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Pir8pete
join:2003-09-05
Ottawa

2 edits

Pir8pete

Member

Firmware version

@TekSavvy

Since when did the Quebec side require firmware version 1.0.6.13 for the SB6120, SB6121, and the SB6141? it's been 1.0.6.12 for a while and there's been no notice on a change recently.

I have a customer requesting this so I asked for the "transcript" with from your tech support, see below;

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Here is the information relating to the firmware version

Steve.

From: Steve XXXXXX [mailto:xxxxxx@gmail.com]
Sent: June-26-14 7:25 AM
To: xxxxxx, Steve
Subject: Fwd: TekSavvy Online Help Centre - Your Recent Chat History

---------- Forwarded message ----------
From: "TeKSavvy - Help Centre Notifications"
Date: Jun 25, 2014 5:49 PM
Subject: TekSavvy Online Help Centre - Your Recent Chat History
To: "STEVE xxxxxxxx"
Cc:

*** Please ensure all responses are made above this line ***

Hello STEVE xxxxxxxxx,

Thank you for using the TekSavvy Online Help Centre Chat. For your convenience, you will find below your recent chat history.

Chat History:

Sue E. (TekSavvy Online Help Centre)

Jun 25 05:49 PM

STEVE xxxxxxxx has joined the room

Sue E. 5:23:
Hello! Welcome to the TekSavvy Online Help Centre Chat!

STEVE xxxxxxxx 5:23:
Change modem and upgrade service

STEVE xxxxxxxx 5:23:
Hi Sue

STEVE xxxxxxx 5:26:
And here is the relevant info for the device:

STEVE xxxxxxx 5:26:

SB 6120-1.0.2.4- NOSH
Boot version PSPU-Boot 1.0.04ml
Hardware version 3.0
Serial # 317001005xxxxxxxxxxxxx
Firmware build date 24 Nov 2009 19:46:23
HFC MAC ID: xxxxxxxxx Customer S/N : xxxxxxxxx Part Number # 545100-009-00

Sue E. 5:29:
Thank you for your patience. I do apologize but the modem needs the following firmware 1.0.6.13 to be able to be used on the network.

Sue E. 5:37:
Thank you for your patience I called a supervisor to make sure. I do apologize if someone told you that the firmware would be okay because we do have to follow our approved list. This list we have to follow is provided by Videotron, they approve what can be used so that you get optimal performance from your modem and so that out dated firmware doesn't cause any issues on their network.

We would love to receive your feedback on your recent chat experience with us. If you would like to rate this experience, please follow the links below:
How would you rate the support you received?

Good, I'm satisfied

Bad, I'm unsatisfied

Thanks for choosing TekSavvy!

/// All links in this email can be easily viewed through a Mobile Browser \\\

This email is a service from TekSavvy Online Help Centre. Delivered by TekSavvy.

TSI Andre
Premium Member
join:2008-06-03
Chatham, ON

TSI Andre

Premium Member

There has always been a requirement list for all vendors. I guess V has always been more lenient. I just noticed that vCable on our site doesn't have the approve modems listed with the firmware so we will get that updated.

As for the actual firmware that is approved, let me double check which is the correct requirement.

Pir8pete
join:2003-09-05
Ottawa

1 edit

Pir8pete

Member

waiting for your reply, on fw version required. I have this guy waiting thx

TSI Keith
Premium Member
join:2012-07-09

TSI Keith

Premium Member

My apologies pete, I've double checked on this for you and it is indeed 1.0.6.13 now. I believe the change just took place within the last few months.

Thank you,
Keith

Pir8pete
join:2003-09-05
Ottawa

Pir8pete

Member

ok, thx i'll have to get my hands on the 13

JenSuisUn
Premium Member
join:2006-02-23
Chatham, ON

1 edit

JenSuisUn to Pir8pete

Premium Member

to Pir8pete
The only 2 modems currently approved for Vcable are as such.

DOCSIS 3.0(All Speeds) - Firmware
•Motorola - SB 6120 SB_KOMODO-1.0.6.13-SCM00-NOSH
•Technicolor/Thomson - DCM475 STAC.55.08

It has been confirm that Videotron actually modifies the modem firmware once it's connected to the network. They will push the proper firmware to the modem that the network requires.

Regards,
Martin

Pir8pete
join:2003-09-05
Ottawa

Pir8pete

Member

hopefully I can get this fw today, as this guys waiting.

TSI Andre
Premium Member
join:2008-06-03
Chatham, ON

1 edit

TSI Andre to JenSuisUn

Premium Member

to JenSuisUn
...

Teddy Boom
k kudos Received
Premium Member
join:2007-01-29
Toronto, ON

Teddy Boom to JenSuisUn

Premium Member

to JenSuisUn
said by JenSuisUn:

They will push the proper firmware to the modem that the network requires.

So in the general case, customers don't have to worry too much about firmware. As long as the firmware mostly works, things will be fine. That's definitely great.

For Pete's customer though.. SB 6120-1.0.2.4- NOSH is both ancient, and known to be buggy as hell (it is the version that Rogers pushed out way back when that caused huge problems). You can probably get away with upgrading to 1.0.6.12 and let the firmware get upgraded again by Videotron. Not the greatest, but..

For us firmware aficionados, it would be great if we could get copies of both 1.0.6.13 and STAC.55.08 somehow

Pir8pete
join:2003-09-05
Ottawa

2 edits

Pir8pete to JenSuisUn

Member

to JenSuisUn
said by JenSuisUn:

The only 2 modems currently approved for Vcable are as such.

DOCSIS 3.0(All Speeds) - Firmware
•Motorola - SB 6120 SB_KOMODO-1.0.6.13-SCM00-NOSH
•Technicolor/Thomson - DCM475 STAC.55.08

It has been confirm that Videotron actually modifies the modem firmware once it's connected to the network. They will push the proper firmware to the modem that the network requires.

Regards,
Martin

Nice to see vcable is making it less painfull then rcable ;p

But to the issue with steve as he's still waiting and I'm having a hard time getting this version quickly, why can't Steve use this modem then, he is coming to me saying the CSR with TekSavvy won't help till he has this firmware version loaded? I can try what Tedd said but will you guys allow it then?

needsomehelp
join:2014-02-07
Canada

needsomehelp

Member

Tell him to lie when he places the order. There is no way for Teksavvy to know what FW is on a modem, and if Vtron pushes their own anyway, then it won't really make a difference.