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EGM92

join:2006-01-29
reply to KingNectar

Re: [Cable] Teksavvy Cable Constant Modem Restart [SB6120]

Click for full size
I too get the unresponsive connection, the modem isn't resetting but there's no activity. The internet is down for 30-40s then it'll come back. I took a screenshot of my modem signal screen right after it came back online. Maybe this can help?

Innov8
Premium
join:2011-07-19
Folks I am a customer that has experienced the same stuff as many of you over the last few weeks. There is nothing you people or most of us have done to cause it. Neither has Teksavvy done anything from my knowledge. The solution and issues are with the underlying carrier.

My experience and conclusion is that specially for Motorola Modems that unless you have the right Software level, you will be pushing on a string. Lot of the time will be wasted on Logs, blinking lights, levels, splitters and other stuff to no avail.

It appears without a question that the issue is tied squarely with upstream bonding. For Motorola Modems based on the CMTS hosting you, the loading factor of the CMTS, in your area of service, it may be less or more severe. For 6120/6121 Motorolas there is no escaping being at 1.0.6.1.

»teksavvy.com/en/res-internet.asp

After days and if not weeks of frustration and horsing around you will be told the cause as an unsupported modem or Modem Software that suddenly the carrier has discovered you have. Help yourself and search the forums and get the right modems on Craiglist and look for help. You will probably have better luck that way.

I went from Aborted, Continue, etc., states repeating many times an hour sometimes to pretty steady state with such an approach.

It is disgusting and abhorrent to say the least. Given the current Carrier not upgrading Software on Teksavvy or other TPIA customer clients, all modems will suffer such fate and be orphaned over time. I do not see how Teksavvy and others will be able to provide reliable service over many years and software changes required on modems unless they sort this aspect with the carriers in their Wholesale arrangements. Sooner or later all Teksavvy and like modems would be unable to answer, "Who is your daddy?"

Just my 2 cents and not to offend anyone and in case it helps.


nitzguy
Premium
join:2002-07-11
Sudbury, ON
reply to EGM92
said by EGM92:

I too get the unresponsive connection, the modem isn't resetting but there's no activity. The internet is down for 30-40s then it'll come back. I took a screenshot of my modem signal screen right after it came back online. Maybe this can help?

Upstream power level issue....its a signal related problem, modem keeps resyncing over and over and over again...if you haven't made any physical changes in your house in regards to moving the modem to another outlet or putting in a splitter, call them up, you need Rogers to come out to see whats going on...

Bonding may have just been coincidental....its increasing your time to get online because your modem is trying to get 2 channels, but only ends up with 1 just barely @ 52dbmv as you can see there...that seems to be near(er) the upper range for modems to be knocked offline now with 64QAM upstream modulation...you could get away with more power with 16QAM and QPSK (55dbmv usually)...but definitely the only way to permanently fix it is to get a tech out there to see "whats going on".

HTH


tonytoronto

join:2007-10-31
Toronto, ON
Click for full size
i posted screenshot from my modem, similar issue, 2 of the channels (4-7) go down and so does the modem. According to a Teksavvy Tech those are normal values!

Innov8
Premium
join:2011-07-19
tonytoronto get in touch with "Teddy Boom" here at DSLReports. Specially if you are in Toronto. Great help.

It is discouraging to see people keep talking about getting a Tech out and all other stuff. If you did not touch anything then the issue is carrier and modem software mis-match. Teddy Boom can help and so can Teksavvy if you got your modem from them. So I think!

Read the following thread too,

»Modem Reset Everyday in Brampton + Slow Download Speeds

Cheers.


Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:21
said by Innov8:

tonytoronto get in touch with "Teddy Boom" here at DSLReports. Specially if you are in Toronto. Great help.

Thanks Innov8!

I can upgrade SB6121s to 1.0.6.1. That did seem to help Innov8, but to be honest I'm a bit surprised. Until Innov8, I thought the 1.0.5.1 firmware (on most SB6121s) was fine. If you have a SB6120 then Rogers has already upgraded you to 1.0.6.1.

There are certainly other causes of this issue, but getting the right firmware is a good first step...
(for those with a DCM475, I'm working on the problem. First I need a source modem to rip a copy of STAC.02.16 from...)
--
electronicsguru.ca/for_sale/Cablemodems


tonytoronto

join:2007-10-31
Toronto, ON
Yup, i'm already on 1.0.6.0.1, there is a newer firmware version that Comcast pushing out (»SB6120 Firmware Updated (7/19/12)) and seems to help some of they customers with the exact upstream bonding crap, Chances are Rogers will never update any of the motorola modems.
Have another tech coming tomorrow, like the 2 before him will check the tap and tell me signal fine and will again change the cable terminal at the modem and that's it, nothing will once again get done. Weird part all of this, internet been crap for well over month and all of sudden been good for 2 days, nothing on the logs at all, go figure.


Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:21
said by tonytoronto:

Comcast pushing out (»SB6120 Firmware Updated (7/19/12)) and seems to help some of they customers with the exact upstream bonding crap,

Interesting.. My most recent FW for these is 1.0.6.3, I'll have to go digging Meanwhile, assuming I find a copy of 1.0.6.6, I suspect Rogers will downgrade SB6120s back to 1.0.6.1 automatically
--
electronicsguru.ca/for_sale/Cablemodems


Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:21
reply to tonytoronto
said by tonytoronto:

Comcast pushing out (»SB6120 Firmware Updated (7/19/12)) and seems to help some of they customers with the exact upstream bonding crap,

That was easier to find than I expected. I haven't tested it out yet, but I should be able to flash to 1.0.6.6 now. However, as I said, Rogers may just roll you back to 1.0.6.1 on SB6120s. Of course Rogers doesn't do anything for the firmware on SB6121, so owners of SB6121s can try 1.0.6.6 if they like.
--
electronicsguru.ca/for_sale/Cablemodems

corellama

join:2011-05-29
Kanata, ON
Reviews:
·TekSavvy Cable
I also have the Motorola upstream channel problem. This morning Teksavvy support said Rogers said my 1.0.5 firmware is not compatible. Teksavvy nor Rogers will be updating it, which is crazy. I bought the modem from Teksavvy 14 months ago, so it's out of warranty.

Teddy Boom are you saying you have updated the firmware on a SB6121? Is this something I can do?

This whole situation is very frustrating.


Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:21
said by corellama:

Teddy Boom are you saying you have updated the firmware on a SB6121? Is this something I can do?

It is easy to do if you have the right tools, but it can't be done by end users. I use a JTAG/Flash-programmer to write firmware directly into the flash chip.

They are blaming the firmware, but I'm not certain that the firmware is actually at fault for the problem.

One thing that seems to be missed a lot in the troubleshooting of this problem is doing a factory reset on the modem. Don't do it too often--it will delete the logs, and logs are helpful--but trying it once is important. To do a factory reset on these modems go to the web interface, click on Configuration, and then click the Reset All Defaults button.
(important to try because your modem may be able to find better channels to tune into, and that could clear up the problem. Maybe some other reasons too..)
--
electronicsguru.ca/for_sale/Cablemodems


nitzguy
Premium
join:2002-07-11
Sudbury, ON

1 recommendation

reply to tonytoronto
said by tonytoronto:

Yup, i'm already on 1.0.6.0.1, there is a newer firmware version that Comcast pushing out (»SB6120 Firmware Updated (7/19/12)) and seems to help some of they customers with the exact upstream bonding crap, Chances are Rogers will never update any of the motorola modems.
Have another tech coming tomorrow, like the 2 before him will check the tap and tell me signal fine and will again change the cable terminal at the modem and that's it, nothing will once again get done. Weird part all of this, internet been crap for well over month and all of sudden been good for 2 days, nothing on the logs at all, go figure.

...Might I offer a separate suggestion. With talk of firmwares and whatnot, sometimes its just classic, traditional cable tv troubleshooting that needs to be properly done. Trusting a $100 consumer device to get accurate signal levels is foolhearty at best.

I sometimes wish that techs who troubleshoot cable tv would take some extra time and do a little more digging vs saying "Oh 43 is good" or "Oh 52 is good"....
I was only speaking to EGM92's screenshot and not the others..just as an FYI.

Firmware can't resolve an intermittent signal problem. I'd only say this because it helps, but I don't know if its accurate anymore. Does Rogers still push the analogue channels through? If so, get a small tv if you have one, and just directly connect the coax into it and for starters look at channels 2-6...if they're really grainy and hard to see, that's a signal problem and needs to be addressed. This isn't illegal as far as I can see as this would be for troubleshooting purposes...

If they still broadcast the higher channels in analogue (say 60+ or so) tune to those channels if you can with the tv directly plugged in, if they're grainy and fuzzy as well, it indicates a signal problem and something the tech will need to address...and you can show it to him to see, and perhaps from that standpoint they'll be able to figure out what the issue is...

I know it may be a lot of work for people having issues with Cable, but signal problems manifest themselves in weird ways sometimes. Since when you're looking at that screen its simply a snapshot and not a rolling signal strength indicator, if you see there is an interference or interruption in the signal, you may not see it when looking at the diagnostics...

Again, HTH....also I wouldn't be just blindly updating firmwares and whatnot...there's a reason why Rogers doesn't update their firmware as it can cause unforseen issues...and I know that it can be done, doesn't mean its something you want to do and it may not even solve the root cause of the problem.

The factory reset is a good idea. Also while the modem is plugged in, you can simply unscrew the coax for about 5 minutes, and then the modem will try and retrain onto different channels, when you unplug and replug it in it remembers the last upstream and downstream channel it locked onto and tries those again, and if they are marginal, the modem doesn't care and will try and stick on that frequency.


TwiztedZero
Nine Zero Burp Nine Six
Premium
join:2011-03-31
Toronto, ON
kudos:5
Nice post nitzguy!