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mslizzypoo

join:2013-08-17
Danville, NH

Problem with Motorola 6580 going in and out...

I'm very new to the forum and proper "lingo"...But I have the Motorola 6580 and am experiencing the issues that so many others have been...Currently I'm online with no issue, but it goes in and out constantly. Comcast has been NO help in any way shape or form, and in fact has been very rude in the matter...

These are some of the things in the device's "event log"
Sun Aug 18 15:19:25 2013 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

Sun Aug 18 15:18:46 2013 Warning (5) Dynamic Range Window violation

Sun Aug 18 15:18:38 2013 Notice (6) TLV-11 - unrecognized OID;

Sun Aug 18 15:18:21 2013 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e8:6d:52

and this is some of my "status information"

Standard Specification Compliant DOCSIS 3.0
Hardware Version 2
Software Version SBG6580-6.5.0.0-GA-00-226-NOSH
Cable Modem Serial Number 362981229220526703010006

Any suggestions or directions would be fantastic!

Thanks in advance for your help!
-Liz



EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:9

Is this a *wireless* only problem or does a computer hardwired via an ethernet cable to the 6580 do the same thing ? You need to post the signal stats as well. Post the upstream and the downstream power level and the SNR figures.


mslizzypoo

join:2013-08-17
Danville, NH

Whenever it goes down we lose all signal to everything and the stats either a. do not load or b. say "Acess denied" on the connectivity state....

These are my current power levels (or I think they are...)

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 109 627000000 Hz -7.3 dBmV 39.5 dB 0 0
2 Locked QAM256 105 603000000 Hz -7.2 dBmV 39.4 dB 0 0
3 Locked QAM256 106 609000000 Hz -7.1 dBmV 39.6 dB 0 0
4 Locked QAM256 107 615000000 Hz -7.1 dBmV 39.4 dB 0 0
5 Locked QAM256 108 621000000 Hz -7.1 dBmV 39.7 dB 0 0
6 Locked QAM256 110 633000000 Hz -6.5 dBmV 39.2 dB 0 0
7 Locked QAM256 111 639000000 Hz -6.7 dBmV 39.4 dB 0 0
8 Locked QAM256 112 645000000 Hz -7.1 dBmV 38.6 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 30100000 Hz 52.5 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 36500000 Hz 52.5 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

I'm not sure what "SNR figures" are...or where to find them Sorry I'm a little in the dark here


jaynick
lit up
Premium
join:2001-02-06
Sterling Heights, MI
kudos:2
Reviews:
·Comcast

1 recommendation

For starters, your upstream pwr levels of 52.5 is probably your culprit. You optimally want those less than 50. You should probably get a service tech out to check connections, excess splitters or line issues.
The upstream snr can only be read at the CMTS, not the modem. You should be able to call in to find those out.


mslizzypoo

join:2013-08-17
Danville, NH

So...this is probably a stupid question, but this doesn't matter that its the router and modem in one... I checked for splitters and theres nothing...They are telling me if I have someone come out they will charge me because "this is due to my device"...



jaynick
lit up
Premium
join:2001-02-06
Sterling Heights, MI
kudos:2
Reviews:
·Comcast

said by mslizzypoo:

So...this is probably a stupid question, but this doesn't matter that its the router and modem in one... I checked for splitters and theres nothing...They are telling me if I have someone come out they will charge me because "this is due to my device"...

Doesn't matter, you have signal issues at 52.5. They shouldn't charge you if it's a line problem or their plant. They like to blame customer owned equipment first. Do you subscribe to the service protection?

mslizzypoo

join:2013-08-17
Danville, NH

Okay I will put a call in..any specific notes I should tell them?? Thanks for your advice...



EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:9
reply to mslizzypoo

said by mslizzypoo:

I'm not sure what "SNR figures" are...or where to find them

The *DOWNSTREAM* SNR figures (the ones I asked for) are listed right next to the downstream power level figures (39.x dB). They are all within spec.