toan08
join:2009-11-10
| Who else is using Motorola Surfboard SB5101
Hey all,
I am curious as to how many users own the Motorola Surfboard SB5101. I would really like to know how many other users are having this same issue as I am experiencing right now - random dropped connection, whether surfing the web or playing online games (more frequent drops roughly ~30-50 minutes with online games, and ~50mins-3hrs with normal web browsing.
I'm using Windows 7 with latest updates, no AV installed, and firewall completely off both Home and Public Networks.
Below is my modem firmware (should be up to date)
--------------------------------------------------
Software Version: SB5101-2.6.2.0-SCM00-NOSH
Hardware Version: 1
MIB Version: II
GUI Version: 1.0 |
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Shugenja
join:2003-12-10
Hesperia, CA
| I am using the same modem and FW version as you. It was a replacement i received about 6m ago when the old one was having problems.
I have been experiencing random issues the lat few weeks usually later in the day. I can have a perfect connection then it slowly starts to degrade where i cannot even use it effectively due to massive packet loss and high latency. Randomly the connection does drop while gaming or surfing sites.
I have charter coming out tommorrow to hopefully look at the problem and fix it |
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psafux
Got Grep?
VIP
join:2005-11-10
| reply to toan08
You are most likely experiencing a signal problem.
In response to your question, I have that modem and have never had an issue.
»Charter Pipeline Forum FAQ »10 steps to help others help you.
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Yes. the cat in my avatar is indeed mine. |
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mmainprize
join:2001-12-06
Houghton Lake, MI
| reply to toan08
My issues are simular but not most likey not related to your.
I have a 5100 and the last few weeks i have had problems with my VPN disconnecting, but my internet still worked. Been using this cable connection for over five years and never had that problem before.
I think work was being done on the network some where in my path that was the cause of the disconnects. It seems to have cleared up this week so far.
Software Version: SB5100-2.3.6.0-SCM00-NOSH
Hardware Version: 3
MIB Version: II
GUI Version: 1.0
VxWorks Version: 5.4 |
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toan08
join:2009-11-10
| reply to psafux
Could you explain more in details about signal loss problems? Is it the physical wires/cables running from the post into my house that are in poor condition? Maybe the technicians missed out on something during installation?? |
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Kornflake
join:2006-12-21
Sheboygan, WI
1 edit | reply to toan08
i am running 4 sb5101 with diff firmware just fine |
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psafux
Got Grep?
VIP
join:2005-11-10
| reply to toan08
Can we see your signal levels first, to determine whether or not it is a signal problem? Ideally, a few different readings would be best - say over 30 or 60 minutes.
There is no point in barking up this tree if its not the problem.
To answer your question though, signal issues or fluctuations can be related to a ton of conditions both inside & outside the home. Splitters, amplifiers, the coax line itself, the tap, pedestal, & house box are all possibilities where signal loss can occur. Line noise can come from something in the house, something outside or something 3 blocks away.
If the signals are intermittently problematic, a tech may not see the problem when they are at your home. This *may* explain why your installer did not note any problems. They have to view your signals before they leave and verify everything is within spec.
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Yes. the cat in my avatar is indeed mine. |
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psafux
Got Grep?
VIP
join:2005-11-10
| reply to toan08
oh - and 99% of the time, the modem is not at fault. For some reason 99% of the time, customers believe the modem IS at fault and replace it, or demand to have the firmware updated or run out and buy a new cablemodem to find the same problems exist.
It is a very, very common issue unfortunately.
There are even some bad tech support reps that will advise a customer buy a new cablemodem (or spend the gas money to get it swapped out in the case of a rental) when there are extremely obvious underlying signal issues.
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Yes. the cat in my avatar is indeed mine. |
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iFractal
What?...ever
Premium
join:2002-12-04
1 edit | reply to toan08
I own that modem with the same firmware, etc. Been experiencing disconnects, usually on weekend nights. Saturday nights seemed to be the worst. Tired of doing resets of the modem and my router but seems to have settled down a bit (SE WI). Been too busy to call in and have not done any troubleshooting other than to note the downstream and upstream levels were within preferred specs. The modem log is full of lousy messages.
edit: added text
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I wish I could shove my house into my desktop recycle bin. |
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FievelMousey
Premium
join:2005-11-17
Ronda, NC
 ·Charter Pipeline
| reply to toan08
Software Version: SB5101-2.6.2.0-SCM00-NOSH
Hardware Version: 1
MIB Version: II
GUI Version: 1.0
I have same version as you and my logs get lot errors and sometimes mine looses connection off and on and I will eventually call in it gets bad. |
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toan08
join:2009-11-10
4 edits | reply to psafux
said by psafux  :Can we see your signal levels first, to determine whether or not it is a signal problem? Ideally, a few different readings would be best - say over 30 or 60 minutes. It's 6:30 a.m right now, and here is a post of my modem's signal:
Downstream Value
Frequency 681000000 Hz
Signal To Noise Ratio 40.2 dB
Power Level 10.9 dBmV
---------------------------------------------------------------------------
Upstream Value
Channel ID 1
Frequency 31504000 Hz
Power 34.0 dBmV
Here's another post @ 7:10 a.m. I got a random drop while playing online game right before this post, really really sick of this constant drop issue  ~40 minutes online, then ~1-4 minutes downtime resetting modem.
Downstream Value
Frequency 681000000 Hz
Signal To Noise Ratio 40.2 dB
Power Level 11.2 dBmV
----------------------------------------------------------------------------
Upstream Value
Channel ID 1
Frequency 31504000 Hz
Power 34.0 dBmV
Again, @ 8:10 a.m. another random disconnection from online game, roughly 50 minutes online before dropped. This is getting pointless, I feel a need to switch ISP, thinking about Verizon 3mb @ $29.99 and hopefully it doesn't drop constantly like cable does.
Downstream Value
Frequency 681000000 Hz
Signal To Noise Ratio 39.5 dB
Power Level 10.2 dBmV
--------------------------------------------------------------
Upstream Value
Channel ID 1
Frequency 31504000 Hz
Power 34.0 dBmV |
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andunn
join:2001-09-06
Linn Creek, MO | Software Version: SB5101-2.6.2.0-SCM00-NOSH
Hardware Version: 1
MIB Version: II
GUI Version: 1.0
Signal levels are also fine, but have been experiencing issues as well... |
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viper3431
join:2003-04-21
STL, MO
| reply to toan08
No problems here with that modem/firmware combo although I'm running a little hot on my downstream power at 13. This is normal for me though as the tap is right outside my back door for myself and my neighbors and has never been a problem.
Software Version: SB5101-2.6.2.0-SCM00-NOSH
Hardware Version: 1
MIB Version: II
GUI Version: 1.0 |
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toan08
join:2009-11-10
| So today I talked to my neighbors downstairs...we compared our internet connections. He has been with Charter before, and he told me that he experienced the same constant random drops like me too. It got to a point, where he just opt out of his 2 year agreement and paid the cancellation fee, and moved onto Verizon. He also recommended Verizon 3mb because he has been with them for 2 years now with great stability, no constant drops...Hmm something is going on here with Charter's High Speed Internet service, if it's just not me alone in my location, Wisconsin :P |
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toan08
join:2009-11-10
| reply to psafux
said by psafux :oh - and 99% of the time, the modem is not at fault. It is a very, very common issue unfortunately. There are even some bad tech support reps that will advise a customer buy a new cablemodem (or spend the gas money to get it swapped out in the case of a rental) when there are extremely obvious underlying signal issues. Totally agree with you. I had a bad tech support over the phone telling me that my new modem bought from Wal-Mart is probably defective and that I should either lease Charter's modem or buy another modem again.
After one attempt of hard resetting the modem unsuccessfully, they went ahead to conclusion assuming my modem is defective, and "since you didn't lease a Charter modem, we can't and are not suppose to help you." They even advise me in finding a contact number where I bought the modem, Oh Freaking Lord, I don't think Wal-Mart has Tech Support in store. IMO, just horrible troubleshooting skills. |
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psafux
Got Grep?
VIP
join:2005-11-10
| they aren't trained properly anymore. its not their fault :P They don't have access to a LOT of tools we used to.
There is a minor amount of fluctuation in the signals, and your receive (downstream) is right at the top end of being within spec (should be -12 to +12). The modem may not be liking that, some modems are more tolerant than others. Your upstream power is also at the low end, at 34. I have noticed Motorolas like to work better in the 38-48 range. It is within spec though and may not be an issue. At my prior home, my motorola hated being under 35. It would resynch frequently, trying to latch onto a better upstream. I have dealt with other clients with similar issues. Ambit modems seem to be the most forgiving in that area.
I honestly think a tech call is in order to see if they can bring down that downstream a bit and maybe flatten out the fluctuation, even though its minor. Bringing that power up a little bit would very likely be helpful too.
I have a feeling a graph of your signals would show more fluctuation than we are able to see at this time.
At this point I would suggest making a post in the direct forum or calling in for a tech call. If the reps are not seeing an issue and refuse to setup a work order, ask for an lead or supervisor - they will do it. The signals *are* within spec but I really think having a tech tighten the signals, or bring them a little further in spec would help your situation.
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Yes. the cat in my avatar is indeed mine. |
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toan08
join:2009-11-10
1 edit | said by psafux :There is a minor amount of fluctuation in the signals, and your receive (downstream) is right at the top end of being within spec (should be -12 to +12). Your upstream power is also at the low end, at 34. I have noticed Motorolas like to work better in the 38-48 range. So in order for my Motorola to achieve those "perfect" numbers, what would the technicians do when they arrive at my house? I also noticed my upstream power level stayed 34.0dBmV constantly and never changes.
I'm just a little worry, because one of my friend had a Comcast Techie rip apart his splitter behind the tv/computer and left a hole in the drywall when he was experiencing dropped connections like I am right now. He was unhappy, and what made it worse was that it didn't improve the situation at all.
Update - Charter Technicians will check out my problem and hopefully resolve it tomorrow morning. However I have a "shaky" feeling even after they inspect/fix the random drops that it might just come right back and repeat this annoying problem... Why I feel this way? I read a lot of other users' posts on different forums all over the web, specifically about Motorola Brands and their ties with Charter HSI... most of which makes Charter look bad. These quotes came from tomshardware.com under their forums from users with similar problems posted here.
"Charter Cable tech support is useless to worse. So bad they are written up in computer magazines as being at the bottom of the list for tech support."
...and these quotes are from former Charter employees:
"I too am having this problem, I am a former charter service technician, so needless to say this is a very dificult problem to fix. With my problem I have noticed as well with certian times of the day it's worse, say around 8am and around 5pm . I have bought 2 new modems and they both have same issue (Started Unicast Maintenance Ranging - No Response received - T3 time-out) Charter Communications is My ISP so customer sevice is piss poor, I still do have connections with my former managers and I assure you all, I will fix this problem."
from ellis056
"Ok, I hope to shed some light on everyone's issues and pull the curtain back a little. I WAS a Charter Communications Senior System Tech. I was responsible for maintaining and repairing all mainline issues. The problem that you guys are having is, i repeat, IS a problem with your cable companies hardline distribution plant. In other words, don't waste your time or money replacing modems and or routers."
...and he goes onto saying, "Now keep in mind, that most newby service techs for most cable companies are clueless about anything to do with mainline issues. They are only trained to diagnose problems inside your house, and depending on their training(which usually isn't much) they probably won't even know any of this. Also, in most areas, the service techs are scared to put in a "Line Problem" because if they have missed any problems inside your house that could be causing the problem, then they are given a hard time by the system techs (who will find it). So, you should definitely insist that a line problem be put in."
Well, according to the above quote, if he is correct, there shouldn't be any problems on my end causing random dropped connections - computer, router, modem, etc... I just hope the technicians coming to my house tomorrow know exactly what they are doing. I have a feeling they probably won't have "time" to systematically troubleshoot and pinpoint the problem, leading to what this guy said below:
"Its True what stubby just said! You need a tech who will take the time OR HAS TIME!!!!!! I was a TECH for charter and were kinda slam for time !!! every one wants there stuff and you better be on time the next person doesnt care what the other has wrong with there cable lines they just what there stuff done!!!!! Sence I cant look at your line and run down the problem here is some things you can look at! 1 do you have a amp on your line you should never have a amp on a Internet or phone line it will mess your signal up! 2 it could be your drop line! the line going to your house !!!! Like stubby said you need a tech who has time to come out!!!!! If I was to do it I would run a new line from your modem to the outside box then check you drop!!! But thats just me! good luck!" |
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smoky_129
Premium
join:2002-09-04
Arab, AL
·Charter Pipeline
| reply to toan08
i have this modem and when im playing wow my ping will go from 103-200ms to 3500ms ill close wow unplug modem and it will be fine for 10min the back to high ping i have been having this problem for ever and i am about to go to dsl and drop charter i am completely sick of this stupid shit |
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daveinpoway
Premium
join:2006-07-03
Poway, CA
| reply to psafux
I personally would not be concerned about the downstream power being close to +12 dBmv; I have had an SB5101 running with +17 dBmv and even +21 dBmv for awhile, and it never even noticed the high downstream power- it worked perfectly the whole time. These models are very robust. |
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toan08
join:2009-11-10
| said by daveinpoway :These models are very robust. That's what I thought too. I compared different brands before making a purchase, and Motorola brand seems to be the preferred choice among several users. |
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