http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18350869 en Sat, 26 Mar 2022 13:55:06 EDT Sat, 26 Mar 2022 13:55:06 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18356861
Comcast and chaos.... Hmmmm.... :uhh: :D]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18356861 Fri, 18 May 2007 15:52:20 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18354048
The whole reason you had that gateway in the first place :)

Have a great one. Now that you're all set, enjoy what Comcast has to offer :)
--
Comcast CAE/TSE/CSR
Tier 1.5 Comcast High-Speed Internet Support
Tier .5 Comcast Digital Voice Support
South Florida Center]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18354048 Fri, 18 May 2007 02:10:35 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353957 maybe it seemed chaotic but till today i always gave comcast the benefit of the doubt thinking they just wanted us to be happy but it never happened.
the installer today really dropped the ball too! by not letting me set it up and giving the phone people the wrong mac address made it that much more involved than it even should have been. all in all... i went out and got my own modem and got rid of that none, load bearing piece of a gateway they call the netgear cg814wg v2!
i just used this sb5101 and it performed like a champ!
IM HAPPY NOW.]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353957 Fri, 18 May 2007 01:35:57 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353849 said by Johkal:

The config files for the SB5xxx series modems are generic, however, the firmware isn't.

It is normal for a customer with an SB5101 modem to receive a config file for an SB5100. But, since the SB5101 is using the SB5100 config file, it will reject any firmware trying to be sent for an SB5100 modem. It is no concern seeing this error. It will not effect speeds or connection.
Thanks for the info on the firmware.

Still, on the service level he should have been seeing speedtier instead of silver/standard.

But like I was saying from the beginning, he was CHN and switching to a standard modem. Creating chaos.
--
Comcast CAE/TSE/CSR
Tier 1.5 Comcast High-Speed Internet Support
Tier .5 Comcast Digital Voice Support
South Florida Center]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353849 Fri, 18 May 2007 00:56:03 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353768 Don't be concerned seeing this in your log. Ignore it.

Config file accepted: 2007-05-17 12:53:39 6-Notice E102.0 SW Download INIT - Via Config file d11_m_sb5100_standard_c01.cm

Firmware rejected: 2007-05-17 12:53:43 4-Error E107.0 SW upgrade Failed after download - Incompatible SW file
--
Write me up a 125.......I Can't Drive 55 »redrocker.com/ »cabowabo.com/]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353768 Fri, 18 May 2007 00:34:38 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353690
also the failed config file not taking is ok too?
why would that be? i know you say they are generic but it wont even accept that one!]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353690 Fri, 18 May 2007 00:16:01 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353685 --
Write me up a 125.......I Can't Drive 55 »redrocker.com/ »cabowabo.com/]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353685 Fri, 18 May 2007 00:14:37 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353654
you and i alike thought it was a simple phone call but the total miss-communication of the installer giving the wrong mac addy and he not saying to others who helped him set it up on the phone just was a complete mess.
i spent another 1:40 trying to reslove my problems.
from what i was told was that because my acct. was downgraded from networking to standard the speeds wouldnt take because the price i was paying was not the same as the speed i said i was too be getting. does that make sence to u guys? im actually somewhat confused about it still! ive been getting charged with the rented gateway.....73 a month. thats the 8dwn 768up. so comcast said i wasnt paying for that service thats why my speeds arent there.
i had asked the kind lady just to look back and see what ive been paying for and she could see im suppose to get the 8/768 speeds.
so all in all im back in action and ive never seen speed so fast in my life....til now. my first speed test to ny i was blown away.

is that good or what!
one last and still ongoing issue is why my mac addy in the modem wont reset to the right one. my old mac addy is in there for some reason. is that even possible?
after seeing the speeds im getting now i have quickly forgot about all the mess.
oh btw.....do i need to get firmware for this sb5101? i kinda looked at motorola.com and didnt see much there. maybe one of you kind folk that gave me great insight to my issues so i didnt end up looking like i was a complete moron when i was trying to get this resolved could point me in the right direction. i totally am greatful to the help i got so far!]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353654 Fri, 18 May 2007 00:08:39 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353061
It is normal for a customer with an SB5101 modem to receive a config file for an SB5100. But, since the SB5101 is using the SB5100 config file, it will reject any firmware trying to be sent for an SB5100 modem. It is no concern seeing this error. It will not effect speeds or connection.
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Write me up a 125.......I Can't Drive 55 »redrocker.com/ »cabowabo.com/]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18353061 Thu, 17 May 2007 22:12:40 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18352658
REGARDING MODEM CHANGE AND SWAP:
You had the gateway device, implication being that you are/were a Comcast Home Networking subscriber.

You bought a Motorola Surfboard 5101, standard modem.

This disables you from running a wireless network unless you have a 3rd party router installed to the modem.

REGARDING GATEWAY SETUP AND WEP:
The passphrase doesn't matter too much, since it gets encrypted to a hexadecimal amount. This is why you can select Key 1, Key 2, etc. in the gateway configuration.

Also I will mention that WEP is the poorest version of wireless network protection, WPA surpasses it by far, WPA2 by even farther. New 3rd party routers support this, our gateways do not (WEP only). WEP can be cracked within 10 to 15 minutes using certain software, even if the SSID is not broadcast (seen by others with wireless access).

REGARDING THE SCHEDULING AND TECHNICIAN THAT CAME TO YOUR HOUSE:
The technician that came to your house can only do what is written on the work order, the work order is generated overnight and he gets the sheet in the morning when he wakes up and goes to his truck. Otherwise the records are wrong, the pricing is wrong, and the technician could risk his job doing something that was not ordered.

The scheduling options available to the agents on the phone is very limited. We (and you) do not always get to pick the days or times you want or would like. The option simply isn't available to choose on our end. In addition, not all of the technicians you reach by calling can schedule same-day appointments -- for instance, I am not allowed to. The option is there, but I am not allowed to. It's reserved for dispatch and others and reasons that i'm unaware of.

REGARDING THE PROVISIONING AND SPEED ATTACHED TO YOUR MODEM:
You can clear this up on the phone with a Customer Service Rep, have them check the rates (what you're paying for) and correct the bootfile aka service level on the modem. You should get your 8Mbps back.

Hope this helps :D
--
Comcast CAE/TSE/CSR
Tier 1.5 Comcast High-Speed Internet Support
Tier .5 Comcast Digital Voice Support
South Florida Center]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18352658 Thu, 17 May 2007 21:04:44 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18352521 (previous change was Wednesday December 20th 06, @01:04AM)
(reviewer registered on 2006-12-19 16:41:21, has visited 47 times since)

From: Fitchburg,Worcester,MA
Contract was $64 per month (6 months)
From order to live: about 4 days
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

: "fast service"
: "price"
: "overall id say great but no value"

» update this review (mispellings are in red)
high speed finaly became available after 2 years of red tape with the town and state because of where i live. but it is in and overall working great. there has been a couple times when the internet was down but came back quick. i think some of the problems my first week with the internet was because of the working along the lines. the installer was very nice and was professional. i ordered the 4000kbs then after a week went up the 8000 kbs....its fast! but for 64 a month its kinda steep. i do get some slow periods which i am very concerned about considering i play alot of onlie games which i get booted sometimes.

6 month review

well unfortunatly for comcast im not here to rant and rave about a great service they have provided us with for the 6 months we have been involved with them. im here to just vent about the number of issues that have plagued us since day 1.

3 botched installs.

where 1st installer ran the cable from the box on the side of our townhouse along the front steps to a basement window and ran the cable to the top of my 2nd fridge(have to have one for beer)and set up the gateway there. that night intenet was on and off constantly and it seemed like the steel joists in my finished side of the basement was degrading the connection. i did infact let the tech know my concerns about it being a issue with connectivity and he stated all would be fine. it wasnt thoguh!

2nd installer came and was even more(from what it seemed)understanding of the issues with loseing connection and he and i felt as though the modem/router(netgear cg184wg v2) needed to be moved over to the computer and be directly hooked together(hardlined). same modem/router because i had a comp on the 3 floor that was wireless still and had no issues. the 2nd tech. actually made a comment to me about the lack of creativity with the 1st installer in picking a WEP encrypted passphrase for the modem/router. he chose "THISISMYWEPPASSPHRASE" as our password and myself and the 2nd tech just shook our heads.

then we did experience good and bad connections for the next few months. but id have to say mosly good. in that same time-frame we did notice alot of inconsistant connectivity when the cg814wg v2 was being heavily used it would seem to just give out. not in a sense that i lose internet connection to web browsing but lose the connection in p2p activities and gaming.

calls here and there to tech support always went well and honestly was the only thing that made me feel like the were really conceered in getting us the best service from them. almost 15-20 calls in 6 months(no lie) for dropped connections and i had finally decided to get rid of the comcast supplied modem and get my own.

ohhh were just getting started.....

i went and aquired a STORE BOUGHT motorola sb5101 and wanted to put it in and set it up that night. to my astonishment i was unable to install it because there was some kind of coller(metal tube around the cable end into the modem). ????? why the would have put it there was beyond me but after a call to tech support it seems my last installer was told to put it on there because we were still using directv and not comcast tv. so i expected to just get a tech here and unscrew this so i could use the new modem i bought. but noooooo... they tell me its going to be 5 days til they can get here. ARE YOU KINDING ME???? i mentioned i could cut the cable and crimp a new end on it and they advised me not to do that. next day i called and said theres no way im waiting 5 days. i got a next day appt and it was done.

were not done yet with this fiasco

tech arrives and is at my door holding a comcast supplied rca modem and i informed him hes just here to use the wrench that slips under the coller and unscrew the cable. he says " i dont have the wrench". i tell him cut it and do what i wanted to do in the begining! and his job was done. id do the rest.

he says " well sir im here for an install so i might as well do it for you" i agreed reluctanly and let him. stupid me. he leaves and i see we are only recieving the minimum tier of service. we are suppose to have 8 ....768.

i looked in the log of my modem and say the file they were trying to update my modem with was for a sb5100....not my sb5101! called tech support and let them know i noticed it was wrong and they tried to get my tier up and running for me.

no success. after 1 hour on the phone!

it turns out the installer gave the people on the phone the wrong mac address. he gave em the usb address when he knew he was using the ethernet one. so i call tech support and still unresolved at this moment. 1 more hour supposedly.

OVERALL UN-HAPPY CAMPER.

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]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18352521 Thu, 17 May 2007 20:36:24 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18351621 http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18351621 Thu, 17 May 2007 17:21:03 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18351540 http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18351540 Thu, 17 May 2007 17:05:11 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18351376 Config file d11_m_sb5100_standard_c01.cm

That's the bootfile on your modem. Now i'm not an expert in provisioning, but I do believe the sb5100 in the bootfile should be sb5101.

Have this information ready when you call:
MAC address on modem (may be listed as HFC MAC, always starts with 00 [zeros])
Customer Serial Number (starts with 05, 06, or 07), may appear as Customer S/N

This will expedite the provisioning process, if the agent tells you there's nothing they can do, they simply don't know what to do. Ask them to contact provisioning, or if you were able to reach the agent quickly, hang up and call back and get an agent that knows how to provision or get in contact with our provisioning department.

Apologies for the incompetence. You should never get the "call back tomorrow" unless at least your modem is offline and there's an issue in the area.

Hope this helps. Once you get your issues resolved I am confident you will enjoy Comcast HSI.

P.S. Why did you trade the gateway and buy a modem? You didn't want Home Networking anymore, or wanted to do it with your own devices? Since the modem you bought isn't a router but the gateway you got rid of acted as one.
--
Comcast CAE/TSE/CSR
Tier 1.5 Comcast High-Speed Internet Support
Tier .5 Comcast Digital Voice Support
South Florida Center]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18351376 Thu, 17 May 2007 16:36:11 EDT http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18350900
A. Nice
B. Competent

The modem lit up and I had the correct configuration in just a few minutes. I have not always had such good luck with Comcast, but they do seem to have improved quite a bit in the last year or so. Try giving tech support another call and see what happens.]]> http://www.dslreports.com/forum/Re-upgraded-to-sb5101my-speeds-arent-correct-18350900 Thu, 17 May 2007 14:57:32 EDT http://www.dslreports.com/forum/upgraded-to-sb5101my-speeds-arent-correct-18350869 after the tech left he said my purchased speeds would take effect as soon as he called in to the office to confirm the finished appointment.
well well well....its not as he said it would be. GO FIGURE
this is actually my first time buying my own modem and not using a supplied one from comcast.
so i call comcast and they tell me for some reason my modem isnt accepting the upgrade for my speed. presently my purchased speeds are suppose to be 8 down and 768 up.
im only seeing 4 down and 356 up.
heres what i have seen in the modem.

Time Priority Code Description
2007-05-17 12:53:43 4-Error E107.0 SW upgrade Failed after download - Incompatible SW file
2007-05-17 12:53:39 6-Notice E102.0 SW Download INIT - Via Config file d11_m_sb5100_standard_c01.cm
2007-05-17 10:48:59 6-Notice I401.0 TLV-11 - unrecognized OID
1970-01-01 00:01:13 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:01:06 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:01:02 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:00:51 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 00:00:51 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:00:38 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 00:00:37 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:00:14 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 00:00:14 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:00:09 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 00:00:08 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

i am totally oblivious to mush of this stuff but i feel like something is wrong. any insight would be greatly appreciated.
btw i was given the old "well sir you can call us back tomorrow to follow up with your problem"
maybe im over reacting to something simple but since joining the ranks of a comcast hsi user i am completely and utterly dis-satisfied with there comcrap!]]> http://www.dslreports.com/forum/upgraded-to-sb5101my-speeds-arent-correct-18350869 Thu, 17 May 2007 14:52:10 EDT