US Cable Support → Comcast HSI > SBG6580 "Access Denied"

Re: SBG6580 "Access Denied"

I'm having the same exact issue that is being discussed here. Netdog I know you posted a few times. FOR THE LOVE OF GOD, DON'T RESET THIS MODEM!!! (I may have exaggerated a bit, for effect!) Unfortunately, I came across your message after it happened. I notice that between you and Netcool you guys have been helping the community a bunch. I PMed both of you hoping that one of you could help me.

Please Help!

Another successful fix! A million thanks

Same pm'd!

I am also having same issue, any help will be appreciated

Same problem as everybody else. Call Center has no idea, but pm'wd the nice dudes here to see if they can help. Might need to use an old modem.

We do what we can , I will ask the team that takes care of the devices in the field and get a status of the firmware fix..
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Comcaster.. Network Engineer with NETO

Okay..spent a few hours but decided to look here before calling..and lookie here, a major problem for a while, many are feeling my misery, and there is a glimmer of hope! It's a saga fit for straight to dvd! Help pls, pm'd, and thanks!
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DSLExtreme 6mb! Awesome!

Back in business. Thanks guys!

I'm having the very same issue. Was on the phone with comcast for hours. I'm wondering if you'll be able to help me out. Or if it's possible to simply call up comcast support and tell them what they need to do to get my internet back up and running.. So incredibly frustrated with low connectivity and drop outs with this old modem & router....

NetDog to the rescue! Great to see another DSLR ole-timer still bailing out lost souls like me! Thanks NetDog!
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DSLExtreme 6mb! Awesome!

Hi NetDog, I have SGB6580 from last two weeks I am speaking with Comcast but modem is not coming online (Globe light blinking)... they are saying modem is faulty..can u help me....can I send my mac id...?

Hello Nate Having the same issue as everyone else acess denied and blinkin globe. Can you give me a hand? At this point i had comcast drop off on of thete modems just to get thugs going.

Factory reset SBG6580, trying to overcome channel bonding issue (multi-channels not bonding on up and downlink). Reset resulted in solid green up/dn link LEDs, flashing "globe" internet LED. Status shows "Access Denied", only 1 each of up/dn links bonded.
Comcast of no help, from Tier 1. Eventually "we'll send a tech out (that may be at my own cost) to fix problem as resolution from Comcast. No thanks
Less than 12 hours after PMing Netdog with CM MAC, voila ... resolution. Thanks Netdog, one more Comcast customer saved more headaches. Nice to see there's someone out there with a drive to help the customer.

Hi NetDog, I have SGB6580 from last 4 days I am speaking with Comcast but modem is not coming online (Globe light blinking)... they are saying modem is faulty...I have already sent you a PM with MAC id. can u help me.. Thanks

Hello Everyone,

Hopefully I'm doing this (posting) correctly. I'm currently getting the same "Access Denied" that most people are receiving.

I have the SBG6580 which I've tried trouble shooting myself, reset at the request of Comcast, tried releasing and renewing IP address, and other advice I could find about the SBG6580.

It's only a month old, and I'm surprised about the issues. It was working great for a few weeks after activating a new account, and now it's consistently down and searching for a signal. The modem keeps trying to reboot (for a few days now), and Comcast says that it's not receiving the signal they're sending. Not sure what happened in just a few weeks.

Funny thing is that my the username and password I created was deleted somehow, and I had to login using the the admin username.

I was lucky enough to find this forum before taking the modem back or having comcast send someone out.

It really seems like the settings just aren't right.

Any advice would be very much appreciated, thanks!

Chilly in Wilmington, DE

Just some clarification, all light come on with the online light just blinking.

Can someone help me fix this issue?

Awesome, I'll send you an IM. Just realized that you sent one to me earlier. Thanks so much!

Hey Netdog,
I am having the same problem with the SBG6580 modem after reset it last night . Green globe icon blinking with "Access Denied" in the router log. Had two phone calls with tech support and none of them figured it out

Would you please help fix it? I will PM you the MAC address shortly.
Thanks!

MAC address sent via IM. Do I need to have the SBG6580 plugged in and connected for you to fix it? Thanks!

Chalk this one up as another success story! I went from readying to return the modem this morning to happy surfing the net at 50Mbps. Netcool and NetDog, you already know this, but I am going to say it again: You guys are AWESOME! Thank you!

Wow! NetDog Ok. that was fast! less than 10 minutes! You are my hero!

Thank you for this Wonderful Post! I was able to get online with my Modem thanks to Netcool. Netcool, Netdog and all involved...Thanks for helping the with this fix.

You Comcast guys are awesome on this board, thank you.

What REALLY bothers me is that the normal Comcast customer, who has this issue and doesn't find this site is screwed. They waste hours of time calling up Comcast and potentially having to pay out if pocket for a new router/modem because they think its faulty equipment. SHAME on whoever is making the executive decision to NOT inform tier1 customer service reps. That's not fair to tye customer base to blame equipment when it's
Obvious it's on the Comcast side. How is that legally allowed???!!!

I seem to be having the same issue - did a factory reset on SBG6580, now getting "Access Denied". I will PM my MAC to Netcool and Netdog. Thank you in advance for looking into this.

I am having the ACCESS DENIED issue with my SBG6580 too. I have been on 8 tech support calls including signature support, had two techs show up over the past week and a half, but nobody could help. Today alone, I am up to 5 hours spent so far. I sent Netcool and NetDog a PM for help, and I sure hope they can!

Are there any magic words we can say to the phone tech support team that would clue them in where to look or who to talk to in order to fix this? I mentioned to them that it is a problem with this model specifically and to see if they can look in their memos or bulletins about it, but still no dice.

Netdog was able to help! My SBG6580 is back, with 57Mb download rate from SpeedTest.net! Yeeeeeeehaw!!!

While it was being fixed, the event log briefly showed a new config file being downloaded called something_sbg6580_extreme2_something.cm. I wish I took a screenshot. After that, it rebooted, cleared logs and started working. Now, instead of having one locked downstream channel and one locked upstream channel, I have 8 locked downstream channels and 3 locked upstream channels.

This has been a terribly frustrating experience over the past week and half, three days missed from work for on-site techs, and an additional 15-20 hours spent on the phone. When I asked the phone support team to send an updated config to the SBG6580, they cited the device's inability to get an IP address via DHCP and told me they couldn't do anything. That does make sense.

They also said that because I own the device (not rent it), they would never do any updates to it anyway. Desperate, I asked if they could change some of the DHCP parameters, either restricting it to IPv6 or IPv4. The tech said that the SBG6580 can handle both IPv4 and IPv6 addresses, so it shouldn't have a problem either way. I asked if he could look in his memos or bulletins for this model specifically, and I was put on hold before my call was dropped. This was 54 minutes into the call...

I'm ready to start smoking again.