US Cable Support > Time Warner Internet Services > SB6141 Can't access modem config manager

SB6141 Can't access modem config manager

Mysterious login page

#1 Did you try reset the Motorola SB6141 back to the defaults?

#2 Where did you get this Motorola SB6141? For example: Online - eBay.
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reply to ajsfuxor
1) I can't reset the modem back to defaults - there is no physical 'reset' button on this modem that I can see. That's why I'm trying to access the config manager.

2) It was purchased brand new on Amazon.com this past week.

Anyone know how to completely reset this modem back to defaults?

reply to ajsfuxor
I'm having the same issue with a 6141 and TWC. TWC claims it's not their provisioning file and Motorola has no knowledge of it either. The one thing I haven't tried is a direct connection from my pc to the modem and I'll give that a go when I return home tonight. I have a suspicion it's TWC's provisioning file though. The techs that I spoke with regarding the initial provision of the modem and subsequently, with questions about this problem, seemed a little less than totally knowledgeable. When I first brought it up, I was told that something had been left out of the initial provisioning and that was the cause. However, whatever they added gave me the same result. I will update later.

Added and confirmed with Motorola: There is no way to reset this device without using the web configurator.

This is so frustrating! I'm on the phone with TWC now - and they are being helpful, but we can't figure it out.

Motorola claim it isn't them - and I'm inclined to believe them. If we solve the problem I will let you know.

Please fill me in if you have any luck as well.

reply to ajsfuxor
TWC were very helpful this morning, but still can't fix the problem.

They seem to think that when I switched over from a leased modem to a self bought one, there was something they did to the new modem, but can't 'undo' it.

They have escalated it to their hardware team - and I am expecting a call back. The good thing is they are aware of the problem now, and are looking into it.

It was fantastic service though - so props to TWC.

Let me know if you hear anything back from them. Given the amount of time I've spent on hold and on the phone trying to get this modem working, I'll say the people are nice, but I'm not ready to give them props just yet.

reply to ajsfuxor
I now have it confirmed by TWC that this is due to their provisioning file being incorrect. Evidently the file that they pushed assumes that the 6141 is one of their wireless router modems. Several people have called in today with the same complaint, so hopefully we'll see a resolution soon. Also I did try a direct connection to the modem with the same result.

Fantastic - good to have other people with the same problem

Well, here is web chat operator statement as of today :

"I really appreciate your patience and I regret to inform you that as per our research this is no where concerned with TWC and as it is a third party router TWC doesn't provision any file as you stated. You will have to contact the modem manufacturer. I will help you with the contact information.".
I bought mine from ebay, it looked unused with original wrapping but I can't be really sure if it is not refurbished, or if TWC took over configuration.

And I see no way to reset the thing.

I've been through a few web chat operators - and they don't know much. Just the basics, that's all they are trained for. Sit tight, we are waiting to hear back from TWC engineering/hardware team. They are definitely aware of the problem.

Nothing new ? Should I return the modem and plug a fresh one ?

I wouldn't get your hopes up for a quick resolution to this, if indeed it's ever resolved at all. A new modem will just end up the same once TW provisions it.

I thought maybe the original issue has been fixed (they no longer take over modem config), and what needs to be done is removing their config from provisioned devices. And I though maybe my modem was already like that, or I could test the new modem for the login page before connecting the coax cable so that I'm sure the problem is on their side. I talked with them again on the phone and no way they will tell me the problem is on their side : call Motorola if you can't login to the admin page, test default username and password, this is your modem and there is no way I can help you with that... Yeah great...

Right now I get disconnected from time to time for 5 or 10 minutes and I don't know what to blame. And TWC just tells me it is my modem fault and everything is ok on their side. Since the modem is new, they could be right but I can't even access my devices logs !

That's a terrible situation !

reply to ajsfuxor
Since it is not clear if it is a TWC or Motorola issue, I am going to move this to the TWC (Road Runner) forum to see if anyone there has any idea of what is happening here.
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reply to Yann

reply to ajsfuxor
Possibly this is limited to New York area? My 6141 does not have this problem, although it was provisioned back in the Spring.
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reply to adrman

reply to ajsfuxor
I'm 99.999% certain this is ENTIRELY TWC's fault. To prove it, power the modem up disconnected from the cable. No password? Now plug the cable in. As soon as it's loaded the DOCSIS config, it'll have a password. If they're loading the 6580 config on it, (a) it should spew a ton of errors, and (b) they sure as hell know what the password is.

(this is, in fact, the way around the password lockout on a 6580. i.e. how to get one in bridge mode with the firewall completely off.)

Bottom line, people should sue TWC for their complete botched job of handling customer owned modems -- something they damn well knew was coming when they decided to up everyone's bill.

"Bottom line, people should sue TWC for their complete botched job of handling customer owned modems "

That's a little extreme, but good luck. If there is a ticket open which it seems is true, let it take its course.

Hob
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"A foolish consistency is the hobgoblin of little minds."
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