US Cable Support > Road Runner > Is there a solution yet for the Wideband NY upload freezes?

Is there a solution yet for the Wideband NY upload freezes?

I think it has something to do with faulty firmware in the modem it self. Users in the forum here have reported the same exact problem in various other markets. Their solution was the cap the upload on their own home routers just under the 5mbps mark till something was done to fix it.

Look in the QOS settings. If it's anything like my Sam Knows special the UI will be very similar.

You'll have to play around with it to find out what works best. We don't have your modem in south texas, we got the ubee's here. I would say start out with about 4.6 mbps or so or about 4650 kbps roughly

Ok I'll try and see what happens.

Thanks again!

reply to txenakis
Ok so I tried the suggested solution for a few days and it didn't work. I tried lowering the upload cap in the QOS service setup of my router all the way down to 4mbps and the internet still disconnects when I upload large files. At this point I'm at a loss, do you have any suggestions?

Thanks.

Call and ask L1 to speak with L3. Let them know your wideband modem is rebooting during large file uploads.

reply to txenakis
Just did. They're sending another tech to my house tomorrow. Will see how it goes but based on previous visits i remain doubtful.

Will keep you posted if they solve this.

reply to txenakis
I have this exact issue with my recently installed SBG6580. Support is totally useless, they stonewall me every time I call, last time I called the technician even refused to acknowledge my modem even existed (literally, said he couldn't find it and refused to escalate, I can't make this stuff up). I'm going to call and ask for L3 support immediately tomorrow but if it cannot be fixed I'm going to insist on them restoring my old modem and cheaper plan.

reply to txenakis
Support couldn't help. They promised that I could use my own modem so I'm just going to buy my own non-Motorola DOCSIS 3.0 modem and see if that helps.

You may want to be sure your market allows you to use your own D3 modem on D3 services as a lot of markets do not.

reply to txenakis
The manager I was with insisted that I would be permitted to setup my own DOCSIS 3.0 modem with the service plan that I had. But I'll call back to check.

I read up on the fixes and found today that capping the upload to 4M on my router does in fact solve the issue, but it annoys me to no end that I have to do that to make my ISP-issued equipment work properly.

reply to piyokos8
I used to have the 6580 modem with the 50/5 plan and with this same problem, had the the modem replaces 3 times, tier 3 was no help at all, one tech said it wasn't the modem that it was TWC end and was they was working to fix it, other one said it was the Motorala hardware, other said it was the firmware, so I got tired and all this and decide it to buy my own non Motorola D3 modem at Best buy, afterwards I did a test by uploading a large file and the problem still remains, I first got wideband service on December 2011 over a year and they still can't fix the problem, the only solution is to cap the upload speeds to 4 Mbps or less.

reply to txenakis
I had a SB6120 with Cablevision before I moved to NYC, that modem was rock solid, I could maintain connections indefinitely. I was going to buy that same modem for use with RR but I found that the SBG6580 seems to work alright when capped so I guess I'll save my money. Very troubling that I have to go through all this to make my internet work properly.