Topic 'Re: SB6141 Can't access modem config manager' in forum 'Time Warner Internet Services' - dslreports.com

Re: SB6141 Can't access modem config manager

Tue, 13 Nov 2012 23:10:58 EDT

DrDrew posted :

said by toothrot :

I can confirm that TWC in NYC pushes down a super wacky config to this device that locks down most of the modem. No way to disable DHCP or do real port forwards. I'll try calling them like the OP did, wish me luck!

The 6141 doesn't do DHCP when online and doesn't do any NAT/PAT so the is no port forwarding to configure. It's a simple bridge not a router.
--
If it's important, back it up... twice. Even 99.999% availability isn't enough sometimes.

Re: SB6141 Can't access modem config manager

Tue, 13 Nov 2012 21:50:14 EDT

anon posted : I can confirm that TWC in NYC pushes down a super wacky config to this device that locks down most of the modem. No way to disable DHCP or do real port forwards. I'll try calling them like the OP did, wish me luck!

Re: SB6141 Can't access modem config manager

Tue, 06 Nov 2012 17:28:25 EDT

adrman posted : My update was pushed yesterday and the issue is resolved. In this case I'll commend TWC L3 support for listening to the complaints and getting a solution out in a timely manner.

Re: SB6141 Can't access modem config manager

Tue, 06 Nov 2012 14:00:59 EDT

anon posted : I can confirm it is fixed here, too (NYC UES). After hours spent on the phone struggling with a condescending guy explaining to me that TWC can not change anything because, dumb ass, this is your own modem and we don't have access...

Disgusting...

Re: SB6141 Can't access modem config manager

Mon, 05 Nov 2012 23:43:20 EDT

anon posted : Mine is now fixed.I had this problem as others were posting: Cannot access the Motorola configuration manager page, so last Saturday, I gave level 3 a call and after he tried and couldn't fix it, he forwarded my issue to Timewarner engineers and said I ll get a call from them in a few days.

Today, I received that call, and TWC have updated my modem with the proper provision file. I can now access the configuration manager page.
However, my modem upstream status led is still green,(non bonding channel) I was hopping the new file would change the upstream led status to blue (bonding channel).

The tech said upstream channel is non-bonding for now in NY area until the near future, while previous Timewarner techs have said otherwise.My subscription speed :30/5. This speed has been constant with this sb6141 modem until today after the new provision file was pushed, my upstream is now less than 4 after several speed test, my downstream speed is fine.

Non-bonding upstream channel not available in New York?
I'm very glad though that Timewarner is doing something about it,'soon everyone with this issue will have a fix' he said.

Re: SB6141 Can't access modem config manager

Mon, 05 Nov 2012 10:37:14 EDT

bn1221 posted : I'll send you a beer if you can get them to activate my SBG900. They said I need the SBG901 to be "supported"

I don't need support I just need it working :)

Re: SB6141 Can't access modem config manager

Mon, 05 Nov 2012 10:30:17 EDT

adrman posted : Yes that's the # for L3.

As an update to all else concerned, I spoke with L3 this am. The fix is in testing stage and will be pushed once it's verified as good. I've now been included in the test group and will have it pushed sometime today. Also, the agent I spoke with was aware of this thread.

Re: SB6141 Can't access modem config manager

Sat, 03 Nov 2012 12:52:58 EDT

anon posted : 866-506-0218 level3?

Re: SB6141 Can't access modem config manager

Sat, 03 Nov 2012 12:24:24 EDT

adrman posted : Sorry, I've been out of touch for a bit. :) Phone is 866-506-0218. Also, just a general update. After being minus service since Monday night, a corrected provisioning file was not pushed when I powered back up this am. I'm still locked out of the config. Once things stabilize around here, I'll be getting in touch with L3 again.

Re: SB6141 Can't access modem config manager

Tue, 30 Oct 2012 15:01:40 EDT

JayKl posted : Can you please give me the telephone number for TW L3 support.
Lower level support is poorly trained and cannot address the problem.
I am having a similar problem with dropouts after installing an Sb 6141.
I can access the configuration menu including an error log that lists multiple entries that I cannot properly interpret.
Time Warner claims they cannot access my 6141 remotely which is strange since the unit works properly in between dropouts.

Re: SB6141 Can't access modem config manager

Mon, 29 Oct 2012 09:54:35 EDT

adrman posted : Did TWC notify you or did you just have the update pushed? I'm still locked out of mine, but will try a power cycle later and see if it updates. (currently listening to internet radio with my morning caffeine).

Update-Tried a power cycle and no dice. I'll give L3 a call in a few days after Sandy has had a chance to clear out.

Re: SB6141 Can't access modem config manager

Mon, 29 Oct 2012 00:27:16 EDT

hobgoblin posted : Good to hear, Unfortunately the 100,000's of positive experiences dont get posted on here, just the negative ones which unfortunately sometimes happen.

The issue the OP reported was a billing system issue.

Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson

Re: SB6141 Can't access modem config manager

Mon, 29 Oct 2012 00:21:24 EDT

gkloepfer posted : Hob: Yes, I do. I got it up and running about a week and a half ago here in Austin, TX. It was a painless process here - I wish others' experience went as smoothly as mine did.

Re: SB6141 Can't access modem config manager

Mon, 29 Oct 2012 00:18:50 EDT

hobgoblin posted : Do you own your own modem?

Hob♠

Re: SB6141 Can't access modem config manager

Mon, 29 Oct 2012 00:05:36 EDT

gkloepfer posted : (apologies .. I posted this without realizing there was already a solution -- didn't see the 3 pages of replies.... I can't delete my post, so I'm just going to leave it and hope I don't get anyone too upset...)

Has anyone with this problem tried going directly to the signal URL:

192.168.100.1/cmSignal.htm
or
192.168.100.1/cmSignalData.htm

Interestingly, I can go to the webLoginData.htm page on my modem and get that password prompt, but like you I can't enter anything to make it happy. Thankfully that didn't do anything bad, like put me into the same loop some of you are stuck in.

I was looking at the javascript that the page loads and there's a few other pages: legalData.htm (prints copyringht information), and webLogout.htm (I don't want to try this one).

Also, upon examination, it looks like you may be able to force a reset to factory defaults if you can write a small piece of HTML that will submit an input form value "Reset All Defaults" to a variable named BUTTON_INPUT1 to target page cmConfigData.htm. This may or may not require the password.

If you're already locked-out, one of these ideas may get you back in business again. I wouldn't mess with any of this if your modem is working properly.

It would actually be nice to know if there are some hidden pages with some more detailed signal information. My firmware prints the signal levels as integer values (no fraction of a dB), and I have a suspicion it doesn't show negative numbers either. That's my only complaint about this modem so far - it seems to be working well otherwise.

Re: SB6141 Can't access modem config manager

Sun, 28 Oct 2012 20:50:49 EDT

hobgoblin posted : Good to here, thank you for the follow up.

Hob

Re: SB6141 Can't access modem config manager

Sun, 28 Oct 2012 20:35:00 EDT

ajsfuxor posted : Hi guys,

Good news - it has been FIXED! You should no longer have this problem, TWC have updated my modem with the proper provision file.

I now have full access to the config manager :)

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 11:14:46 EDT

bluepoint posted : It's not what I'm thinking. Looking at your firmware, it's not from TW. Watch it when TWC push a new firmware.

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 11:12:27 EDT

Dampier posted :

said by bluepoint:

Let's see if your config file change by then. The OP is from NYC I believe.

I can't see this as a billing issue. Why would the billing system discriminate against a config file? As far as TWC is concerned, the billing system shows the modem on your account and a code that differentiates customer-owned from leased equipment. That code tells billing when to charge and when not to charge. I don't see a technical reason why this would ever result in different configuration files.

I have since forgotten whether other readers are reporting this or just the one. If it is just this person, I would suspect a "previously enjoyed" modem with a firmware version from another cable system that doesn't want people in the config -or- even more likely, a misfired config file intended for a different modem or a technical fault with how the config file was implemented.

There is a button in the config panel that will reset all defaults, but that is of course little help to someone who can't get there without a password. What interests me is the guidance attached to the use of the button:

---

Note:
Resetting the cable modem to its factory default configuration will remove all stored parameters learned by the cable modem during prior initializations. The process to get back online from a factory default condition could take from 5 to 30 minutes. Please reference the cable modem User Guide for details on the power up sequence.

---

5 to 30 minutes? Wow. It's annoying Motorola does not have a hardware way of doing this to bypass any existing config.

--
Phillip M. Dampier
Editor, Stop the Cap!
»stopthecap.com

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 11:09:26 EDT

bluepoint posted : Let's see if your config file change by then. The OP is from NYC I believe.

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 11:08:03 EDT

Dampier posted :

said by bluepoint:

In Rochester, have they implemented the $4 modem rental?

Starts 11/1, despite the fact the only notification local customers have gotten so far has come from the newspaper.

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 11:07:30 EDT

bluepoint posted : In Rochester, have they implemented the $4 modem rental?

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 11:06:57 EDT

Dampier posted : This is almost certainly a configuration file issue. Since we now know TWC is capable of sending a correct config file with activation, perhaps the next step would be to see if TWC can remove the modem on your account, try re-entering it, and seeing if they can push out another config file for the correct modem.

I have rebooted my modem a few times, so TWC is probably still pushing a correct file, at least to me.

The Mac address alone did not seem to be enough for TWC to activate my modem. I had to provide Manufacturer and model number to the person who activated me.

Could this be an issue if some of the other modems were previously activated on another cable provider (without buyer knowledge)? I am not sure if what TWC pushes out throws out any earlier configuration (or perhaps even firmware).

The first time my modem was activated, all of the lights on the front were out for nearly 30 seconds. I am not sure if this is indicative of something more than a config file push.
--
Phillip M. Dampier
Editor, Stop the Cap!
»stopthecap.com

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 11:00:46 EDT

Fleeced posted : Okay, my barely formed theory was debunked. Billing doesn't have any affect, the docsis backend should pull the modem's model and issue the correct firmware, so no front line people can directly affect the modem.

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 10:59:42 EDT

Dampier posted : Here in Rochester, I purchased and activated a 6141 modem (from eBay) and am not encountering any problems. In fact, I don't even see a login page.

The valid URLs I can access from my 6141 control panel:

»192.168.100.1/index.htm
»192.168.100.1/cmSignal.htm
»192.168.100.1/cmAddress.htm
»192.168.100.1/cmConfig.htm
»192.168.100.1/cmLogs.htm
»192.168.100.1/cmOpenSource.htm
»192.168.100.1/cmHelp.htm

Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.3-SCM03-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.
Hardware Version: 7.0
Firmware Build Time: Aug 18 2011 10:27:53
--
Phillip M. Dampier
Editor, Stop the Cap!
»stopthecap.com

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 10:56:09 EDT

Fleeced posted : I don't know, it's a barely a forming theory right now.

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 10:43:02 EDT

bluepoint posted : Can you please expand more on why could this have happened because of billing? Like what you said, it should not matter. Why would there be a configuration mistake? Or is it intentional?

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 10:38:39 EDT

Fleeced posted : Because of the way the billing system works. I don't think it matters, but I've never actually really looked into the issue, and really don't have a way to look into it without examples.

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 10:33:37 EDT

bluepoint posted :

said by Fleeced:

That's got me wondering something. I know that you can provision a D3 modem as a gateway or a modem, and I'm wondering if someone provisioned it as a gateway which may or may not cause the error. Also, phone agents do not directly control firmware on modems, most of that is automatic, and most agents don't know how it works (or really care because they can't control it). OP, where is your account located?

e: I would go into the support forums on here and see if an agent can access the account and see how the modem is provisioned - Either as a gateway or an actual modem, I'm curious now.

An SB6141 is just a bridge modem, why would it be provisioned as a modem/router? It's not like the modem is not an approved modem that TWC doesn't know about. Why would it be sent the wrong config file?

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 10:16:02 EDT

Fleeced posted : That's got me wondering something. I know that you can provision a D3 modem as a gateway or a modem, and I'm wondering if someone provisioned it as a gateway which may or may not cause the error. Also, phone agents do not directly control firmware on modems, most of that is automatic, and most agents don't know how it works (or really care because they can't control it). OP, where is your account located?

e: I would go into the support forums on here and see if an agent can access the account and see how the modem is provisioned - Either as a gateway or an actual modem, I'm curious now.

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 10:11:00 EDT

bluepoint posted : But how do we know that's really what happen? It's hard to believe of what TWC claims if it's true. Any files they send to us are tested and verified I would believe. Anything less is incompetency and deserved to be fired.
If TWC do not correct these subscribers owned modem control then it must be reported to the appropriate government agency.

Re: SB6141 Can't access modem config manager

Sat, 27 Oct 2012 08:54:41 EDT

kilrathi posted : This has nothing to do with sb 6141 not being compatible, they simply sent wrong config to the modem, setup the account/provisioning incorrectly.

Re: SB6141 Can't access modem config manager

Fri, 26 Oct 2012 20:01:11 EDT

anon posted : It should not really matter if the cause is time warner or not since they approved this modem or should I say listed it as one of their approved modems, that makes them responsible for the problems that people are having, no way to deny that . If the modem is known to have problems then they should not be approving it. perhaps they should do more an better testing before recommending this product to their customers which then go out and purchases it and are stuck with a product that does not work properly.

Re: SB6141 Can't access modem config manager

Tue, 23 Oct 2012 12:39:22 EDT

cramer posted : I am an Earthlink subscriber. Us poor schmucks don't have access to wideband -- and don't pay a modem rental anyway. I've not seen or heard of an owned or rented modem being locked in Raleigh -- D2 or D3. (I've heard the complete opposite out of CLT, but my sister's Ambit modem accepts the well known defaults. I have not accessed those other people's modems.)

I don't know of anyone having this specific issue in NC, but there hasn't been a run on modems around here, but both RDU and CLT markets have accepted customer owned modems for many years without issue or delay -- call support, read off the mac, and you're live in seconds. Also, no one in the area sells the 6141, 6580 sure -- Best Buy has had shelves of 6140s for months (which, of course, no one will buy.) The boot-modem-disconnected method has worked for many people, for a long time, unrelated to provisioning problems. (of course, the config can change any of those settings.)

Re: SB6141 Can't access modem config manager

Tue, 23 Oct 2012 12:07:50 EDT

bluepoint posted :

said by hobgoblin:

If beer counts as medication then yes.

Hob

Noooooooo!!! Then you will be grumpier. :D

Re: SB6141 Can't access modem config manager

Tue, 23 Oct 2012 12:04:54 EDT

hobgoblin posted : "What a grumpy old men! Need a medication?"

I was actually trying to get some information to facilitate a fix. Hard to do with threats of a class action law suit and assumptions.

If beer counts as medication then yes.

Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson

Re: SB6141 Can't access modem config manager

Tue, 23 Oct 2012 11:58:22 EDT

bluepoint posted :

said by hobgoblin:

said by bluepoint:

I think he said the 6141 block is similar to the 6580, I assume that's what he have. :)

I am specifically asking whether he is experiencing it in NC.
I do not require assumptions, thank you

Hob

What a grumpy old men! Need a medication? :D
But how was he able to disconnect the cable and was able to configure the modem if he didn't experience the block out?

Re: SB6141 Can't access modem config manager

Tue, 23 Oct 2012 11:23:58 EDT

hobgoblin posted :

said by bluepoint:

I think he said the 6141 block is similar to the 6580, I assume that's what he have. :)

I am specifically asking whether he is experiencing it in NC.
I do not require assumptions, thank you

Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson

Re: SB6141 Can't access modem config manager

Tue, 23 Oct 2012 09:12:20 EDT

tragik74 posted : i didn't receive any update from twc. i think both modem have the same firmware.

Re: SB6141 Can't access modem config manager

Tue, 23 Oct 2012 09:03:08 EDT

bluepoint posted : I think he said the 6141 block is similar to the 6580, I assume that's what he have. :)

Re: SB6141 Can't access modem config manager

Mon, 22 Oct 2012 22:44:03 EDT

hobgoblin posted :

said by cramer:

Class action suits rarely benefit the wronged, but they do such a great job of pissing off the bad company. Will TWC fix their crap... eventually, maybe even before a regulatory agency takes notice.

Do you have the same issue in NC?

Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson

Re: SB6141 Can't access modem config manager

Mon, 22 Oct 2012 22:26:05 EDT

cramer posted : Class action suits rarely benefit the wronged, but they do such a great job of pissing off the bad company. Will TWC fix their crap... eventually, maybe even before a regulatory agency takes notice.

Re: SB6141 Can't access modem config manager

Mon, 22 Oct 2012 22:24:49 EDT

kilrathi posted : Password to access 6141 status means they uploaded wrong config meant most likely for 6850, I think I heard of this before, I just wonder if there is a true way to fix this, you tried doing a reset right? problem is 6141 doesnt have physical button to do hard reset as normally its done through the status configuration page. TW blocking access to 6141 is a mistake on their end and also prevents u from being able to do hard reset of the modem as well. Very bad situation.

Re: SB6141 Can't access modem config manager

Mon, 22 Oct 2012 22:00:50 EDT

hobgoblin posted : "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
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson

Re: SB6141 Can't access modem config manager

Mon, 22 Oct 2012 21:53:48 EDT

cramer posted : 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.

Re: SB6141 Can't access modem config manager

Mon, 22 Oct 2012 21:37:18 EDT

bluepoint posted :

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?" :mad:

Re: SB6141 Can't access modem config manager

Mon, 22 Oct 2012 19:40:56 EDT

swintec posted : 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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Re: SB6141 Can't access modem config manager

Mon, 22 Oct 2012 19:36:41 EDT

adrman posted :

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?

Re: SB6141 Can't access modem config manager

Mon, 22 Oct 2012 19:06:15 EDT

skj posted : 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.
--

Reality is the leading cause of stress among those who are in touch with it.--Jane Wagner

Re: SB6141 Can't access modem config manager

Mon, 22 Oct 2012 18:21:58 EDT

anon posted : 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 !