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taznumber1

join:2003-12-26
reply to kilrathi

Re: [TWC] Time warner cable and Motorola Surfboard 6141

I have a 6141 and I am running the same of SB_KOMODO-1.0.6.3-SCM03-NOSH which I believe is TW default firmware for 6141 customer owned equipment.

I also have the same setup using a 6141 with airport extreme.



Ping

@rr.com
reply to kw

Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.8-SCM01-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3
Hardware Version: 7.0
Serial Number: 374781234224574309020022
Firmware Build Time: Aug 30 2012 15:35:46

I've been talking to tech support for almost a week, I have the extreme package, but I am only getting 2up and 30 down. Three different modems and TWC can't get my upstream speeds up. I'm in northeast Ohio.

Any help folks?



motorola870

join:2008-12-07
Arlington, TX
kudos:3

said by Ping :

Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.8-SCM01-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3
Hardware Version: 7.0
Serial Number: 374781234224574309020022
Firmware Build Time: Aug 30 2012 15:35:46

I've been talking to tech support for almost a week, I have the extreme package, but I am only getting 2up and 30 down. Three different modems and TWC can't get my upstream speeds up. I'm in northeast Ohio.

Any help folks?

the only thing I can think of is upstream utilization issues with an overloaded channel or signal issue can you post your signal stats at 192.168.100.1?


Ping

@rr.com

Click for full size
to motorola870


motorola870

join:2008-12-07
Arlington, TX
kudos:3

said by Ping :

to motorola870

hm your upstream is 38dBmv for power level which is a little low but not too far from 40dBmv which is a lower end of the recommended range for upstream power levels. I don't think your having a noise issue which would make your upstream channel change to only QAM16.

I think your problem is an over utilized upstream channel (overcrowded) I think channel bonding would help possibly if your node is not maxing out on all of the channels. My area is bonding 4 upstream channels right now. I would assume that upstream bonding will come to your area sometime this year or next.


Ping

@rr.com

This has gone on for a week. I am paying for 30/5 and getting 30/2. The techs Arris Gold modem did 50/5, but my sb6141 and two other DOCSIS 3 modems will not get me 30/5 - I'm not a techie, and tier 3 tells me I am "the only one with this problem", at last contact ( yesterday ) I was told this was being bumped to engineering. All I know is I'm not getting what I'm paying for - and I own the modem and do not lease it.



kw
Premium
join:2004-06-12
New Albany, OH
kudos:6

Click for full size
My levels look just about the same.


Ping

@rr.com

PROBLEM RESOLVED

SOLUTION: Restored Linksys E2000 to factory defaults.

My thanks and appreciation to the patients techs at Time Warner Cable.


dowop

join:2012-10-30
Cortland, OH

I just had my 6141 installed. It says under configuration IPv4 Only.

Was it configured wrong?



kw
Premium
join:2004-06-12
New Albany, OH
kudos:6

said by dowop:

I just had my 6141 installed. It says under configuration IPv4 Only.

Was it configured wrong?

No


excelx

join:2004-07-06
Los Angeles, CA
reply to Scotsman

I have the same modem motorola 6141 and under Downstream power level it reads -18 dBmV! ( used to be -4 ) it got all messed up after the 15/1 upgrade...



jimk
Premium
join:2006-04-15
Raleigh, NC
Reviews:
·Time Warner Cable
·voip.ms

said by excelx:

I have the same modem motorola 6141 and under Downstream power level it reads -18 dBmV! ( used to be -4 ) it got all messed up after the 15/1 upgrade...

A downstream of -18 dBmV is way out of range. If you ever have service issues, this is almost certainly why.

cmhuber

join:2001-11-16
San Diego, CA
reply to Scotsman

Click for full size
6141 signals taken 01-31-13
Just an FYI to all on this thread: I have had endless issues with "peak time" slowdowns and also random poor speeds at various times/days. I routinely bypass my wireless and hard connect to router. Likewise, I direct connect to modem. Regardless, speeds are simply inconsistent and very low for a few days each month.

I purchased a 6141 running SB_KOMODO-1.0.6.3-SCM03-NOSH
three weeks ago and continue experiencing the same issues with intermittent slow speeds.

A TW tech came out again today, saw my new 6141 and immediately told me (yes, an actual quote) "Your modem is the problem. It cannot handle higher speeds." He then advised me to purchase a 6580. I asked him to quickly pack his $hit and leave.

Unbelievable!


excelx

join:2004-07-06
Los Angeles, CA
reply to jimk

the main line coming from pole to our house it's like 100 years old lol
( 18 years ) they would probably charge us alot if replaced...
weird thing is that everything was fine before the 15-1 upgrade ( was 10-1 )


cmhuber

join:2001-11-16
San Diego, CA

Things could be different here in San Diego, but they came out and dug up and replaced the cable from the pole (at street) to the house for FREE.



motorola870

join:2008-12-07
Arlington, TX
kudos:3
reply to excelx

said by excelx:

the main line coming from pole to our house it's like 100 years old lol
( 18 years ) they would probably charge us alot if replaced...
weird thing is that everything was fine before the 15-1 upgrade ( was 10-1 )

have had the drop from the tap replaced a few times due to various issues and it was free TWC owns line up until your demarcation point at your house. and it was free each time.


excelx

join:2004-07-06
Los Angeles, CA

I will give them a call tomorrow morning and find out, thank you!



jimk
Premium
join:2006-04-15
Raleigh, NC
Reviews:
·Time Warner Cable
·voip.ms
reply to excelx

I agree with everyone else that it should be free. I know policies are different depending on where you are, but I personally have never heard of TWC charging someone for this kind of issue.

It is really in their best interest to replace old out of spec cables and connectors. Depending on the situation, bad cables and connectors can cause signal ingress leading to difficult to troubleshoot problems for you and other even subscribers. Not saying that this is happening... but it can.

When they see those signals, I suspect they will immediately send a tech no questions asked. Most modems spec the operating range as -15dBmV to +15dBmV, and most cable operators list their acceptable range as -10dBmV to +10dBmV (this is done to improve reliability - it is not good to run right at the low or high side of the spec for a few reasons, one of them being that the signal can change slightly throughout the day, leading to intermittent service loss when it goes too far out of spec).


dowop

join:2012-10-30
Cortland, OH
reply to Scotsman

My 6141 is listed as a Comsonics Docis3 on Timewarner my services.Just wondering why Comsonics?



kw
Premium
join:2004-06-12
New Albany, OH
kudos:6

said by dowop:

My 6141 is listed as a Comsonics Docis3 on Timewarner my services.Just wondering why Comsonics?

Their system reads the MAC address and automatically fills it in. My Zoom branded modem also read as a Comsonics.

dowop

join:2012-10-30
Cortland, OH

OK. Thank You


Earthlinky

join:2013-02-15
Forest Hills, NY
Reviews:
·Earthlink Cable ..
reply to kilrathi

Same issue spotted on numerous threads. This doesn't appear to be related to this cable modem at all.

I was thinking I should buy one of these to replace my existing modem but then came across this thread and it doesn't help with the problem.

Still having issues with my cablemodem service but it is definitely the cable plant and I am not going to upgrade modems at this point.

Waiting for Verizon FIOS to come out. The cable plants seem to be oversaturated.



UKEE

join:2012-05-14
Lexington, KY

Maybe OT but found this in the hardware forum under Motorola...

said by RySean:

There's a new firmware update for Time Warner cable for the SB6141, apparently as of today :-D It's SB_KOMODO-1.0.6.10-SCM00-NOSH according to the TWC rep I talked to. They said they couldn't push it manually, but it would be rolling out over time. Hopefully that doesn't exclude mine which is owned by me rather than rented.


Earthlinky

join:2013-02-15
Forest Hills, NY
Reviews:
·Earthlink Cable ..

Probably fixes the disconnection issue customers are having with it.

Someone invents the logic and firmware, then they issue patches on bugs as they occur. Happens all the time.

But this is good news as it solidifies the SB6141 as the modem of choice for Time Warner Cable.

I don't see how the system can distinguish between rented and consumer owned modems.


RySean

join:2013-02-18
San Diego, CA

Well, I spoke to TWC reps over the phone afterwards (it was an online rep who confirmed that new FW version) and they kept insisting that TWC doesn't put out FW to modems at all, whether or not they are customer owned. Admittedly, I kept ending up with Level 1 Tech Support morons who barely understood what I was asking. They kept telling me that the only way to get new FW was from Motorola and didn't seem to understand that Motorola doesn't do FW updates to end users. I'll try calling again another day to see if I can talk to someone intelligent and get an update on when that will finish rolling out. Or if someone else wants to give it a shot, please do and let me know. I'm still stuck on version SB_KOMODO-1.0.6.3 for now and I'm getting T3 and T4 timeouts all the time which causes modem reboots:-/


Earthlinky

join:2013-02-15
Forest Hills, NY
Reviews:
·Earthlink Cable ..

Time Warner's personnel are a bunch of idiots. Even in Time Warner Direct forum they said they were transferring me to level 3 but someone from Customer Relations tried to contact me.

I am convinced Time Warner is a horrible ISP. Starhub in Singapore, Virgin Media in the UK, even Cablevision in the USA and Verizon FIOS are far superior just to give examples of some. Unfortunately in my area my choices are 2 lousy cable providers.

I wish NYC would not renew Time Warner as a franchise and would hand over the business to another firm.

I will be contacting NYC DOITT letting them know my displeasure. But alas its all I can do.


RySean

join:2013-02-18
San Diego, CA

Same, my only options are TWC and AT&T :-( AT&T has even slower speeds (I have 50/5 with TWC, and AT&T only offers 24 down as a max). Plus AT&T has download caps. Stupid duopolies...


Earthlinky

join:2013-02-15
Forest Hills, NY
Reviews:
·Earthlink Cable ..

I just wrote my email to them addressing my displeasure. Not that it will be taken seriously. Corporations own NYC's infrastructure and they don't make the city better, they are just spheres of influence of power and profit.

I don't see anything changing in regards to the communications networks here in NYC. It is just larger power grabs.



kw
Premium
join:2004-06-12
New Albany, OH
kudos:6
reply to Scotsman

Here's what you do, and it's pretty simple:

1. Sell your old modem
2. Buy a new modem

That's really your only options. TWC doesn't care, and no amount of complaining is going to change it.


scotsman1000

join:2013-02-08

So after multiple visits by engineers, and multiple phone calls, I finally purchased a Zoom 5341 modem to replace the Motorola 6141 (& 6121 for that matter). No slowdowns or disconnections since. My verdict is that my specific combination of Motorola, TWC, and the line into my house is not compatible. Noisy line, old firmware, who knows, but I am done with Motorola for now.