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Lexington, KY

2 edits

[Equipment] Does Insight push firmware updates-Lexington, KY

for customer supplied modems? The reason that I ask is that I just purchased a new Motorola SB6141 and it's working fine. However, after reading about some disconnect issues on the TW forum and the fact that TW has told them that they will not push a firmware update for the unit unless supplied by TW has me wondering if if Insight (now a part of TW) does the same thing?

Anyone have a SB6141 that they can post the firmware from?

Here is mine...
Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-
Boot Version: PSPU-Boot(25CLK) 1.0.12.
Hardware Version: 7.0

From what I've read,, and have all been released since the version that I have listed (with starting around October of 2012 and December of 2012).

Thanks for any information in advance.


Lexington, KY
Well, one of the things the newer firmware seems to prevent is rebooting because of T4 timeouts. It will bond to the remaining channels without a reboot. The firmware that my unit has went through a reboot because of this.

Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to T4 timeout ;CM-MAC=38:6b:bb:b3:10:67;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

Jan 14 2013 03:54:55 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:6b:bb:b3:10:67;CMTS-MAC=00:01:5c:23:74:cb;CM-QOS=1.1;CM-VER=3.0;

Jan 14 2013 03:54:32 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=38:6b:bb:b3:10:67;CMTS-MAC=00:01:5c:23:74:cb;CM-QOS=1.1;CM-VER=3.0;

Jan 14 2013 03:54:25 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:6b:bb:b3:10:67;CMTS-MAC=00:01:5c:23:74:cb;CM-QOS=1.1;CM-VER=3.0;

Come on Insight/TW...just push a new SB6120/SB6141 firmware.....please!

Any Insight / TW techs out there that can talk about this?


reply to UKEE
Yes, all cable providers have the ability to update/push firmware updates to customer supplied modems. There are few catches to this though.

If and when a vendor releases a new firmware, they usually send bulletins or updates to the company they are doing business with. It is really up to the provider to decide if they want to update the modems firmware. Most places operate on a if it isn't broken then don't fix it philosophy. When I say this, if the firmware is not resolving a bug or really adding any thing that will enhance the customer's experience or the modem's operation then there is no reason to update it. If it is decided to be deployed, most "responsible" providers will test the firmware in a lab environment before releasing it. If this is a needed implementation to resolve issues then it could be done rather fast or put on the back burner if it is not urgent.

You can imagine what "bad things" could happen if several thousands of modem firmwares were updated and the new firmware caused problems. I cannot offer any advice directly to your modem but I hope I was able to offer some information regarding the process and why you might not be seeing a new firmware yet.


Lexington, KY

4 edits
I understand the idea and have read and thought about that before. With that said, has Insight ever pushed a firmware? Seems that others such as Comcast, Cox, etc. are pushing the newer Motorola firmwares with better results, especially in the T4 timeout area and modems rebooting. I guess the Motorola updates could be cosmetic.

Question remains...has Insight even taken a look? Time Warner, Insight's parent company, apparently does not push updates either (from reading their board).

With all that said, I'm starting to wonder if the Motorola DOCSIS 3 modems are as good as the previous generations as there seems to be more issues, especially T3/T4 timeouts and sensitive to signals than previous generations. Not sure if a firmware fix corrects any of it or not. There are 3 updates available for this one since it was released in 2011.

I have spoken to Insight's tech about this issue. I told him that it's not a big issue, just an occasional reboot because of T4 timeouts. The tech sent out a truck yesterday and after reading signals inside and outside the house, it was determined that the signals at the connection outside (tap for neighborhood) were not good enough to get the cable modem signal between 7.5 and -7.5db. He called in and the guy he talked to said that the signals were good enough to run on though (he was very frustrated at that answer). He proceeded to remove the old phone modem from the circuit and put a booster in my house and boosted my 4 - bonded downstream lines from -10 / - 12dB to +3/+5dB. After rebooting a few times and resetting the cable modem configuration, it finally dropped the T4 timeout error on the 3rd upstream channel. However, one reboot later and the T4 came back and we were not able to get the T4 error to clear again. He told me that I could move my modem downstairs and shorten the cable (RG6 straight off the splitter to the modem with a length of about 80 feet) and that might help improve this situation.

I'll talk to the tech again tomorrow to give my findings and take it from there.

For the record, I was very surprised and happy with the Insight tech call as well as the guy in the truck. Hopefully, if there is any signal issue for my entire neighborhood, they can roll a maintenance truck to fix it and then possibly discuss any future upgrades with the firmwares.


Lexington, KY
Insight tech called back and didn't give much more of an answer. I told them about my continued T4 timeout on the 3rd upstream channel. He basically told me that was bad but didn't elaborate how or if it could/would be fixed or if it even mattered much other than it was bad. Said that he would give me a follow-up call on Tuesday or Wednesday after he discusses firmware updates with the Insight crew there, FWIW. I don't expect much out of it but at least someone is thinking / talking about it.

With that said, the issue, however minor (every few days a reboot) is still there. I still appreciate the fact that they have even responded to me at this point.


Lexington, KY
Well, the signals are now better and the modem will bond with all channels (4 down and 3 up) but the Channel 4 on upstream (1, 2 and 4) is at 50db which, IIRC, is running high.

As for a firmware update, I was told that Insight does not update any customer modems and that, as of now, they do not support Motorola modems at all.

I put a bug in their ear but I don't think the technician can do anything with it...need higher ups to push something like this.

Regardless, as of now, everything is OK. I'll monitor the situation. Would seem that it could be very beneficial if Insight updated EVERYONE's modem, regardless of ownership but I do understand that if something went wrong, they could be in a mess.


Lexington, KY

2 edits
Small update: I went 19 days between reboots.

Decided (long ago actually) that I wanted to move the modem and router from the upstairs bedroom to downstairs family room. Once I did this (removing about 100 feet of RG6 cable in the process), the booster was pushing the upper limits of the downstream (12 to 13dbmV). I removed the booster and now the 4 downstream channels are running between -1 to -3dbmV. The upstream channels have went from 48 to 50dbmV to 46 to 47dBmV.

With that said, the T4 timeout has now returned (was stable with the new configuration for 3 days before I rebooted it, lol). I have now rebooted several times and the T4 just keeps happening, even with the better signals.

I might throw the booster back in there just to see what happens.

I still suspect that I would never see the T4 timeouts if the modem firmware were upgraded (which would avoid the reboots from what I understand).

Oh well.....off to put the booster back.

Edit: Booster back in an no T4 timeout. Downstream running 11 to 12dBmV. Upstream 46 to 48dBmV.