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Tennetty's avatar
Tennetty
New Contributor
11 years ago

Locked Motorola SBG6580

Hello, we have a Motorola sbg6580 for 2 years. Has worked fine. Just last night internet stopped working. I rebooted modem many times, no help. Today I logged onto the gateway configuration and it appears to be locked. The network is fine - I can see other computers, just can't access the internet (I'm writing this laboriously on my tiny phone). The info is:

firmware: sbg6580-3.5.8.4-ga-00-505-nosh

mac address: e4:83:99:69:c1:11

On Connection page:

Under Startup Procedure it says Acquire Downstream Channel, Comment is locked.

Under Downstream Bonded Channels, all 8 channels show Locked.

Under Upstream Bonded Channels, the first two are locked, the last two are not locked. 

I assume t being being locked is why I cannot connect to internet. I have tried connecting my computer with actual cable or trying wireless, nothing works. Phone also cannot cnnect(using 3G). Any ideas?

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  • Tennetty's avatar
    Tennetty
    New Contributor
    11 years ago

    Hi Tiffany,

    i tried pressing the reset bottom for 30 seconds without change. I have also rebooted the router by unplugging the power and coaxial cables for 30 seconds and plugging them back in. I have also tried rebooting the router from inside the gateway configuration.

    i have been able to connect wirelessly for 2 years. It just stopped yesterday. I changed the pass phrase from the router label a long time ago. But that's not really the problem. My computer is connected via the cable and there is no internet on the computer either. There is no internet...presumably because it is locked. Thanks! Any other ideas?

  • Tennetty's avatar
    Tennetty
    New Contributor
    11 years ago

    I spoke with Charmaine at Cox tech support for about an hour and she concluded that only a wireless specialist knows how to go in and unlock the router. But that's a fee-based tech support. So I'm supposed to pay for someone to unlock it. I'll try calling Motorola.

  • Tennetty's avatar
    Tennetty
    New Contributor
    11 years ago

    I spoke with mike at arris (Motorola) tech support and the channels are supposed to be locked - so that's not the problem. Back to square one - no internet connection for unknown reason.

  • Tennetty's avatar
    Tennetty
    New Contributor
    11 years ago

    Hi - yes, my IP phone wasn't connecting (connected via cable), my computer wasn't connecting (tried cable and wireless) and our phones weren't connecting (wireless).

    I just went into the Gateway configuration though and changed the IP address for the LAN (from 192.168.0.1 to 192.168.0.2), then rebooted the router and the computer/phones and that seemed to have solved the problem. I'm not sure why, or what changed but I can access the internet now on all devices. That is odd, but whatever.

    Thanks,
    Kari

  • JustAnotherUser's avatar
    JustAnotherUser
    New Contributor III
    11 years ago

    Tennetty said:
    I changed the pass phrase from the router label a long time ago. But that's not really the problem.

    But that may indeed be the problem as the tech support person noted - when you reset the device the passphrase (or password et al) went back to the factory default (in fact, everything is supposed to be defaulted again perhaps even meaning NO passphrase and some simple admin password). Unless you then set everything back up again there could be a pretty dramatic disconnect between what you think is there and what actually is there.

    [addendum added after posting - I see you fixed the problem by changing an IP address from the Factory Default caused by the reset to what you had manually configured prior so the parenthetical aside above was correct]

  • Tennetty's avatar
    Tennetty
    New Contributor
    11 years ago

    But that would be the passphrase for the wireless. It shouldn't affect the devices that were plugged in via the ethernet cable.

    I had not manually configured the LAN IP address before, so it was always set to the factory default. I just changed the wireless passphrase. Resetting the wireless passphrase would not effect the devices plugged into the router. That would only cause the devices connecting via wireless to not work, so that was not the original or even the intermediate problem.