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Fren

join:2013-08-14
Pittsburg, KS

2 edits

[ALL] I'm having trouble with activating SB6120. HELP ME!

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Hi guys.

I'm having problem with SB6120.

The modem will not activate. I get the cox.com/activate page, but when I click next it says " error occurred blah blah please contact technical support."

So, I called technical support, and they verified correct mac address had been entered, but the modem wasn't responding to their requests. (5 of them =/)

They told me they can't get a signal from the modem. They suggested I try to plug in into other outlet but still nothing happened.

They are going to send a technician out on Friday morning.

Can anyone give me an advise? I don't know what to do and I don't think tech can fix this problem too =P

Oh and I'm sorry about my poor English skills. I just got here for studying English.


Optimus2357
Premium
join:2010-11-21
West Warwick, RI
kudos:3

First, the second picture has your Modem's mac, so may want to edit that out. Second, could you give some background on your situation? Is this new service? A service upgrade? A new modem? Is the modem new or 2nd hand?



avillafane

@cox.net

look like your power level is too high it should be 40 or below so you might have a splitter problem or a cable line problem but your 36 db is in the range so that good but getting too much power level so i would have the tech to check your line to see if he can replace it or get a new splitter hope that helps if it not a line problem you could have gotten a bad modem



Optimus2357
Premium
join:2010-11-21
West Warwick, RI
kudos:3

It needs be under 50, not 40.
»Cox HSI Forum FAQ »What should my modem signal levels be?

And I don't think its a signal problem because he is getting the Self Registration page, which he wouldn't get if his modem wasn't online. Its likely a provisioning issue, maybe even caused by a glitch in the Self registration system. I have a feeling it might fix itself over night.


Fren

join:2013-08-14
Pittsburg, KS
reply to Optimus2357

Just edited second picture. Thanks very much.
I just moved in to new apt so this is new service.
Modem is not new. My roommate gave it to me when he moved out.
I asked him about the modem but.. he told me that he didn't have any problem with it.


Fren

join:2013-08-14
Pittsburg, KS
reply to avillafane

Well.. i don't use splitter and if I hook up my old SB5101U, it works great. (im using it right now)


Fren

join:2013-08-14
Pittsburg, KS
reply to Optimus2357

so do i have to hook it up before sleep? cuz im using SB5101U right now.



KipAtCox

join:2013-02-18
Chesapeake, VA
kudos:4
reply to Fren

This is probably the second biggest hazard of used modems, aside from just plain bad modems. Provisioning errors.
I found the MAC (before you deleted it ) on a different account, and even though it had been deactivated there, it still takes a little while to expire.
I see the self-activation attempt went through this time, but your modem is going to reset one last time to make a correction to your service code. Since the old modem was DOCSIS 2 and this one is DOCSIS 3, I figure I'll save you a call.
--
Kip K.
Cox Communications Support Specialist


Fren

join:2013-08-14
Pittsburg, KS

well I solved the problem. My ex roommate called cox and took the modem off from his account. It works now. Thanks guys!



Optimus2357
Premium
join:2010-11-21
West Warwick, RI
kudos:3
reply to KipAtCox

Im the kind of nerd that buys every new model modem and tries it out for fun, then usually gives it to a friend or family member, so I have come all too aware of issues like that. It actually doesn't happen that often I find, but when it does, they tell me it can be a pain to fix. Have to say Kip, you are kicking some serious Forum butt. Really nice to see Cox give this kind of support. Bravo.