Topic '[TWC] Time warner cable and Motorola Surfboard 6141' in forum 'Time Warner Internet Services' - dslreports.com

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

Wed, 27 Mar 2013 11:08:55 EDT

lml2000 posted : I have a Motorola Surfboard 6121. Purchased it in Sep to avoid paying TWC its high lease fee. Never had any problems . . . until yesterday. Noticed there was on Internet connection. Globe light completely out. Notwithstanding, downstream indicator was solid green, upstream indicator was a blinking blue.

Tried a reboot. Not successful. Rebooted router. Not successful. Call TWC tech. Tech said my modem was "offline." Said problem was with my wiring. Asked what wiring -- internal or external. Said pretty sure it was my modem. So, switched date connection over to TWC's Arris modem, which I was using for TWC digital phone.

Plan to contact Motorola for warranty support, but still have to question whether problem is @ TWC end. Neighbor across street told me last evening that their Internet was also out yesterday.

Any insight would be appreciated. TIA.

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

Mon, 25 Mar 2013 23:18:09 EDT

bradenmcg posted : Oddly, I have the same modem and firmware that everyone has been complaining about, and I don't have the DHCP renew issues.

Instead I get this:


Mar 25 2013 08:23:58   6-Notice          MDD Recovery following MDD Loss;CM-MAC=3c:75:4a:f2:2d:49;CMTS-MAC=00:01:5c:33:0b:1e;CM-QOS=1.1;CM-VER=3.0;
Mar 25 2013 08:23:57   5-Warning  T202.0   Lost MDD Timeout;CM-MAC=3c:75:4a:f2:2d:49;CMTS-MAC=00:01:5c:33:0b:1e;CM-QOS=1.1;CM-VER=3.0;
Mar 25 2013 08:23:57   5-Warning          DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=3c:75:4a:f2:2d:49;CMTS-MAC=00:01:5c:33:0b:1e;CM-QOS=1.1;CM-VER=3.0;

Shows up maybe once every 10-15 days from what I can see. Modem has been up for 97 days without a reboot.

However, I'm getting terrible latency spikes and speed issues that are affecting Xbox gaming as well as web surfing. This is much more irritating than some log entries...

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

Mon, 18 Mar 2013 15:11:05 EDT

kw posted : If you notice the reboots, they occur randomly on 12-hour increments. It would be hard to pick a time since it's seemingly "random".

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

Mon, 18 Mar 2013 15:07:03 EDT

scotsman1000 posted : Yes I see what you mean about the disconnection every 3.5 days. Here's my log:


�Fri Mar 08 13:04:35 2013 �	�Critical (3)�	�DHCP RENEW FAILED - Critical field invalid in response�
�Fri Mar 08 13:04:35 2013 �	�Error (4)�	��	�DHCP RENEW sent - No response for IPv4;CM-MAC=00:1c:7b:e4:xx:...�
�Tue Mar 12 01:04:48 2013 �	�Critical (3)�	�DHCP RENEW FAILED - Critical field invalid in response�
�Tue Mar 12 01:04:48 2013 �	�Error (4)�	��	�DHCP RENEW sent - No response for IPv4;CM-MAC=00:1c:7b:e4:xx:...�
�Fri Mar 15 13:05:02 2013 �	�Critical (3)�	�DHCP RENEW FAILED - Critical field invalid in response�
�Fri Mar 15 13:05:02 2013 �	�Error (4)�	�	��DHCP RENEW sent - No response for IPv4;CM-MAC=00:1c:7b:e4:xx:...�

I must say though that I haven't noticed it yet because on Friday pm I am at work and Tueaday am I am asleep. This is annoying, but not even close to how annoying the Motorola 6141 was with it's unpredictable cut-outs. Having lived with both the Zoom is so much better in my situation.

Perhaps the answer is to plug the modem in at a judicious time so that the DHCP renews at times that are non-critical?

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

Mon, 18 Mar 2013 14:36:04 EDT

kw posted : There's a well documented thread on here regarding it. The short of it is, when the modem goes to renew its DHCP lease from Time Warner's network it fails. The modem "recovers" by rebooting.

So if you got a new modem and hooked it up on Monday at 8:00pm, three days later (or at whatever interval the modem renews its IP address), it will reboot itself.

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

Mon, 18 Mar 2013 12:56:25 EDT

tonyram57 posted : I was going to get the Zoom. What was wrong with it?

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

Mon, 18 Mar 2013 08:05:04 EDT

kw posted :

said by tonyram57:

That sucks. Have you had any problems with the modem since the downgrade? Still can't believe that they will downgrade the firmware to something buggy yet they won't update to something that works.

It drops every so often. I had a Zoom 5341J that I returned for the same reason. Guess I'm stuck with intermittent service until it sees a firmware update.

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

Sun, 17 Mar 2013 00:36:08 EDT

tonyram57 posted : Your right. I usually only call Level 3 for support but even they are wrong about pushing firmware updates. They say to get them from Motorola which is wrong. Lets just hope TWC pushes 1.0.6.10 to all Motorola modems leased and owned.

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

Sat, 16 Mar 2013 23:51:13 EDT

hobgoblin posted :

said by UKEE:

Goes to show that they do indeed send out firmwares to customer owned modems, no matter what bullcrap that the CSR's give over the phone/chat. Not surprising!

Modem Firmware updates are way out of the wheelhouse of any CSR or chat employee you may talk to.

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

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

Sat, 16 Mar 2013 16:08:24 EDT

UKEE posted : Goes to show that they do indeed send out firmwares to customer owned modems, no matter what bullcrap that the CSR's give over the phone/chat. Not surprising!

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

Sat, 16 Mar 2013 13:16:56 EDT

tonyram57 posted : That sucks. Have you had any problems with the modem since the downgrade? Still can't believe that they will downgrade the firmware to something buggy yet they won't update to something that works.

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

Sat, 16 Mar 2013 13:03:24 EDT

kw posted :

said by tonyram57:

Wait you are telling me that they downgraded your firmware to the buggy 1.0.6.3 yet they won't update it to the newest. They are the worst. What firmware did you have on there and was it the white retail modem. I have the white retail after exchanging it for the black that came with 1.0.6.3. The white retail has 1.0.6.8 and I hope they don't' downgrade it to 1.0.6.3.

I mentioned that earlier in the thread.

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

I have the white one.

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

Fri, 15 Mar 2013 14:01:53 EDT

tonyram57 posted : I am telling you Comcast users have got it made. They got tons of modems that they can choose from to purchase and Comcast even supports them by updating their firmware.

Time Warner on the other hand support a pathetic tiny bit of modems and they won't update their firmware but they sure will downgrade it to a buggy version. They really want you to lease there modems do they.

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

Fri, 15 Mar 2013 13:58:43 EDT

tonyram57 posted :

said by kilrathi:

Well lesson is not to buy newer modem that you know has newer firmware that fixes bugs on the one twc uses on same model modems because twc will just downgrade ur modem without warning.

Well TWC will refuse to give me a DOSCIS 3.0 modem because I don't have there Turbo service and the DOSCIS 2.0 modems give me problems because they keep randomly changing the downstream and upstream channels multiple times a day which causes the connection to disconnect for a few seconds causing havoc when streaming music.

If I do go down to the TWC headquarters and get a 3.0 modem when a tech comes to my house he will just swap it for a 2.0 modem. I don't want to change from Earthlink to TWC Turbo and pay over $30 more a month. I am happy with my 15/1 speeds.

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

Fri, 15 Mar 2013 13:55:28 EDT

kilrathi posted : Well lesson is not to buy newer modem that you know has newer firmware that fixes bugs on the one twc uses on same model modems because twc will just downgrade ur modem without warning.

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

Fri, 15 Mar 2013 13:24:16 EDT

tonyram57 posted :

said by kw:

Bumping an old thread, but my modem has reverted backwards to the old firmware. I'm showing the 1.0.6.3 stuff now.

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

Fri, 15 Mar 2013 12:33:38 EDT

kw posted :

said by kilrathi:

lol so u got downgraded by the isp

Yes, on a customer-owned modem.

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

Thu, 14 Mar 2013 21:51:02 EDT

kilrathi posted : lol so u got downgraded by the isp

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

Thu, 14 Mar 2013 20:59:02 EDT

kw posted : Bumping an old thread, but my modem has reverted backwards to the old firmware. I'm showing the 1.0.6.3 stuff now.

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

Wed, 20 Feb 2013 15:46:19 EDT

scififan68 posted :

said by scotsman1000:

A mystery indeed, but so far so good with my zoom 5341.

scotsman1000, with my Zoom 5341J it disconnects every 3.5days (halfway through the dhcp lease of 7 days) but recovers, which is annoying. They thought it was a coding issue with mac addresses but I am waiting to see if that's it or not, but I doubt it. I tested a dhcp renewal and it still fails to contact the DHCP server. Have you noticed such issues with your Zoom, check here after logging into the modem: »192.168.100.1/RgEventLog.asp look for errors such as "DHCP RENEW FAILED - Critical field invalid in response" and "DHCP RENEW sent - No response for IPv4;CM-MAC=".

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

Wed, 20 Feb 2013 13:53:38 EDT

scotsman1000 posted : A mystery indeed, but so far so good with my zoom 5341. The second engineer recommended an Ubee modem, but these were hard to find online. The simplest answer would be to allow end users to update their own firmware, but there are other problems with this I know.

I think the moral off the story is that it is all a bit of hit and miss with DOCSIS 3.0, and sometimes you just have to try a few different things on your own before everything works.

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

Tue, 19 Feb 2013 14:52:48 EDT

kw posted :

said by scotsman1000:

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.

I had to burst your bubble, but I had nothing but issues with my 5341. I actually sold it and bought a 6141.

Luckily, I have a newer firmware than you in mine, so I haven't had any issues.

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

Tue, 19 Feb 2013 14:14:55 EDT

scotsman1000 posted : 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.

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

Tue, 19 Feb 2013 08:01:18 EDT

kw posted : 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.

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

Mon, 18 Feb 2013 21:57:29 EDT

Earthlinky posted : 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.

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

Mon, 18 Feb 2013 21:35:39 EDT

RySean posted : 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...

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

Mon, 18 Feb 2013 21:33:17 EDT

Earthlinky posted : 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.

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

Mon, 18 Feb 2013 20:58:54 EDT

RySean posted : 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:-/

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

Mon, 18 Feb 2013 20:32:48 EDT

Earthlinky posted : 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.

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

Mon, 18 Feb 2013 19:29:17 EDT

UKEE posted : 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.

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

Sun, 17 Feb 2013 17:00:55 EDT

Earthlinky posted : 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.

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

Sun, 03 Feb 2013 10:43:47 EDT

dowop posted : OK. Thank You

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

Sun, 03 Feb 2013 10:31:11 EDT

kw posted :

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.

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

Sun, 03 Feb 2013 04:00:36 EDT

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

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

Fri, 01 Feb 2013 08:32:55 EDT

jimk posted : 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).

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

Fri, 01 Feb 2013 06:20:02 EDT

excelx posted : I will give them a call tomorrow morning and find out, thank you! :)

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

Fri, 01 Feb 2013 04:47:36 EDT

motorola870 posted :

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.

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

Fri, 01 Feb 2013 03:22:27 EDT

cmhuber posted : 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.

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

Fri, 01 Feb 2013 02:56:22 EDT

excelx posted : 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 )

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

Fri, 01 Feb 2013 02:36:29 EDT

cmhuber posted : 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!

6141 signals taken 01-31-13

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

Fri, 01 Feb 2013 01:09:25 EDT

jimk posted :

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.

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

Fri, 01 Feb 2013 00:28:13 EDT

excelx posted : 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...

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

Thu, 31 Jan 2013 20:15:34 EDT

kw posted :

said by dowop:

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

Was it configured wrong?

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

Thu, 31 Jan 2013 12:24:14 EDT

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

Was it configured wrong?

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

Wed, 30 Jan 2013 12:13:51 EDT

anon posted : PROBLEM RESOLVED

SOLUTION: Restored Linksys E2000 to factory defaults.

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

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

Wed, 30 Jan 2013 12:03:04 EDT

kw posted : My levels look just about the same.

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

Wed, 30 Jan 2013 09:32:02 EDT

anon posted : 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.

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

Tue, 29 Jan 2013 23:28:19 EDT

motorola870 posted :

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.

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

Tue, 29 Jan 2013 19:44:17 EDT

anon posted : to motorola870

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

Tue, 29 Jan 2013 18:51:23 EDT

motorola870 posted :

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?