| [LA] Cox being difficult yet again Back in 2010, I purchased the Motorola SB6120 from Cox and upgraded to the premier internet service. The modem would drop connection every 30 minutes right on the dot. I had 7 different technicians from Cox evaluate the problem and none of them were able to resolve the issue. So, I canceled the service and went back to using my DOCSIS 2.0 modem.
A few years have passed, I'm hoping Cox has resolved the system issues, and I so want to give premier service another shot. I called Cox and had them register my DOCSIS 3.0 modem again, and asked them to push the latest firmware to my modem. The first tier tech support told me to call Motorola and ask them to do it. I asked to be forwarded to tier 2 tech support, and he came back on the line saying his supervisor said they don't push firmware to modems. I insisted I be forwarded to the next level of tech support, and so he sent on over. The next level of support told me they could push the firmware to my modem but it would cost me $100 and an additional $14.99 a month, and that they would need to remote into my desktop. Last time they pushed firmware to the modem, they were able to do it over the network. What gives?
Is there a way for me to get the latest firmware without having to pay Cox and egregious amount of money to click next a few times? |
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Azlen
join:2010-05-03
Peoria, AZ | I recently got a Motorola 6141 modem. The newest firmware was pushed to the modem a few hours after I hooked it up. I didn't even request it, it was just done. |
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| You got transferred to Cox Tech Solutions.
Sounds like they were trying to upgrade your router firmware. That is the why they need desktop access..
Just leave the 6120 hooked up and it will get upgraded automatically overnight.
Front line employees don;t do upgrades due to doing it wrong "could" brick a modem. |
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| reply to captainwin
register and pm your modem mac address to Coxtech1 |
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| reply to captainwin
Well, I dont think Cox is being difficult... unless you have a firmware that predates December 21, 2010. Cox never bothered to keep up with the 6120. In my experience, when you consider the modem in isolation from Cox plant issues that you have no control over, motorola got the 6120 right from almost the start.
Compare that to the DPC3010... which has always been an overly hot buggy mess. Too bad moxy's? dpc3010 fan model looks so atrocious. |
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| reply to Anonguy
Thanks. That's the kind of answer I'm looking for. I am surprised I had to explain the difference between modem firmware and router firmware to next level tech support staff... Are you guys looking for a job at Cox? You should both apply. |
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| As an aside, I did look into firmware updates for the SB6120 about 6-12 months ago. That's how I was aware of the lack of progress=>no firmware updates available. (bout to buy one of those white SB6141...didn't think the color could sell me but meh I'm weak) |
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1 edit | reply to ajwees41
Weird... the site says I can't be a new or unknown member if I want to IM someone. This account is over 2 years old!
EDIT: Message went through after I made this post. |
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 DrDrewSo that others may surf.
join:2009-01-28
SoCal
kudos:8 | reply to captainwin
What firmware version does your 6120 have?
Motorola has released a new version every 2-3 months for almost 5 years now. Most ISPs are at least 6 months behind motos latest release so they can test before they release (ie 2-3 releases behind).
--
Two is one, one is none. If it's important, back it up... Somethimes 99.999% availability isn't even good enough. |
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m8trix
join:2003-12-24
Phoenix, AZ
kudos:3 | reply to captainwin
the 6120 has been using the 1.0.5.1 for like the last 2 years |
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1 edit | Firmware Build Time: Dec 21 2010 15:52:06
Yikes. Yesterday it was a build from May... so I guess this is as good as it's going to get.
EDIT: Read my IMs. CoxTech1 was kind enough to follow through on pushing the latest firmware out to my modem. |
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| said by captainwin4:Firmware Build Time: Dec 21 2010 15:52:06
Yikes. Yesterday it was a build from May... so I guess this is as good as it's going to get.
EDIT: Read my IMs. CoxTech1 was kind enough to follow through on pushing the latest firmware out to my modem.
And what firmware was pushed out? |
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| Firmware Name: SB612X-1.0.5.1-SCM00-NOSH |
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 odogCable Centric Vendor BiasedPremium,VIP
join:2001-08-05
Atlanta, GA
kudos:9 | reply to captainwin
register and PM your modem MAC to me. I'll get you a newer version. |
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| There's a newer version than SB612X-1.0.5.1-SCM00-NOSH? |
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odogCable Centric Vendor BiasedPremium,VIP
join:2001-08-05
Atlanta, GA
kudos:9 | said by BillRoland:There's a newer version than SB612X-1.0.5.1-SCM00-NOSH?
indeed |
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| I went out and bought the SB6121 today. Any idea what I should enter to access the modem page? I've tried 192.168.0.100, 100.1, 0.1, and a few other combinations. |
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| 192.168.100.1 is the ip you need to log in to the modem. |
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| Ah, I get page cannot be displayed when I try to visit that address. I'll try rebooting everything I guess. |
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| Connecting the modem directly to the PC, the page comes up with 192.168.100.1. When the router is connected (EA6500), the page can't be displayed. Weird. |
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