US Cable Support → Time Warner Cable > [Internet] SB5120 TWC dropping internet connection constantly

[Internet] SB5120 TWC dropping internet connection constantly

Motorola SB5120 constantly keeps dropping internet connection (could be 5 min could be 5 hours).

The Signals Levels look ok:

Task Status
Acquire Downstream Channel Done
Obtain Upstream Parameters Done
Establish IP Connectivity using DHCP Done
Establish Time Of Day Done
Transfer Operational Parameters through TFTP Done
Register Connection Done
Cable Modem Status Operational
Initialize Baseline Privacy Done

Frequency 771000000 Hz
Signal to Noise Ratio 38 dB
QAM 256
Network Access Control Object ON
Power Level 0 dBmV The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

Upstream Value
Channel ID 3
Frequency 29500000 Hz
Ranging Service ID 1186
Symbol Rate 2.560 Msym/s
Power Level 45 dBmV

Configuration
Frequency Plan: North American Standard/HRC/IRC
Upstream Channel ID: 3
Favorite Frequency (Hz): 771000000

Time Priority Code Message
130916121946 4-Error DIST: Management Message with unidentified Version->4.

The error list is long with the message at the end:
Event Log has reached maximum size. Older log entries are lost.

The Firmware seems to be older, but, when I asked TWC, they said they don't do anything about it.

Software Version: SB5120-2.14.0.7-SCM00-NOSH
Hardware Version: 4
MIB Version: II
GUI Version: 1.0
VxWorks Version: 5.4

The lights on the modem are all lit solid, except, the PC-Activity light seems to be a little strange. On other modems that I have had it would blink constantly, but on this one it seems sluggish and sometimes its solid when there is no activity (makes sense) but on other modems it would blink constantly no matter what.

One thing I forgot to mention is that if I keep working on the computer while connected to the internet it does seem to drop that often, though it still does but, not that often. But if the activity stops then it would drop for sure.

TWC tell me even when my modem is working fine, they can't see the signal levels on their side. All they can see is it's even on or off. They acknowledge that it has been dropping connection but can't figure out why.

If you need my MAC address, excuse my ignorance, but please specify from the list below:

Item Value

HFC MAC Address
Ethernet MAC Address
CM USB MAC Address
CPE USB MAC Address

# Known CPE MAC Address (Max 1) Status

This has been going on since TWC started charging for the modem and I installed this SB5120.

I would really appreciate you help and/or guidance. Thanks

Re: [Internet] SB5120 TWC dropping internet connection constantl

Did you buy it used?

When you are offline, do you have 4 green lights and the activity light off?

No. Bought new.
No. All the green lights and the pc-activity light (amber) are on.

So the modem has 4 green and activity flickering, *while* you are offline???

There are no "new" 5120. Either used or refurb.. It's old discontinued model.

Jabbu - No, not flickering, solid. Only diff btwn Online and Offline is that while ONLINE the AMBER light is blinking (not flickering) lazily and while offline it's solid. None of the green lights ever go off or flicker or blink.

Quieto - Not True. This is a NEW modem that I had bought a while back but never used it because all the ISP were providing modems free of charge.

More then likely its the modem, but you can try a PC direct to modem to confirm it isn't the router.

Already tried that.

I think it's something to do with the signal. I had purchased and installed a SB5101i. It worked fine for a while then the ONLINE light on it started blinking and it lost the internet connection for good. TWC told me that they see SB5101i as online.

Do you know how to get updated to the latest firmware for SB5120?

Anyone else has any ideas!!!

Post the modem logs after it happens.

could congestion be a problem? I think buying a SBG6141 would be a good thing to do as why are you still only on 1 downstream channel? TWC uses 8 in the metro and you would get more consistent speeds if you are using a SB6141 not to mention the fact that Turbo or higher require a DOCSIS 3.0 modem and even with standard the 15Mbps is eating up about half a DOCSIS channel to provide you service so if others are on that channel you might not get full speeds if there is a lot of usage.

Jabbu - There is always on line repeated in the logs online or offline:
XXXXXXXXXXXX 4-Error DIST: Management Message with unidentified Version->4

Can you just post a screenshot of the logs?

I don't know how to post a screenshot. I am copying and pasting it:

Configuration Manager

Status Signal Addresses Configuration Logs Help

This page displays detailed information intended for use by an authorized Motorola Corporation Cable Modem technician.

Time Priority Code Message
130917183810 4-Error DIST: Management Message with unidentified Version->4.
130917183808 4-Error DIST: Management Message with unidentified Version->4.
130917183806 4-Error DIST: Management Message with unidentified Version->4.
130917183804 4-Error DIST: Management Message with unidentified Version->4.
130917183802 4-Error DIST: Management Message with unidentified Version->4.
130917183800 4-Error DIST: Management Message with unidentified Version->4.
130917183758 4-Error DIST: Management Message with unidentified Version->4.
130917183756 4-Error DIST: Management Message with unidentified Version->4.
130917183754 4-Error DIST: Management Message with unidentified Version->4.
130917183752 4-Error DIST: Management Message with unidentified Version->4.
130917183750 4-Error DIST: Management Message with unidentified Version->4.
130917183748 4-Error DIST: Management Message with unidentified Version->4.
130917183746 4-Error DIST: Management Message with unidentified Version->4.
130917183744 4-Error DIST: Management Message with unidentified Version->4.
130917183742 4-Error DIST: Management Message with unidentified Version->4.
130917183740 4-Error DIST: Management Message with unidentified Version->4.
130917183738 4-Error DIST: Management Message with unidentified Version->4.
130917183736 4-Error DIST: Management Message with unidentified Version->4.
130917183734 4-Error DIST: Management Message with unidentified Version->4.
130917183732 4-Error DIST: Management Message with unidentified Version->4.
130917183730 4-Error DIST: Management Message with unidentified Version->4.
130917183728 4-Error DIST: Management Message with unidentified Version->4.
130917183726 4-Error DIST: Management Message with unidentified Version->4.
130917183724 4-Error DIST: Management Message with unidentified Version->4.
130917183722 4-Error DIST: Management Message with unidentified Version->4.
130917183720 4-Error DIST: Management Message with unidentified Version->4.
130917183718 4-Error DIST: Management Message with unidentified Version->4.
130917183716 4-Error DIST: Management Message with unidentified Version->4.
130917183714 4-Error DIST: Management Message with unidentified Version->4.
130917183712 4-Error DIST: Management Message with unidentified Version->4.
130917183710 4-Error DIST: Management Message with unidentified Version->4.
130917183708 4-Error DIST: Management Message with unidentified Version->4.
130917183706 4-Error DIST: Management Message with unidentified Version->4.
130917183704 4-Error DIST: Management Message with unidentified Version->4.
130917183702 4-Error DIST: Management Message with unidentified Version->4.
130917183700 4-Error DIST: Management Message with unidentified Version->4.
130917183658 4-Error DIST: Management Message with unidentified Version->4.
130917183656 4-Error DIST: Management Message with unidentified Version->4.
130917183654 4-Error DIST: Management Message with unidentified Version->4.
130917183652 4-Error DIST: Management Message with unidentified Version->4.
130917183650 4-Error DIST: Management Message with unidentified Version->4.
130917183648 4-Error DIST: Management Message with unidentified Version->4.
130917183646 4-Error DIST: Management Message with unidentified Version->4.
130917183644 4-Error DIST: Management Message with unidentified Version->4.
130917183642 4-Error DIST: Management Message with unidentified Version->4.
130917183640 4-Error DIST: Management Message with unidentified Version->4.
130917183638 4-Error DIST: Management Message with unidentified Version->4.
130917183636 4-Error DIST: Management Message with unidentified Version->4.
130917183634 4-Error DIST: Management Message with unidentified Version->4.
130917183632 4-Error DIST: Management Message with unidentified Version->4.
130917183630 4-Error DIST: Management Message with unidentified Version->4.
130917183628 4-Error DIST: Management Message with unidentified Version->4.
130917183626 4-Error DIST: Management Message with unidentified Version->4.
130917183624 4-Error DIST: Management Message with unidentified Version->4.
130917183622 4-Error DIST: Management Message with unidentified Version->4.
130917183620 4-Error DIST: Management Message with unidentified Version->4.
130917183618 4-Error DIST: Management Message with unidentified Version->4.
130917183616 4-Error DIST: Management Message with unidentified Version->4.
130917183614 4-Error DIST: Management Message with unidentified Version->4.
130917183612 4-Error DIST: Management Message with unidentified Version->4.
130917183610 4-Error DIST: Management Message with unidentified Version->4.
130917183608 4-Error DIST: Management Message with unidentified Version->4.
130917183606 4-Error DIST: Management Message with unidentified Version->4.
130917183604 4-Error DIST: Management Message with unidentified Version->4.
130917183602 4-Error DIST: Management Message with unidentified Version->4.
130917183600 4-Error DIST: Management Message with unidentified Version->4.
130917183558 4-Error DIST: Management Message with unidentified Version->4.
130917183556 4-Error DIST: Management Message with unidentified Version->4.
130917183554 4-Error DIST: Management Message with unidentified Version->4.
130917183552 4-Error DIST: Management Message with unidentified Version->4.
130917183550 4-Error DIST: Management Message with unidentified Version->4.
130917183548 4-Error DIST: Management Message with unidentified Version->4.
130917183546 4-Error DIST: Management Message with unidentified Version->4.
130917183544 4-Error DIST: Management Message with unidentified Version->4.
130917183542 4-Error DIST: Management Message with unidentified Version->4.
130917183540 4-Error DIST: Management Message with unidentified Version->4.
130917183538 4-Error DIST: Management Message with unidentified Version->4.
130917183536 4-Error DIST: Management Message with unidentified Version->4.
130917183534 4-Error DIST: Management Message with unidentified Version->4.
130917183532 4-Error DIST: Management Message with unidentified Version->4.
130917183530 4-Error DIST: Management Message with unidentified Version->4.
130917183528 4-Error DIST: Management Message with unidentified Version->4.
130917183526 4-Error DIST: Management Message with unidentified Version->4.
130917183524 4-Error DIST: Management Message with unidentified Version->4.
130917183522 4-Error DIST: Management Message with unidentified Version->4.
130917183520 4-Error DIST: Management Message with unidentified Version->4.
130917183518 4-Error DIST: Management Message with unidentified Version->4.
130917183516 4-Error DIST: Management Message with unidentified Version->4.
130917183514 4-Error DIST: Management Message with unidentified Version->4.
130917183512 4-Error DIST: Management Message with unidentified Version->4.
130917183510 4-Error DIST: Management Message with unidentified Version->4.
130917183508 4-Error DIST: Management Message with unidentified Version->4.
130917183506 4-Error DIST: Management Message with unidentified Version->4.
130917183504 4-Error DIST: Management Message with unidentified Version->4.
130917183502 4-Error DIST: Management Message with unidentified Version->4.
130917183500 4-Error DIST: Management Message with unidentified Version->4.
130917183458 4-Error DIST: Management Message with unidentified Version->4.
130917183456 4-Error DIST: Management Message with unidentified Version->4.
130917183454 4-Error DIST: Management Message with unidentified Version->4.
130917183452 4-Error DIST: Management Message with unidentified Version->4.

Event Log has reached maximum size. Older log entries are lost.

Status | Signal | Addresses | Configuration | Logs | Help

© Copyright 1997-2000

Sept 18, 2013 @5pm CST the internet connection dropped. Reset and restarted the modem. Unfortunately, I forgot to copy the log before I reset and restarted the modem. This log is from after. Next time I will remember.

130918160255 4-Error DIST: Management Message with unidentified Version->4.
130918160253 4-Error DIST: Management Message with unidentified Version->4.
130918160251 4-Error DIST: Management Message with unidentified Version->4.
130918160250 7-Information SNMP: Working in SNMP V1/2c Only NmAccess mode
130918160249 4-Error DIST: Management Message with unidentified Version->4.
130918160249 7-Information INITIALIZATION COMPLETE - MODEM IS OPERATIONAL
130918160249 7-Information B401.0 Authorized
130918160248 7-Information 7 I500.0 Registration Completed
130918160248 7-Information SEC: Co-Signer CVC from configuration file was verified
130918160248 7-Information REGISTRATION COMPLETE - Waiting for Operational status
130918160247 7-Information 7 D509.0 Retrieved TFTP Config SUCCESS
130918160247 7-Information Registration file - downloaded
130918160247 4-Error DIST: Management Message with unidentified Version->4.
130918160246 7-Information Trying to download Configuration file ...
130918160246 7-Information 7 D507.0 Retrieved Time....... SUCCESS
130918160246 7-Information Time of day - retrieved
700101000035 7-Information 7 D511.0 Retrieved DHCP .......... SUCCESS
700101000035 7-Information DHCP - parameters acquired
700101000034 4-Error DIST: Management Message with unidentified Version->4.
700101000032 4-Error DIST: Management Message with unidentified Version->4.
700101000031 7-Information 7 T500.0 Acquired Upstream .......... SUCCESS
700101000031 7-Information Trying to register through CMTS...
700101000031 7-Information SYNCHRONIZED - 771000000 Hz , ucd 2
700101000030 4-Error DIST: Management Message with unidentified Version->4.
700101000030 3-Critical R02.0 No Ranging Response received - T3 time-out
700101000029 3-Critical R02.0 No Ranging Response received - T3 time-out
700101000029 5-Warning SYNC: US Gain wasn't found in cache

I did not mention this before, that even when the internet gets disconnected, I am able to reach the modem via Internet Explorer and am able to access the menu and reset and restart the modem I don't have to physically do it.

My guess would be the modem may is changing channels on a DOCSIS 3 system. Since the modem is DOCSIS 2 it only has a single receiver and transmitter, it has to drop and resync to change channels.
--
Start with what you can do, solutions will follow...

After spending a lot of time on the internet, I came to this forum, the one dedicated to Broadband, with the hope that, here, someone will be able to help me resolve my modem issues.

Is there anyone?

Try swapping the modem with a DOCSIS 3 modem.

When I read your post one of the first things I thought of was weak signal but your first post seems to show decent signal to noise ratio (downstream) and power level (upstream). Are those numbers constant?

The reason I say that is because I used to have similar issues - albeit it didn't seem as bad as yours so I couldn't say I had the same cause. I ended up replacing my modem (to the 6141 - I used to have a 6120 which supported only 4 channels up and down) and I also ended up buying an inline powered amp to improve my signal levels. I've been pretty much disconnect free. But like I said, I'm not entirely sure for you since your levels look okay enough to not give you disconnects.

Even though it is an added expense, I think the 6141 is worth a look. I actually thought TWC were giving those out anyway. I thought I read somewhere that TWC is going to eventually require all modems that can handle the 8 channels up and down. That being said, it's an extra expense you might not want to have to deal with.

Hope you get this resolved.

Thanks guy. I don't have access to a DOCSIS 3 modem. Please lets skip the buying modem part.

Today, 9/20/13, at around 2:20pm (Modem log shows 1:20pm) it dropped again and this time I looked at the Configuration Manager, Status, Signal, Addresses, Configuration, Logs and was surprise to see nothing new.

Here are the copies of all the pages before I reset the modem:

Configuration Manager
Task Status
Acquire Downstream Channel Done
Obtain Upstream Parameters Done
Establish IP Connectivity using DHCP Done
Establish Time Of Day Done
Transfer Operational Parameters through TFTP Done
Register Connection Done
Cable Modem Status Operational

Initialize Baseline Privacy Done

Downstream Value
Frequency 771000000 Hz
Signal to Noise Ratio 38 dB
QAM 256
Network Access Control Object ON
Power Level 0 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

Upstream Value
Channel ID 2
Frequency 33000000 Hz
Ranging Service ID 2876
Symbol Rate 2.560 Msym/s
Power Level 44 dBmV

Item Value
Serial Number
HFC MAC Address
Ethernet IP Address
Ethernet MAC Address
CM USB IP Address
CM USB MAC Address
CPE USB MAC Address
# Known CPE MAC Address (Max 1) Status

Configuration
Frequency Plan: North American Standard/HRC/IRC
Upstream Channel ID: 2
Favorite Frequency (Hz):
771000000

Time Priority Code Message
130920132604 4-Error DIST: Management Message with unidentified Version->4.
130920132602 4-Error DIST: Management Message with unidentified Version->4.
130920132600 4-Error DIST: Management Message with unidentified Version->4.
130920132558 4-Error DIST: Management Message with unidentified Version->4.
130920132556 4-Error DIST: Management Message with unidentified Version->4.
130920132554 4-Error DIST: Management Message with unidentified Version->4.
130920132552 4-Error DIST: Management Message with unidentified Version->4.
130920132550 4-Error DIST: Management Message with unidentified Version->4.
130920132548 4-Error DIST: Management Message with unidentified Version->4.
130920132546 4-Error DIST: Management Message with unidentified Version->4.
130920132544 4-Error DIST: Management Message with unidentified Version->4.
130920132542 4-Error DIST: Management Message with unidentified Version->4.
130920132540 4-Error DIST: Management Message with unidentified Version->4.
130920132538 4-Error DIST: Management Message with unidentified Version->4.
130920132536 4-Error DIST: Management Message with unidentified Version->4.
130920132534 4-Error DIST: Management Message with unidentified Version->4.
130920132532 4-Error DIST: Management Message with unidentified Version->4.
130920132530 4-Error DIST: Management Message with unidentified Version->4.
130920132528 4-Error DIST: Management Message with unidentified Version->4.
130920132526 4-Error DIST: Management Message with unidentified Version->4.
130920132524 4-Error DIST: Management Message with unidentified Version->4.
130920132522 4-Error DIST: Management Message with unidentified Version->4.
130920132520 4-Error DIST: Management Message with unidentified Version->4.
130920132518 4-Error DIST: Management Message with unidentified Version->4.
130920132516 4-Error DIST: Management Message with unidentified Version->4.
130920132514 4-Error DIST: Management Message with unidentified Version->4.
130920132512 4-Error DIST: Management Message with unidentified Version->4.
130920132510 4-Error DIST: Management Message with unidentified Version->4.
130920132508 4-Error DIST: Management Message with unidentified Version->4.
130920132506 4-Error DIST: Management Message with unidentified Version->4.
130920132504 4-Error DIST: Management Message with unidentified Version->4.
130920132502 4-Error DIST: Management Message with unidentified Version->4.
130920132500 4-Error DIST: Management Message with unidentified Version->4.
130920132458 4-Error DIST: Management Message with unidentified Version->4.
130920132456 4-Error DIST: Management Message with unidentified Version->4.
130920132454 4-Error DIST: Management Message with unidentified Version->4.
130920132452 4-Error DIST: Management Message with unidentified Version->4.
130920132450 4-Error DIST: Management Message with unidentified Version->4.
130920132448 4-Error DIST: Management Message with unidentified Version->4.
130920132446 4-Error DIST: Management Message with unidentified Version->4.
130920132444 4-Error DIST: Management Message with unidentified Version->4.
130920132442 4-Error DIST: Management Message with unidentified Version->4.
130920132440 4-Error DIST: Management Message with unidentified Version->4.
130920132438 4-Error DIST: Management Message with unidentified Version->4.
130920132436 4-Error DIST: Management Message with unidentified Version->4.
130920132434 4-Error DIST: Management Message with unidentified Version->4.
130920132432 4-Error DIST: Management Message with unidentified Version->4.
130920132430 4-Error DIST: Management Message with unidentified Version->4.
130920132428 4-Error DIST: Management Message with unidentified Version->4.
130920132426 4-Error DIST: Management Message with unidentified Version->4.
130920132424 4-Error DIST: Management Message with unidentified Version->4.
130920132422 4-Error DIST: Management Message with unidentified Version->4.
130920132420 4-Error DIST: Management Message with unidentified Version->4.
130920132418 4-Error DIST: Management Message with unidentified Version->4.
130920132416 4-Error DIST: Management Message with unidentified Version->4.
130920132414 4-Error DIST: Management Message with unidentified Version->4.
130920132412 4-Error DIST: Management Message with unidentified Version->4.
130920132410 4-Error DIST: Management Message with unidentified Version->4.
130920132408 4-Error DIST: Management Message with unidentified Version->4.
130920132406 4-Error DIST: Management Message with unidentified Version->4.
130920132404 4-Error DIST: Management Message with unidentified Version->4.
130920132402 4-Error DIST: Management Message with unidentified Version->4.
130920132400 4-Error DIST: Management Message with unidentified Version->4.
130920132358 4-Error DIST: Management Message with unidentified Version->4.
130920132356 4-Error DIST: Management Message with unidentified Version->4.
130920132354 4-Error DIST: Management Message with unidentified Version->4.
130920132352 4-Error DIST: Management Message with unidentified Version->4.
130920132350 4-Error DIST: Management Message with unidentified Version->4.
130920132348 4-Error DIST: Management Message with unidentified Version->4.
130920132346 4-Error DIST: Management Message with unidentified Version->4.
130920132344 4-Error DIST: Management Message with unidentified Version->4.
130920132342 4-Error DIST: Management Message with unidentified Version->4.
130920132340 4-Error DIST: Management Message with unidentified Version->4.
130920132338 4-Error DIST: Management Message with unidentified Version->4.
130920132336 4-Error DIST: Management Message with unidentified Version->4.
130920132334 4-Error DIST: Management Message with unidentified Version->4.
130920132332 4-Error DIST: Management Message with unidentified Version->4.
130920132330 4-Error DIST: Management Message with unidentified Version->4.
130920132328 4-Error DIST: Management Message with unidentified Version->4.
130920132326 4-Error DIST: Management Message with unidentified Version->4.
130920132324 4-Error DIST: Management Message with unidentified Version->4.
130920132322 4-Error DIST: Management Message with unidentified Version->4.
130920132320 4-Error DIST: Management Message with unidentified Version->4.
130920132318 4-Error DIST: Management Message with unidentified Version->4.
130920132316 4-Error DIST: Management Message with unidentified Version->4.
130920132314 4-Error DIST: Management Message with unidentified Version->4.
130920132312 4-Error DIST: Management Message with unidentified Version->4.
130920132310 4-Error DIST: Management Message with unidentified Version->4.
130920132308 4-Error DIST: Management Message with unidentified Version->4.
130920132306 4-Error DIST: Management Message with unidentified Version->4.
130920132304 4-Error DIST: Management Message with unidentified Version->4.
130920132302 4-Error DIST: Management Message with unidentified Version->4.
130920132300 4-Error DIST: Management Message with unidentified Version->4.
130920132258 4-Error DIST: Management Message with unidentified Version->4.
130920132256 4-Error DIST: Management Message with unidentified Version->4.
130920132254 4-Error DIST: Management Message with unidentified Version->4.
130920132252 4-Error DIST: Management Message with unidentified Version->4.
130920132250 4-Error DIST: Management Message with unidentified Version->4.
130920132248 4-Error DIST: Management Message with unidentified Version->4.
130920132246 4-Error DIST: Management Message with unidentified Version->4.
Event Log has reached maximum size. Older log entries are lost.

Software Version: SB5120-2.14.0.7-SCM00-NOSH
Hardware Version: 4
MIB Version: II
GUI Version: 1.0
VxWorks Version: 5.4

As I mentioned before, while the internet was disconnected, I was able to connect to the modem via IE and a Netgear Router and look at the configuration manager, where everything look operational with nothing unusual.

One thing I noticed, the modem log time is one hour off. Is there a way to set time on SB5120?

Few minutes ago, it dropped again, but this time, couple of strange things happened:
1. There was no yellow triangle next to internet signal.
2. When I clicked on the IE button "Diagnose Problem", it came back with No Problem Detected.
3. Nothing unusual in the log.
BUT
4. When I reset the modem from IE, I was back Online.

There is no way you can set the time. It's controlled by the ISP.

The modem has changed upstream channels at least once since your first post as the frequency is different.

Keep checking the frequencies to see if they're changing, both downstream (which hasn't changed in the logs and data you've posted) and upstream (which has changed).
--
Start with what you can do, solutions will follow...

TWC Tech came yesterday and found nothing wrong. Changed the wall connector and called office to put the modem in the right category.

Since then the modem has dropped connection three times. Current signal values:

Downstream Value
Frequency 771000000 Hz
Signal to Noise Ratio 39 dB
QAM 256
Network Access Control Object ON
Power Level 1 dBmV The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

Upstream Value
Channel ID 4
Frequency 24500000 Hz
Ranging Service ID 2855
Symbol Rate 2.560 Msym/s
Power Level 44 dBmV

Upstream Channel ID and Frequency changed!

My 2 cents:

TI Chip 4401 is the culprit.

A little test, my firmware is Software Version: SB5120-2.14.0.7-SCM00-NOSH.

Is there any way I can get to Software Version: SB5120-2.19.0.6-SCM05-NOSH.

TWC told me that they can't do it.

Is there a way someone else can push the firmware beside TWC?

I don't know, if it will resolve the issue but it might help.

Only TWC engineering dept can update the firmware on the modem. They usually do it in waves, once or twice a year.

It's not done on customer demand or by tech support.
--
Start with what you can do, solutions will follow...

the latest firmware is not always compatible with your cable system, so don't get hung up on this issue - they'll automatically push out to your modem what is needed. so how was this resolved? did they change your modem, did you? was there any premise visit charge? i'm confused

i'm going thru something similar here in NYC. so I went to Radio Shack and picked up a White SB6141 (($90-$10coupon)+tax)) just in case the premise visit tech does the same song and dance and says everything else is fine, so it must be my SB5101 now I can say "oh yeah, then provision this brand new modem and we'll see if that clears things up".

I have a conspiracy theory that TWCable is now so focused on getting everything up to DOCSIS 3 that they are neglecting even sabotaging all DOCSIS 2 subscribers to provoke them into upgrading to a 3. they do this because in 5 years when they are ready to impediment DOCSIS 3.1, all the 2.0 stuff will no longer work.

"I have a conspiracy theory that TWCable is now so focused on getting everything up to DOCSIS 3 that they are neglecting even sabotaging all DOCSIS 2 subscribers to provoke them into upgrading to a 3. they do this because in 5 years when they are ready to impediment DOCSIS 3.1, all the 2.0 stuff will no longer work"

Great theory but its just that a theory. My advice to any one buying a modem would be to get a D3 one......however there are Millions of D2 ones out there supplied by the company. Sabotaging millions of subscribers would not be a good business decision.

Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson

My SB5120 works flawlessly. It has for years. TWC NEO, and no problems.

Packeteers - To me latest mean different. It's not resolved.
jacko15 - what is software version?

Big problem with your conspiricy theory is that all the Navigator cable boxes have docsis 2 modems in them as do many of the eMTAs and remote monitoring devices on their network. Same as most cable networks of other providers too.
--
Start with what you can do, solutions will follow...

According to configuration manager:
Software Version: SB5120-2.19.0.17-SCM01-NOSH
Hardware Version: 4
MIB Version: II
GUI Version: 1.0
VxWorks Version: 5.4

jacko15

While I was trying to respond, internet kept dropping.

Mine is:

Software Version: SB5120-2.14.0.7-SCM00-NOSH
Hardware Version: 4
MIB Version: II
GUI Version: 1.0
VxWorks Version: 5.4

and that might be the issue.

Thanks.