[AZ] HSI dropping with new SURFboard 6120

[AZ] HSI dropping with new SURFboard 6120
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deathsniper @ 29th Oct 05:23PM:
[AZ] HSI dropping with new SURFboard 6120

I have just moved 2 miles down the road (same Scottsdale zip code). During the move I upgraded my speed and thus installed a new 6120 DOCSIS 3.0 modem.

Since going live, I have had countless recycles of service and am trying to figure out the issue. The most recent tech visit indicated that they are going to replace the 130 ft. line from the stub to my home as it is 10 years old.

Here is the date from the modem and a slew of errors that no one seems to know what they mean.
--------------------------------------
Model Name: SB6120
Vendor Name: Motorola
Firmware Name: SB6120-1.0.1.8-SCM02-NOSH
Boot Version: PSPU-Boot 1.0.0.4m1
Hardware Version: 3.0
Firmware Build Time: Apr 22 2009 12:15:22
--------------------------------------
Oct 29 2009 13:35:22 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxx;CMTS-MAC=00:1b:54:ca:fa:a0;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 12:22:06 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=00:1b:54:ca:fa:a0;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 09:53:46 4-Error B603.0 Map Request Retry Timeout;CM-MAC=xxxx;CMTS-MAC=00:1b:54:ca:fa:a0;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 09:51:51 5-Warning T202.0 Lost MDD Timeout;CM-MAC=0000;CMTS-MAC=00:1b:54:ca:fa:a0;CM-QOS=1.1;CM-VER=3.0;
-----------------------------------------
Anyone have a clue what these errors mean and how they can be resolved?

mod note: MAC address removed for privacy.
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anon @ 29th Oct 06:05PM:
Re: [AZ] HSI dropping with new SURFboard 6120

My 6120 keeps spontaneously rebooting. It is amazingly irritating. I have called cox support 5 times with no resolution. They say my signals are fine, they say there's no outages and no maintenance in my area. It has been 3 days now of rebooting. The modem has been solid for 3 months, nothing has changed in my configuration.

Downstream Bonding Channel Value
Channel ID 206 205 211 212
Frequency 849000000 Hz 843000000 Hz 855000000 Hz 861000000 Hz
Signal to Noise Ratio 37 dB 35 dB 36 dB 36 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
0 dBmV 1 dBmV 0 dBmV 0 dBmV
Upstream Bonding Channel Value
Channel ID 2
Frequency 37800000 Hz
Ranging Service ID 913
Symbol Rate 2.560 Msym/sec
Power Level 40 dBmV
Upstream Modulation [3] QPSK
[2] 16QAM
[3] 64QAM

Ranging Status Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 206 205 211 212
Total Unerrored Codewords 5716716 5300305 5300564 5300654
Total Correctable Codewords 51 82 0 0
Total Uncorrectable Codewords 3235 1449 1451 1508
Status | Signal | Addresses | Configuration | Logs | Help

© Copyright 1997-2008
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nickphx @ 29th Oct 06:43PM:
Re: [AZ] HSI dropping with new SURFboard 6120

this is really irritating.
Cable Modem
Status Signal Addresses Configuration Logs Help
This page displays detailed information intended for use by an authorized Motorola Corporation Cable Modem technician.
Time Priority Code Message
Oct 29 2009 15:32:02 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:52 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:30:52 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:27:57 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:53 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:26:46 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:25:01 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:52 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:23:51 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:13:32 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:53 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:12:20 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:09:21 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:53 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:08:10 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:22:10:2b:e3:8d;CMTS-MAC=00:1e:be:ff:07:93;CM-QOS=1.1;CM-VER=3.0;
Status | Signal | Addresses | Configuration | Logs | Help

© Copyright 1997-2008
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threegsus @ 29th Oct 06:45PM:
Re: [AZ] HSI dropping with new SURFboard 6120

said by deathsniper :

--------------------------------------
Model Name: SB6120
Vendor Name: Motorola
Firmware Name: SB6120-1.0.1.8-SCM02-NOSH
Boot Version: PSPU-Boot 1.0.0.4m1
Hardware Version: 3.0
Firmware Build Time: Apr 22 2009 12:15:22

This might have something to do with your situation--here's mine:
Model Name: SB6120
Vendor Name: Motorola
Firmware Name: SB6120-1.0.2.0-SCM03-NOSH
Boot Version: PSPU-Boot 1.0.0.4m1
Hardware Version: 1.0
Serial Number: 186901901701008905020011
Firmware Build Time: Jun 19 2009 15:56:47
I'm not qualified to comment on your error messages, excepting there aren't an inordinate number of them and in quoting them you disclosed the MAC addresses of both your modem (CM) and your headend (CMTS). Only send that to authorized Cox employees (»Cox HSI Forum FAQ »Who are the authorized Cox employees that provide support on this forum?) via IM. But first, look through this post of tubbynet's: »[ALL] what to post before complaining about slow speeds...?, then direct-connect your modem to the SB6120 and run for that way for long enough to rule out your router--if you have one. Finally, browse to »192.168.100.1/cmSignal.htm and post a screenshot of that, along with some narrative of your observations. Looking forward to your next post--
Regards and Good Luck
--
Best reason for living in the Now —
"In the long run, we'll all be dead." John Maynard Keynes
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nickphx @ 29th Oct 07:45PM:
Re: [AZ] HSI dropping with new SURFboard 6120

Where can I find the firmware version of my 6120?
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madden2k5 @ 29th Oct 08:02PM:
Re: [AZ] HSI dropping with new SURFboard 6120

You will have to get one of the Cox reps/techs on here to send the newer firmware to your modem. So just PM one of them, and im sure they will get you the latest firmware.
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dvd536 @ 29th Oct 09:29PM:
Re: [AZ] HSI dropping with new SURFboard 6120

Drops are a known issue with the out of the box firmware on the 6120.
one of the techs here can push upgraded firmware to your modem.
--
When I gez aju zavateh na nalechoo more new yonooz tonigh molinigh - Ken Lee
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nickphx @ 29th Oct 09:31PM:
Re: [AZ] HSI dropping with new SURFboard 6120

nice. I asked the person on the phone about firmware, they didn't know what i was talking about. so I pm'd coxtoc1.
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threegsus @ 30th Oct 01:34AM:
Re: [AZ] HSI dropping with new SURFboard 6120

said by nickphx :

Where can I find the firmware version of my 6120?

Try this link to the "Help" tab of your modem's Configuration Manager: »192.168.100.1/cmHelp.htm

I don't think that's the answer, however--I remembered I had some email problems in the early afternoon and look what I found:
Oct 29 2009 15:42:35 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:15:36 4-Error B603.0 Map Request Retry Timeout;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:15:04 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:23 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:14:13 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:14:13 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:14:12 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:07:47 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:30 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:06:43 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:06:43 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Oct 29 2009 15:06:42 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Oct 25 2009 03:01:29 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:03:07 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:02:58 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:02:44 5-Warning R09.0 B-INIT-RNG Failure - Retries exceeded;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:02:43 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:47 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:47 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:46 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=*edit*;CMTS-MAC=*edit*;CM-QOS=1.1;CM-VER=3.0;

The good news is no blown codes since early afternoon; the bad news is Cox HSI had a malfunction in a pretty broad span of Arizona that it was either unwilling or unable to recognize!
Regards and Good Luck
--
Best reason for living in the Now —
"In the long run, we'll all be dead." John Maynard Keynes
reply

nickphx @ 30th Oct 01:51PM:
Re: [AZ] HSI dropping with new SURFboard 6120

Ah, I have the old firmware..

Model Name: SB6120
Vendor Name: Motorola
Firmware Name: SB6120-1.0.1.8-SCM02-NOSH
Boot Version: PSPU-Boot 1.0.0.4m1
Hardware Version: 1.0
Serial Number: 186901923423405030011
Firmware Build Time: Apr 22 2009 12:15:22

After going to sleep, the modem has been up for 7 hours now. I guess I'll cancel the truck.
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nickphx @ 30th Oct 02:23PM:
Re: [AZ] HSI dropping with new SURFboard 6120

ooh goody, it went down again.
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deathsniper @ 2nd Nov 06:15PM:
Re: [AZ] HSI dropping with new SURFboard 6120

That would be great - push away. The tech that came out last Thursday (non Cox employee) said I needed a new line.

Called up today and found the order was cancelled for no reason. So the support person stated it would be looked into. Nothing yet from Cox on the status.

My modem has been directly connected to my pc today to ensure that no router is the cause of the issue and it has gone down at least 6 times today, sometimes in rapid succession.

I am at wits end here being that I work from home and my employer is getting on my back about being unproductive. So if you intend on upgrading the firmware, go right ahead.
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Thomas451 @ 3rd Nov 03:01AM:
Re: [AZ] HSI dropping with new SURFboard 6120

jaminjack

knows how to fix your problem with the 6120 and why your getting disconnected all the time.
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Viper20220k @ 3rd Nov 11:06PM:
Re: [AZ] HSI dropping with new SURFboard 6120

Got my 6120 reverted back to 1.0.1.7, modem has been up for a couple days now, such a relief!!
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deathsniper @ 4th Nov 01:32AM:
Re: [AZ] HSI dropping with new SURFboard 6120

I had my 6120 reverted back to 1.0.1.y as well and have had no issues. Many thanks for all those that lended their expertiese.

What really is the icing on the cake is that now my Xincom 502 router is happily connected to Cox HSI and Qwest DSL.

Love it when a plan comes together.
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anon @ 6th Nov 12:31AM:
Re: [AZ] HSI dropping with new SURFboard 6120

How do you update to newer or revert to older firmware? I have 1.0.1.8 and I am having the same drop issues?
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wangatang @ 6th Nov 01:17AM:
Re: [AZ] HSI dropping with new SURFboard 6120

Hmm... I noticed my speeds were very slow today, and when I glanced at hte modem the blue light for downstream is back to green, so I guess it's not bonding channels anymore. Still slow as molasses after rebooting and connecting directly
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deathsniper @ 9th Nov 02:27PM:
Re: [AZ] HSI dropping with new SURFboard 6120

PM coxtoc1 with your cable modem's MAC address and he can downgrade you.

Of course Cox is whacked today with issues and little or no info here in Scottsdale as to the problem or when it will be resolved.

Glad I have DSL as a back up.
reply

madden2k5 @ 9th Nov 02:32PM:
Re: [AZ] HSI dropping with new SURFboard 6120

CoxTech1 is better if you need help with some atm, because CoxToc1 is on vacation, and CoxTech1 works monday threw friday mostly.
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deathsniper @ 15th Nov 02:17PM:
Re: [AZ] HSI dropping with new SURFboard 6120

I wanted to add some more of what has gone on with this connection.

Since having the router firmware downgraded the problem picked back up about a full day later.

Cox support via phone and chat has been terrible and after a few emails to the VP of Customer Service things started moving.

Cox sent out someone to do a line flush, essentially replacing 130ft of line from the head end to the home with "new and improved" coax, because that was what was determined to be the problem by a Cox contractor.

That did not fix the problem. Finally, another contractor from the same company came out (on his own time after hours) and did some testing, finding out that about every 40 min or so I was getting large spikes of bad data on the line. He felt that it was possible the modem did not know how to deal with this bad data and puked on itself when it happened. So, he brought me a new Cisco DPC3000 to try for a few days to see if that resolves the issue.

From what I have been told, this is the modem Cox is selling in the Phoenix market - good bye Motorola. It has been up now for about 2.5 hours as of this writing and all signals are within the scope required by Cox.

So why did it take almost a month for Cox to go down this road? I told them from the beginning it was not a Cisco, which their tech should clearly be able to see. And why does it take calling over and over and over to get someone who knows something about networking? Finally, why does it take emails to the VP of Customer Service to actaully make something happen?

Assume my silence means it was a bad modem. Otherwise I will continue to post until Cox fixes the issue.
reply

daveinpoway @ 16th Nov 07:17AM:
Re: [AZ] HSI dropping with new SURFboard 6120

Did the contractor have any ideas as to why you were "getting large spikes of bad data on the line" approximately every 40 minutes? By my way of thinking, the best course of action would be to eliminate the bad data, instead of installing a cable modem that may better handle this data.

Not investigating the source of this bad data leaves open the possibility that the problem will get worse in the future, so that the Cisco cable modem will not be able to function properly, either.

Always best to solve a problem, instead of using a band-aid to work around the problem.
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HardMacK @ 16th Nov 11:01AM:
Re: [AZ] HSI dropping with new SURFboard 6120

Model Name: SB6120
Vendor Name: Motorola
Firmware Name: SB6120-1.0.1.7-SCM00-NOSH
Boot Version: PSPU-Boot 1.0.0.4m1
Hardware Version: 1.0
Serial Number: 186901912701213305030011
Firmware Build Time: Mar 20 2009 17:48:45

mmmmmMine is older too... I suffer similar issues with the resync and dropped connections.

I will PM the Cox guys and see if they can help!

MacK
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Viper20220k @ 18th Nov 12:00AM:
Re: [AZ] HSI dropping with new SURFboard 6120

So I had gotten a reversion back to the 1.0.1.7 things were good for a while. Modem would reboot every 3 - 5 days. But, it has been getting worse. It has dropped 5+ times tonight. Not doing any heavy downloading or uploading. Just surfing and doing some AIM chat. I dunno what to do.

--EDIT--

After it going down last night and tonight, I switched back to my old Motorola 4200. I will cross my fingers and hope it stays up a lot more. So my download is 15mb slower and my upload is under 1mb instead of 6.. I would rather have a reliable connection than a fast one.
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