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

Re: SBG6580 "Access Denied"

said by NetDog:

said by coolarian:

IM sent - let me know what else you need

Check your ATDMA power, DJ Steadman's has his return power too high. Bonded modems need max transmit of 49 on each US, his was 56.2

that would explain why D 2.0 modem is ok but the D3.0 modem wont come back..

I had help with this one ...

Same Issue I am having through Comcast with the Motorola SBG6580 I purchased at Best Buy. I got about a week or so of connectivity with no problems then day by day it kept dropping the signal and rebooting in an attempt to sync back-up with the Comcast Servers. I spent the next couple days or so after it began occurring trying to get it fixed over the phone with a Comcast Tech Support Agent. Finally they sent a tech out to the house and all I was told is that the incoming signal from the street was fluctuating in and out of what the acceptable range is by Comcast Standards (in terms of quality & consistency). The on-site tech then determined the routing for the two cable jacks I have in my unit (one upstairs and one downstairs) from the point the cable is entering the house from the street. He then placed a splitter on each with an amplifier that plugs into an electrical outlet with a coax cable connecting to the splitter. It seemed to only temporarily ease the drop in connections over this last week or so but by today it ended-up right back at square one. Its now at a point that when I power cycle it and then go into the admin tool via my browser. Im getting the same readings in the configuration that I was before and that everyone that's blogged on here with the similar issue is getting in the startup procedures as follows;

Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State In Progress Access Denied
Boot State In Progress Unknown
Configuration File
Security Disabled Disabled

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 2 633000000 Hz 9.6 dBmV 38.7 dB 0 0
with "NOT LOCKED UNKNOWN INDICATED ON THE REST"

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 8 5120 Ksym/sec 27900000 Hz 41.2 dBmV
with "NOT LOCKED UNKNOWN INDICATED ON THE REST"

One last comment in that I did try unhooking it from the splitter and amp and connecting directly to the first cable outlet coming in from the outside did not seem to make a bit of difference.

I am in great hopes that you will be back on and reading my reply to you soon in that Comcast cant seem to do much of anything at this point over the phone with a tech and just want to send another one out on-site. Just turning out to be a big waste of time and money. If you are not able to get to a definitive solutions in all the research you have done and answers you have provided here online what other All-In-One would you suggest I get to replace this one to ensure that I have no issues with my service. Although this is one of the modems Comcast tech support over the phone recommended that I get if I was going to purchase my own .. Wanted to express my appreciation for what you have provided online so far in researching this it at least told me in reading it that I was far from being the only one out there having this issue.

Thanks

I am not sure what NetDog can do as the problem seems to be on Comcast end. I have discussed the matter with Motorola and they mentioned that this is happening with Comcast users and someone from Tier2 Technical Support from Motorola will call me tomorow. I am hoping to get this resolved. I still have waranty on the device and not sure how and when i can get a replacement

coolarian and DJ Steadman can you plug in your modems again please we would like to take a second look at this again..
--
Comcaster.. Network Engineer with NETO

NetDog can you please also check my modem? I have Motorola SBG6580 and very same error with "Access Denied". Comcast technician just install Comcast modem and think the problem is solved... I will PM you logs, and MAC. Thanks in advance!

I have the same problem.

I manually reset my one year old sbg6580, and now it won't reconnect. Talked to Comcast three times with no solution. A tech was here on Saturday and checked that all of my lines and connections are good with strong signals.

Wow, thanks! Now it finally works. I spend 5 long hours with chat and calls to support, and they just bring their modem for lease. Thanks a lot!

NetDog, you are the best!!!

Thank you. I also have spent at least 5 hours since last Thursday with Comcast both on the phone and at my home and you fixed this in minutes!!!

Auto-update?

Great fix, but can it be entered into the Comcast system as an auto-update for all SBG6580 units so that there will be no reason for anyone to call Tech Support?

I have the same problem.

After I manually reset my sbg6580, It is access denied...

**Update....
Thanks NetDog it works now

Re: SBG6580 "Access Denied"

NetDog, Just seen this message, but my modem was ah waiting for someone like you to come along. It is back online now, thanks. What did you do, in laymen terms?

Mon Aug 05 18:54:52 2013 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:9e:5f......

Looks like the fix started around 3 pm and finished just before 7 pm, also the firmware looks the same, so was that the issue or not?

Thanks again
DJ Stead

One of the devices really had a upstream channel bond issue really.. But the major factor was IPv6 CMM as netcool has said in a different post "There are multiple issues with the older firmware handling upstream channel bonding and IPV6 cable modem management. Often times I have to push the modem back into a walledgarden bootfile and then switch the modem's mac domain to IPV4 only."

That is what we had to do to fix, Comcast support should know about this. But I will send out a email to notify the call centers about this in the AM.

But if you have these issues please PM NetDog or netcool ; we are both on the same Engineering team and can fix them.
--
Comcaster.. Network Engineer with NETO

Thanks NetDog, please have the call center's cheat sheet updated to include "What to do when an end user resets their SBG6580 cable modem and are denied access" . I saved my CFG file this time, do you think that would work after a hard reset? We could try it as long as I know you are online to bring me back up if it doesn't work . Thanks again, DJ Steadman

my kids are going to kill me but here goes.

restoring the saved cfg file did not work, I repeat - did not work. Please work your magic, thanks and goodnight.
DJ Steadman

restoring the saved cfg file did not work, I repeat - did not work. Please work your magic, thanks and goodnight.
DJ Steadman

kinda neat watching someone work on my modem from over 1700 miles away! Thanks

sure thing.. working on other things so not an issue, getting ready for cable labs summer conf next week.
--
Comcaster.. Network Engineer with NETO

i have the same problem access denied after a hard reset i hope netdog can help me too

I have the same issue, another PM headed your way.

I am having the exact same issue. Would you be willing to fix mine as well?