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ajsfuxor

join:2012-10-14
reply to ajsfuxor

Re: SB6141 Can't access modem config manager

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.

adrman
Premium
join:2007-08-23
New York, NY
kudos:1
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.

adrman
Premium
join:2007-08-23
New York, NY
kudos:1
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.

ajsfuxor

join:2012-10-14
Fantastic - good to have other people with the same problem


Yann

@rr.com
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.

ajsfuxor

join:2012-10-14
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.


Yann

@rr.com
Nothing new ? Should I return the modem and plug a fresh one ?

adrman
Premium
join:2007-08-23
New York, NY
kudos:1
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.


Yann

@rr.com
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 !

adrman
Premium
join:2007-08-23
New York, NY
kudos:1
said by Yann :

I talked with them again on the phone and no way they will tell me the problem is on their side

Yann, last Monday I did get confirmation from a level 3 technician that this was a TWC problem caused by their provisioning file. As I said, I think this will take them time (and many complaints) for them to fix the issue. Did you contact level 3 support @ 866-506-0218?

said by Yann :

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 !

Agreed. I know it's not of much or any help to you, but aside from this admittedly large issue, my SB6141 has been solid since it was provisioned over a week ago. Mods, perhaps this thread should be merged with the other activation thread?


bluepoint

join:2001-03-24
reply to adrman
said by adrman:

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.

Could this be TWC's way of saying, "fine you can buy your own modem but we will not let you access the modem stats?"