why you are not useing the emta for internet? | |
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| psomero
Premium
join:2008-11-09
San Jose, CA | Re: SB6120 Provisioning problem the SB6120 is docsis 3.0 and all the arris mta's i've ever seen aren't... | |
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droopycom
join:2009-06-30
San Jose, CA
| I have a similar issue.
Trying to upgrade from a old Toshiba PCX1100U to the SB6120 and they just "dont see it". The online light is blinking too.
This is in San Jose (CA). We do have D3 here.
3 days on the phone and getting nowhere, and I did ask the question on the Direct forum it didnt help (at least not yet)
The worst so far: last time I called for this issue they tried to sell me Phone Service, twice (both the first level CSR and the Supervisor). WTF? I didnt call the sales department! | |
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akita
@comcast.net
| Re: SB6120 Provisioning problem I had a Comcast tech come out to the house to help with my SB6120. As expected, the signal quality, although not the best on the uplink side, was not the root cause. The tech was very knowlegedable, and stated that they had never seen an SB6120 in my area. He indicated that the head end is not even setup for D3, but I pointed out that the SB6120 is backwards compatible to D2. Also mentioned that they don't have the "codes" for the SB6120 to add to my account - don't know what that means. He will get back to me when he learns more.
droopycom - By any chance, are you on an annual prepaid internet package? The tech also mentinoned that may be part of my problem. Please post back on this thread if you get this issue resolved.
Thanks.
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Kidd santi
@rcn.com
|  Re: SB6120 Provisioning problem
Modem TX Power 47 dBmV
Foward Signal to Noise 34 dB
Forward Power Level 0 dBmV
Forward Frequency 735000000 Return Frequency 28700000
yet the cannot get it provisioned | |
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nate1234
join:2008-08-21
Moorestown, NJ | Re: SB6120 Provisioning problem your SNR is a little low, but I dont know why it wont provision | |
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| | | andyross
join:2003-05-04
Schaumburg, IL
| I think it may have been mentioned, but just because it's D1 and D2 compatible doesn't mean it will work. Each modem model needs a unique configuration file sent to it. If they don't have the proper configuration info, then it won't work properly, if at all. | |
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| | K Patterson
Premium,MVM
join:2006-03-12
Columbus, OH | Hmm - the modem log contains the MAC of the CMTS - some communications must be going on. | |
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kingler
@sbcglobal.net
| Modems should never have a problem getting block sync without being provisioned. You should still be able to plug in your computer and get a nifty 'Welcome to Comcast' page (which usually has a link to get your modem auto provisioned).
If a modem has not been approved and added to the billing system it is not possible to provision it. | |
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psomero
Premium
join:2008-11-09
San Jose, CA
| i have the same modem and also have an MTA. i'm getting 56 dBmv on the upstream and have zero problems with it. my config has one balanced splitter right at the drop with the D3 modem on one leg and a line running to another splitter which then splits off to feed my MTA and tv boxes.
i'm also in the bay area (san jose). i was the first D3 install the tech had encountered when he delivered the modem a few months back. the D3 modems were so new that they forced a tech visit on me rather than just sending one in the mail. this was his first time handling one of the modems and it took us over an hour to get the thing up and running after he called in to get it provisioned.
one thing to note is that since there's bonded channels going on, D3 modems take a considerably longer time to block sync the first time as they have to test all of the channels that are available. | |
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DennisE
@comcast.net
| Re: SB6120 Provisioning problem I just went through 12 calls and online contacts with Comcast and fnally called Motorola.
Appears they have a "known problem" with a few of these modems.
They are sending me a new one and we will see if this does the trick.
But if you are oulling out your hair, or even both of them try calling them at 877-466-8646
they did some great support! and were on top of it in trouble shooting and then replaceing the unit | |
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sammydad1
join:2002-06-28
Lake Worth, FL
 ·Vonage
| Hi,
Just a couple two cents.... On the Bestbuy.com site, reviews for this product indicate there is a known firmware issue, and you might need to have your ISP push you the new firmware to your modem..... guess you can't self update the modem FW....
Looking forward to getting one of thse bad boys.... | |
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