New Contributor
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9 Messages
Can't get Cox to successfully connect my new SB6120 modem.
cox costumer service and techs have failed to help me activate my new motorola sb6120 modem. Although they have said that the modem is broken and to return it, I've called motorola and have had second opinions from other techs and they've all said that the modem works fine, that the problem is from the ISPs end. Everytime i've asked cox to update my modem with the latest firmware and reprovision it, they refuse to acknowledge my questions and requests. there are a lot of people with this problem online, do any other cox users have or at any point had this problem? Any help would be greatly appreciated.
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Trikein
Contributor III
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806 Messages
What is the actual problem. What did Motorola say is the issue on ISP end? Signal? Firmware? Configuration file? And there aren't alot of people having a issue with the SB6120. I personally owned that modem.
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Tac
New Contributor
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9 Messages
They said all the signals looked fine by what I told them and that the ISP is failing to provide a proper IP address for the connection and that the firmware might be a result of the modem failing o register and
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Trikein
Contributor III
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806 Messages
What IP is it providing? Do all the lights come on the front?
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Tac
New Contributor
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9 Messages
The IP is and the lights are all on at the moment.. Sometimes they stay on but usually start cycling continuously when I try to activate it or if I reset my modem
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Tac
New Contributor
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9 Messages
Now that I tried to activate it again, the ip says
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Tac
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Tac
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Trikein
Contributor III
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806 Messages
Sounds like a provisioning error. We could do a factory reset and then check the logs for the configuration file the modem downloads, but that wouldn't fix the problem, only confirm it.
Where did you get this modem? Second hand?
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Tac
New Contributor
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9 Messages
no, i bought it new from oceanreefelectronics.com
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Trikein
Contributor III
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806 Messages
I don't think this is anything basic troubleshooting will fix. Its either firmware issue or it's a provisioning issue, or its a hardware issue, but I doubt that. Maybe when you call, ask them what your modem's configuration file is?
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Tac
New Contributor
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9 Messages
So, what do i do? how can we fix this?
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Trikein
Contributor III
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806 Messages
Well either a Mod can have a look or you can call in and ask them to double check the config file. You might have gotten a refurbished modem which had a firmware on it that isn't compatible with Cox. It "should" auto update but Im thinking something is getting in the way.
Just in case, what are the signal levels to the modem? Should be on the "Signal" tab. Also, you might want to look for a "Factory reset" button somewhere on the modem's website. Probably won't fix it, but if you reset it to factory, and then reboot it, and then check the log tab, somewhere in it will have your configuration file. That will at least show the problem in black and white. Just be careful posting it because there is private info like your MAC address.
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KipK
Former Moderator
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606 Messages
I'm surprised anyplace is selling a 'new' 6120 since it was replaced by the 6121 in ~2010.
I wish those screenshots weren't so tiny. I'd like to double-check the numbers against what I see in the provisioning system and see what the log says.
If the HFC MAC ID (not USB MAC) is correctly entered, then you should get online with (as far as I know) any version of the 6120 firmware.
Assuming it is correct in our system, then if you have a free cable outlet you can hook the modem to, I should be able to see it online in the self-registration system and upgrade it even if it's not provisioned, if you'd like to try that.
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JTECH
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1 Message
Never reveal your IP address to anyone. Protect your Internet portal identity.
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Trikein
Contributor III
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806 Messages
Who was giving out their IP?
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