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

Re: SBG6580 "Access Denied"

Currently the device doesn't support IPv6 at all, we don't have it enabled at this time. Once the new firmware comes out it will or should support IPV6 and dual-stack.
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Comcaster.. Network Engineer with NETO

Seems I have the same issue. I pmed netdog and net cool, hope you guys are around this weekend! Wife has med school tests to study for and she's freaking out now. Thanks in advance!

Edit: net cool fixed it! Thank you so much!

Hallelujah I might get some help finally?!?! And I know zilch about modems/routers. Learned a lot in the last day or so and also banged my head against the wall trying to talk to Comcast. May I please PM my CM MAC as well??? Working from the phone here and need to navigate a bit to see how to PM......

In order to PM NetDog (or any other user) you MUST register here at DSLR »/prof/new (it's free) also your modem must be connected to a working cable jack at least until the fix is completed.

Re: SBG6580 "Access Denied"

this is the exact same thing that happened to me. i was on xbox live black ops 2 (hardwire) last night. i began lagging and this lasted for several minutes. i had my iphone connected to my wifi so i shut the xbox off and ran the speedtest.net app. my results were 3 upload and 1 download with a -1 ping. i hard reset my modem and havent been able to connect to the internet, ever since. i tried to get comcast to send a refresh signal with no luck. also, i was on the phone with a tech from comcast forever it seemed before she finally said they couldnt see my modem on their end and would have to send a tech to my house to check the line. i dont believe that a magic line troll just appeared and currupted my line. i know that modems are tedious at times and can begin speacking jibberish to the connected server, which is why i was dismayed that a hard reset did not fix this problem. hard reset and/or refresh signal from isp has been the solution to past problems but im at a loss here.

Re: SBG6580 "Access Denied"

having the same problem...hopefully netdog can help me out. my connection slowed down last night and i did a hard reset. afterwards i lost internet connectivity and still havent been able to get back online

Problem re-occured, PM sent. Thank you guys!

i dont get it man! if this is such a known issue, why isnt comcast providing a fix for it? and why cant it be done over the phone with their techs? #veryfrustrated

EDIT:just got off the phone with motorola. appearantly they are aware of connectivity problems with the sbg6580 and are working with comcast to find a solution

Yes known issue, the fix would be for Motorola to get us new code with a real fix in it. That is about a month away or so..

Work-around I am working on should be in place in the next week or so and should have a device stuck fixed in about 30 minutes to an hour from the issue. If things come up I will post it, we really want to get this fixed as much as everyone..
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Comcaster.. Network Engineer with NETO

thanks for your help netdog! I'm at a loss for what to do in this situation. I've got a $150 piece of plastic until this is fixed LOL It's really unbelievable that both Motorola and Comcast would let this functionality issue reach this level of disrepair. neither of these companies are offering any relief to their customers on this matter either. I'll be paying Comcast for a month of no internet and if not, it will be because i bought another modem/router...neither of which will be reimbursed from these companies. SMH #verydisappointed

Netdog/Netcool,

Same issue. I sent you both my HFC Mac ID. Please reset my sbg6580 modem. Much appreciated.

I'm in the same boat as many others, just PM'ed NetDog & netcool with my modem's MAC address.

Thanks in advance, this thread has been tremendously more helpful than the hours I spent on the phone this weekend. Plus has given me hope that I didn't brick my modem by doing a factory reset.

Thanks NetDog for the IM, I'll check it as soon as I'm home.

Edit: Modem is back up & running. Thanks again!

Hello Gents,

I found myself in the same exact boat after factory resetting my SBG6580. After spending a few hours talking to Comcast phone techs and reading this forum (THANK YOU) I was able to talk the technician on to how to fix it. I thought I would post the gist of the conversation and hopefully save NetDog some work on his end.

I explained exactly what happened as this:
1) Modem worked just fine
2) Did factory reset
3) No internet connectivity and a "Access Denied" comment appearing in the Gateway log

I then had a very non-technical discussion on what was happening as follows:
1) I asked the tech if he was trying to push the new firmware, and he confirmed he was.
2) I then pointed out that by default Comcast would by attempting to push that firmware by the IPV6 method to which Comcast was defaulted to, and that as long as my modem was incapable of understanding this format, it would not receive the firmware.
3) I pointed out that there was no setting on the modem to change from IPV4 to 6 or vice versa, and the only change in regards to that was on Comcast's end.
4) I actually read Miket's post to him (where he references how phone techs don't get this info SOLVED, Page 1)
5) I mentioned that the "back end" people would know how to change the Comcast source signal back to IPV4 in order to interface with the modem. (With whom he spoke with)
6) BOOM! Problem fixed.

Also of note, the technician said that there are two modems with the same issue (extremely outdated firmware) and that the "back end" was aware of the problem. Like I said, a very non technical explanation. I shoot guns for a living, so I don't get most technical jargon, but the content of the above conversation led him to the right answer. Obviously a large amount of that falls on the work ethic of the phone tech (to actually go talk to whoever the gremlins in the "back end" are) but I think after talking to one or two techs you should be able to find a helpful tech.

Hope that helps!

Hi NetDog,

After i did factory reset of Motorola SBG8680, it stopped working.Could you please help me to resolve it.

Appreciate your support.
Thank you.

quote:

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Here is my mac address -

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CTR, please read this post ---> »Re: SBG6580 "Access Denied"

I wouldn't post personally identifying info in a public forum if I were you.
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Join Team Helix * I am praying for these friends .

I'm so glad I found this thread! I'm having the same issue. I own sbg6580 gateway and it was working. Did a factory reset(per Comcast instructions) and now it has access denied. NetDog/NetCool please save me from ripping my hair out. I would greatly appreciate it thanks.

I seem to have the same issue. I'll message NetDog / Netcool as well. Thanks!

NetDog, just sent you an IM regarding 6580. Please help if you can.

Why is this allowed to continue? Can't the phone reps have a big "call NetDog" message popup whenever they are about to tell an sbg6580 customer to do a factory reset?

Netcool and Netdog, I am having the same issue as well. I had sent pm of my MAC ID. Thank you...so glad you guys are here to help.

What? You don't have a big red NE&TO hotline phone, at your house?
Only $19.95 a month , but included free with a DLSR membership..... But that's not all! today only, you can be the proud owner of the exclusive network ninja ...

I don't wish to be critical of Net* ninjas at all! You guys are doing great work and truly helping the customer. But an organization with the scale of Comcast is supposed to have a real support system in place. It is certainly understandable that a major change like IPV6 coupled with dozens of modem varieties would have this kind of problem.

But customers should not get the WRONG info from a CSR and then have to luckily find this forum in order to get a fix.

Same issue here, PMs sent. Much obliged!

Ran into the same issue while helping a friend who messed up her login/pass to the modem. Did a hard reset, now we're in the same boat (solid greens up and down streams and the globe flashing green). I'll get the MAC PM'd to NetDog or netcool as soon as I can. Thanks in advance!