sammydad1
join:2002-06-28
Lake Worth, FL
 ·Vonage
| reply to akita
Re: SB6120 Provisioning problem
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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DennisE
@comcast.net
| reply to psomero
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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psomero
Premium
join:2008-11-09
San Jose, CA
| reply to akita
Re: SB6120 Provisioning problem
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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psomero
Premium
join:2008-11-09
San Jose, CA | reply to dabulls
the SB6120 is docsis 3.0 and all the arris mta's i've ever seen aren't... |
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kingler
@sbcglobal.net
| reply to akita
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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andyross
join:2003-05-04
Schaumburg, IL
| reply to Kidd santi
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 | reply to akita
Hmm - the modem log contains the MAC of the CMTS - some communications must be going on. |
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nate1234
join:2008-08-21
Moorestown, NJ | reply to Kidd santi
your SNR is a little low, but I dont know why it wont provision |
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Kidd santi
@rcn.com
|  reply to akita
im having the same exact problem here in pennsylvania...they cannot see the modem connected yet all the lights are a solid green and the link light a flashing blue my my signal is
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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akita
@comcast.net
| reply to droopycom
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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droopycom
join:2009-06-30
San Jose, CA
| reply to akita
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
| reply to EG
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 | reply to madden2k5
 |
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madden2k5
join:2009-04-09
Portsmouth, VA
 ·Cox HSI
1 edit | reply to EG
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
| reply to ComTech 4
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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dabulls
@comcast.net | reply to akita
Is there a reason why you are not useing the emta for internet? |
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ComTech 4
Premium
join:2002-11-28
USA
| reply to akita
Proper way for a modem and an Emta |
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EG
The wings of love
Premium
join:2006-11-18
Union, NJ | reply to akita
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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dabulls
@comcast.net | reply to EG
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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