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New Contributor II
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Problem with Motorola SB6141 Upgrade
I'm on preferred service here in Henderson NV with an old Motorola SB5120 modem and was told upgrading to a DOCSIS 3 modem would improve performance. To that end I checked the compatibility page, ordered the SB6141 and placed a call to support last night to have it provisioned. Before the switch I was getting about 20mb/down and 5mb/up according to speedtest.net.
After the switch, it was backwards, I was getting 1mb/down and 20mb/up. After spending TWO hours on the phone with tech support, rebooting, bypassing everything and plugging my laptop into the modem the tech finally "gave up". He was very patient but ultimately could not make it work. He blames the modem as being faulty but the lights indicate proper operation. Reading other threads I see there may be a config problem. He did try and send config updates (numerous times).
The final answer was "exchange it". We switched back to the old modem and after another call got it working. Three hours later, back where I was when I started.
I really doubt this modem is defective, it powers up, connects, works, except for the speed being backwards (slow down, fast up).
Other than just connecting my laptop and running speedtest.net (and getting a wide variety of IP addresses), he never asked me to look at anything on the modem's config page (not that I know how to do that).
Reading other threads here I see other problems that may or may not be related but don't really understand the solution.
Can anyone here help? I really would like to get upgraded (although at this point I'm not sure why).
ChrisL
Former Moderator
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It is possible that the modem could have been out of box defect or needed a firmware update. Your account may also need updating once you add a 3.0 modem however that wouln't cause your speeds to be as slow as you were seeing. If you want to provision the 6141 again and reply back I can take a look at it's status. When I look at the current modem the upstream levels are unacceptably low which may be a factor with the performance issues you were seeing. The 3.0 modem actually are a little more sensetive to signal issues.
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lvrouter
New Contributor II
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Based on the fact the tech was able to access it, update, it reboot it AND the fact that it did work (although with reversed speeds), I just don't believe it to be defective. The tech told me specifically that the firmware was "updated" MULTIPLE times during the two hour call with tech #2.
While I appreciate your prompt response, it's not a solution. I have no idea what "upstream levels" means nor do I want to spend another 3 or 4 hours trying to troubleshoot what should be a relatively simple upgrade to a modem that is clearly spelled out as being compatible on your web site. I spent my entire evening in an equipment closet moving wires, connecting and reconnecting my laptop, speaking with three different technicians only to be back where I started.
Specifically, what should I do to get this resolved. I've had Cox cable service for 22 years and, fortunately, haven't needed much in the way of help, now that I need it I understand the frustration that others experience.
Do I need an onsite technician to spend HIS time fixing this problem, rather than mine?
Thanks again for any assistance you may provide.
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ChrisL
Former Moderator
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It might actually be productive to arrange for a technician to come out and do some checking. The upstream signal level could be an issue. With the technician on site he/she would be able to troubleshoot using the desired modem until the problem is either resolved or verified works with another known good modem.
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ChrisL
Former Moderator
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I see you left the new modem active so I was able to take a look. One thing I see right away is now that the signal levels look good the modem is experiencing lots of packet loss. If the original one worked I'd say there's a distinct possibility this one may be out of box defect. There are other things that can fail with a modem and the lights would appear perfectly normal as how the lights aren't meant to be a modem diagnostic tool but rather a service status indicator.
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Accepted Solution
lvrouter
New Contributor II
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Problem solved. There was an issue with signal strength which the technician solved last night, however the new, out of the box modem had some kind of "issue" even though it appeared physically okay and the lights were on. You were right. I bought another 6141 this morning, had it provisioned and I'm back up and running.
I REALLY appreciate the quick and accurate response, thanks again.
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ChrisL
Former Moderator
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That's what warranties are for, great to hear it all worked out in the end.
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Ketchup
New Contributor
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The SB6141 is not really supported by cox, they put generic firmware on it from another motorola and cross their fingers that you don't call and complain about the half speeds, pings that time out, websites that take 20 seconds to load. Version SB_KOMODO-1.0.6.10-SCM00-NOSH does not work correctly with the sb6141, but the 1.0.8.10 will give you the speeds, but still has latency issues. Cox can give you the firmware, but they reset it in a matter of a day or 2, and your back with the terrible speeds. This has been going on for months, there are others with the same problem, but it has not been addressed. So I'm paying for premier and getting back of the bus speeds and service.
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KipK
Former Moderator
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It's not "generic" firmware. Motorola thought it was a good idea to unify the SB6120/6121/6141 firmware (it's actually on their datasheet for the model as a selling point), and they seem to have done quite nicely.
Actually, 1.0.6.8 works great in most areas, but 1.0.6.10 works better in some.
We had the firmware upgrade criteria fixed a few months ago so all the areas that can benefit from it will allow modems to keep 1.0.6.10, and I'm showing that your modem has 1.0.6.10 and hasn't had a reset from our side in 57 days.
With your signal levels and the fact that I'm getting no packet loss, that does not sound like a modem problem. More like a router, wireless, or computer problem. I don't see any speed test results on file, though.
Can you try the Speed Check at https://myaccount.cox.net/internettools/speedcheck/speedcheck.cox and if you get less than 50mbps down, try a direct connection from one computer to the modem (since by the MAC OUI it looks like you're connecting through a Netgear router, though we can't tell if you're wired or wireless) and check again?
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Ketchup
New Contributor
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So pisspoor speeds are a computer problem huh? For your information, ALL THAT HAS BEEN TRIED ALREADY, AND A TECH HAS COME OUT ALREADY, so keep reading your little one lines your given to spout by cox like there is nothing wrong and pat yourself on the back for doing nothing about the real issues. I had to buy another modem with lesser function than the one I had because your company does not support it 100%, fact! Ping test drop consistently on every test, without the router installed, and the tech saw the same thing when he was here, I could live with the ping loss and latency, but not the crappy speed of 24-32mb, when everyone I know has 60mb+ with same service. You need to drop support for that modem on your website. What infuriates me is the lack of anybody who knows anything at cox, ask anyone in Baton Rouge, and they say the same thing.
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ChrisL
Former Moderator
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Which modem are you referring to?
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