Does it sound like I need a new modem?
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hypnotoad92 @ 6th Nov 03:42AM:
Does it sound like I need a new modem?

Hi, my internet connection was fine two days ago, and then all of a sudden it went down. My send and receive lights have started flashing, and now I am unable to get online. I have reset the modem to no avail.

I spoke with Comcast and they say that they can see my modem online, and that the signal levels look good, and they don't see any problems. The rep suggested that I replace the modem, but since I own my modem I thought I would see what you guys think before I go pay $60 dollars or so for a new one.

Comcast has sent me on quite a few wild goose chases before (Including a two year on-going pixelation issue in my living room that they are unable to fix.) so I am hesitant to buy another modem without getting a second opinion.

Modem is a Motorola SB5100, that was working fine until two days ago. It is not connected to a router.

Also my other computer seems to have recovered from a serious error (kernel fault check), do you guys think the two may be related?

Should I be concerned with this kernel fault check problem?

Thanks.

By the way, if I have to buy another modem, would the SB5100 still be a good choice?
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Chris 313 @ 6th Nov 04:13AM:
Re: Does it sound like I need a new modem?

said by hypnotoad92 :

Hi, my internet connection was fine two days ago, and then all of a sudden it went down. My send and receive lights have started flashing, and now I am unable to get online. I have reset the modem to no avail.

I spoke with Comcast and they say that they can see my modem online, and that the signal levels look good, and they don't see any problems. The rep suggested that I replace the modem, but since I own my modem I thought I would see what you guys think before I go pay $60 dollars or so for a new one.

Comcast has sent me on quite a few wild goose chases before (Including a two year on-going pixelation issue in my living room that they are unable to fix.) so I am hesitant to buy another modem without getting a second opinion.

Modem is a Motorola SB5100, that was working fine until two days ago. It is not connected to a router.

Also my other computer seems to have recovered from a serious error (kernel fault check), do you guys think the two may be related?

Should I be concerned with this kernel fault check problem?

Thanks.

By the way, if I have to buy another modem, would the SB5100 still be a good choice?
Without going into your problem, if it is indeed your modem and you do wanna buy a new one, future proof yourself with this: »www.amazon.com/Motorola-SB6120-S···2&sr=8-1

This is great if you want the faster Docsis 3 speeds now or you decide to upgrade in the future.

Whatever the cause, I hope you get a solution to your problem.
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tshirt @ 6th Nov 06:11AM:
Re: Does it sound like I need a new modem?

said by hypnotoad92 :

By the way, if I have to buy another modem, would the SB5100 still be a good choice?

It would be fine IF you can find one, (they stopped making them a long time ago) SB5101's and 5120's (similar models) are still available but at around $60 they make the $85 sb6120 a really good deal.
However, a cheap way to check if it is the modem is to rent one from CC for one month ($3-5 if it works,) you shouldn't really have to pay anything if it doesn't, UNLESS it is a problem with YOUR computer(s) inwhich case it still may not connect.

If you don't have a router how are you connecting the 2 computers?

Also, if the send and recieve lights are flashing, I don't think they actually see YOUR modem, and it certainly isn't showing good signals, so I'd call and talk to a different person.
If they still insist they see it, unplug it while you are talking and ask them to check again.
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beachintech @ 6th Nov 07:53AM:
Re: Does it sound like I need a new modem?

Start here:

»Comcast High Speed Internet FAQ »How To Get Help!
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EG @ 6th Nov 09:54AM:
Re: Does it sound like I need a new modem?

If your signal stats are o/k you might try renting a modem from them for 1 month for troubleshooting purposes. Your computer issue has nothing to do with Comcast. Post those stats as was previously requested in the "How to get help" FAQ.
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andyross @ 6th Nov 10:00AM:
Re: Does it sound like I need a new modem?

If the Receive light is flashing, that means it is looking for a downstream signal. If the Send light is flashing, that means it found a downstream, and is trying to establish upstream. If the OnLine light is flashing, it established a connection and is authorizing.

If the OnLine light is NOT on solid, then your modem is NOT connected. If Comcast says they can see you when the online light is off, they must have the wrong MAC address tied to your account. You can have them verify your MAC address. It should match the HFC MAC address on a label on the modem, and on the ADDRESSES page of the modem's diagnostics.
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hypnotoad92 @ 6th Nov 04:25PM:
Re: Does it sound like I need a new modem?

Thanks for the help so far everyone. It seems the modem is actually the 5120; guess I goofed. :)

Since the price is so close, I'm gonna have a serious look at that modem on Amazon.

The other computer I mentioned was on the same power strip/surge protector, but it was not hooked up to the internet. I was just wondering if maybe a power interruption or something caused the modem to die and the computer to act funny since they are on the same strip?

Comcast insists they can see the modem, and I did make them verify the MAC address twice (went through that mix-up with them before).

Andy: My online light is steady, but my send and receive lights flash. When I reset the modem all of the lights will come back on solid, except for the send and receive lights, which continue to flash. This usually goes away after a bit of time, and I am left with the online light being steady again, with the send and receive lights continuing to flash.

Thanks for the help so far guys, I really appreciate it.

I'm gonna try to post up those stats listed in the FAQ
as soon as I can get back to the house.

I'll probably rent a modem from Comcast for a month if it comes down to it. Thanks again.
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CT3s @ 6th Nov 04:34PM:
Re: Does it sound like I need a new modem?

If the power and online lights are solid, while the send and receive are flashing it means the modem is updating its firmware. It should only take but 5-10 minutes for this to happen. After which the modem would reset itself and be functional again.
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anon @ 6th Nov 04:48PM:
Re: Does it sound like I need a new modem?

I've run into several instances of this lately, with the sb51xx's. Looks like the modem is choking on a firmware update, as it continues over and over and over. Swap the modem and you'll def be good.
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andyross @ 6th Nov 05:01PM:
Re: Does it sound like I need a new modem?

Comcast started rolling out a new 5120 firmware mid October. It seems to have major issues. The only obvious change was that it no longer logged warnings about an unknown message (something new with DOCSIS 3).

On mine, it also causes it to occasionally reboot during uploads, especially when it is on a 5.12Msym/sec upstream rate. It also logs tons of Watchdog errors. On a 2.56Msym/sec upstream rate, it's fine. After a few reboots, I got it back on a 2.56 rate, and hope it holds for awhile.
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EG @ 6th Nov 06:38PM:
Re: Does it sound like I need a new modem?

No stats yet ? Just for the Halibut ?
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jpinsl @ 6th Nov 07:21PM:
Re: Does it sound like I need a new modem?

Have you logged into the modem to check the logs?
Go to »192.168.100.1 and see if there are any significant errors.

Also, see How to get help at »Comcast High Speed Internet FAQ »How To Get Help!
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wingnut @ 8th Nov 12:48PM:
Re: Does it sound like I need a new modem?

said by EG :

No stats yet ? Just for the Halibut ?
that sounds rather fishy to me. :D
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hypnotoad92 @ 18th Nov 09:47PM:
Reply:

Hello again everyone. I would like to apologize for taking so long to update this post. We had a storm here recently and of course it knocked out the AT&T DSL that I was using to post here; the Comcast has still been unusable, and I have been so busy with work that I haven't had time to buy a new modem.

Here are the logs that I saved to give you guys an idea of what's going on.

(Part of these power levels didn't copy. I will correct it if you guys need to see any more.)

Downstream:
SNR: 37 dB
Power Level -4 dBmV

Upstream:
47 dBmV



Earliest log that I have, taken not long after this started:

4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast

Second set of logs I saved within the last hour, both sets of logs occur within the same 15 minute time period:

4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
4- Error DIST: Management Message with unidentified version ->4 - Discard message
4- Error IGMP: ERROR- Group address 0.0.0.1 is not a legal multicast
7- Information SNMP: Working in SNMP V1/2c only NmAccess mode
7- Information PROG: Erasing FLASH, please wait...
4- Error DIST: Management Message with unidentified version ->4 - Discard message
6-Notice: E102.0 SW Download INIT - Via Config file
7- Information PROG: Software download file from server started...
4-Error IGMP: ERROR Group address 0.0.02 is not a legal multicast
7- Information INITIALIZATION COMPLETE - MODEM IS OPERATIONAL

A few minutes later:

4- Error ICMP: Error- Group address 0.0.0.1 is not a legal multicast
4-Error DIST: Management Message with unidentified Version ->4- Discard message
4- Error ICMP: Error- Group address 0.0.0.2 is not a legal multicast
4-Error DIST: Management Message with unidentified Version ->4- Discard message
4- Error ICMP: Error- Group address 0.0.0.1 is not a legal multicast
4-Error DIST: Management Message with unidentified Version ->4- Discard message
4- Error ICMP: Error- Group address 0.0.0.1 is not a legal multicast
4-Error DIST: Management Message with unidentified Version ->4- Discard message
4- Error ICMP: Error- Group address 0.0.0.1 is not a legal multicast
4-Error DIST: Management Message with unidentified Version ->4- Discard message
4- Error ICMP: Error- Group address 0.0.0.1 is not a legal multicast
4-Error DIST: Management Message with unidentified Version ->4- Discard message
7- Information PROG: Programming FLASH, please wait...
4- Error ICMP: Error- Group address 0.0.0.2 is not a legal multicast
4-Error DIST: Management Message with unidentified Version ->4- Discard message
7- Information SNMP: Working in SNMP V1/2c Only NmAccess mode
7- Information PROG: Erasing FLASH, please wait...
4-Error DIST: Management Message with unidentified Version ->4- Discard message
6- Notice E102.0 SW Download INIT - Via Config file
7- Information PROG: Software download file from server started...

Thanks for any and all help on this. I appreciate it.

p.s. In regards to the Halibut comments; keep those in your live well, or at least fish with funnier bait... :)
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MadMANN @ 19th Nov 02:13AM:
Re: Does it sound like I need a new modem?

Your modem is trying to download firmware and after about two weeks, has officially failed. Go ahead and buy your modem and return your 5100 to Comcast. Get a receipt. Also, do some other customer a favor and let them know that it was a failed firmware update so they don't send that modem back out to the field.

As far as what to buy, you can get another 5100 or 5120 if you do not plan on ever getting any D3 services. I like the 5120 and Linksys Cm100 for non D3. However, for a few more bucks a Moto SB6120 is a great modem and is ready for D3 speeds should you decide to upgrade later.
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Tordek @ 19th Nov 08:00AM:
Re: Does it sound like I need a new modem?

I agree with Madmann, But this is a purchased modem :p so no need to return it to comcast :p
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