SG Broadband Community

I have a Motorola Surfboard SB5100 and Comcast cable internet/tv. I've had the same setup for a couple years, cable to Motorola signal booster>splitter> modem and tv. The other day my modem could not acquire a downstream channel but my TV still worked. I switched EVERY single cable and splitter and took out my booster etc and the only way my modem would work is directly to the wall with/without the booster. When I use a splitter (even a new one) it will not work. This is what I get from my logs. Should I have Comcast come check it out?


1970-01-01 00:08:07 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
1970-01-01 00:06:57 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:06:54 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:06:54 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing

Here's my signal with the booster and directly to my modem.

Downstream Value
Frequency 711000000 Hz Locked
Signal to Noise Ratio 38 dB
Power Level 6 dBmV
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

Upstream Value
Channel ID 3
Frequency 23000000 Hz Ranged
Power Level 55 dBmV

Yes Comcast should come out... Either the booster or the Headend Node has began experiencing an issue and needs to be looked at... most likely.

Do you own the modem? It could be going south also.

I can connect the modem directly or with the booster and it works fine, same with TV so the booster is not the problem. I do own the modem and feared that if it is the modem I will be charged the $49 fee for a non Comcast problem?

Judging by the log you posted and by the steps you said you've taken, it sounds as though there's definitley something wrong with your modem. I would still have someone come out and take a look anyway, just to make sure.

s2n 38! power +6, upstream 55! your blaming the node for that? he's amping a bad signal....a plus 6 with a 15?db gain amp sucks that shows that he's amping a -9 if it is a 15db gain amp. call comcast and let them fix it probably just a bad drop.

Two things: first, replace the modem. The Surfboad is an older model, and simply replacing it will yield good results. If things still aren't right, have Comcast come out and check the outside wiring. As I mentioned in another thread, both underground and overhead lines are subject to detereoration and when that happens you end up with alot of signal loss, so no matter which you have it needs to be checked.

Gary335 wrote:Two things: first, replace the modem. The Surfboad is an older model, and simply replacing it will yield good results.

"older model"?

YeOldeStonecat wrote: "older model"?

I got a Surfboard when I first signed up for cable internet over 4 years ago! In technology, that's old!

Not only is it old, its not very reliable either. I had nothing but trouble with my Surfboard. When I got my ISP to replace it, the troubles went away.

[quote="Gary335"]I got a Surfboard when I first signed up for cable internet over 4 years ago! In technology, that's old! ]

"Surfboard" is the entire family. I can remember them going back to 3100 or 3200 models...they've since gone to 4200 series..and currently in the 5000 series. His above is the 5101...relatively new, along with the 5100 and 5120. Only difference being the 3x chipsets they run on..2x broadcomes on the 510x series, and Texas Instruments on the 5120 series.

It's on their "Current product list" on their website, and already supports DOCSIS 2.0
http://broadband.motorola.com/consumers ... modems.asp

All 3x are the most praised amongst those who work with lots of cable ISPs...including cable techs. A few minutes on Google, and dslreports.com where gaggles of techs hang out, will support that.

YeOldeStonecat wrote:"Surfboard" is the entire family. I can remember them going back to 3100 or 3200 models...they've since gone to 4200 series..and currently in the 5000 series. His above is the 5101...relatively new, along with the 5100 and 5120. Only difference being the 3x chipsets they run on..2x broadcomes on the 510x series, and Texas Instruments on the 5120 series.

It's on their "Current product list" on their website, and already supports DOCSIS 2.0
http://broadband.motorola.com/consumers ... modems.asp

All 3x are the most praised amongst those who work with lots of cable ISPs...including cable techs. A few minutes on Google, and dslreports.com where gaggles of techs hang out, will support that.

His is the 5100, which is not new. It came out in April of 2003, which is just short of the 4 years I quoted above. It does not support DOCSIS 2.0 as it comes. The firmware must first be updated.

Since he is having problems, replacing the modem would be wise, no matter how you look at it.

At the risk of sounding like a bragger, I'm fairly experienced with cable technologies. Both my father and cousin work for Comcast Cable, so I'm smarter about cable technologies than the average cable subscriber. I always get a laugh when I have to call tech support-they're floored when I start talking about things only they should know.

The 4100 and up are still approved by comcast for high speed internet.

I like travis' idea of having them come out to fix it. with a booster/splitter in the mix that would be my first weak link to attack, if it is the modem, then they should have one on hand to test with too.

YARDofSTUF wrote:The 4100 and up are still approved by comcast for high speed internet.

That's the bottom line and all that counts. She still handles nearly 40 megs, and is still DOCSIS 2 certified. Even if not 2 certified...only means it won't handle the performance upgrades down the road..but will still run. He was trying to say "Surfboard" is old...well, the Surfboard line is still current and future models are sure to come.

YeOldeStonecat wrote:That's the bottom line and all that counts. She still handles nearly 40 megs, and is still DOCSIS 2 certified. Even if not 2 certified...only means it won't handle the performance upgrades down the road..but will still run. He was trying to say "Surfboard" is old...well, the Surfboard line is still current and future models are sure to come.

You misunderstood what I said (or maybe I missaid it). I said his model was old, not that the entire Surfboard line is old.

As for DOCSIS 2 cert, I once unkowingly used a modem that was not DOCSIS 2 certified, and let me tell you, its performance was downright terrible compared to a DOCSIS 2 certified modem. I had 6kbps service at the time
and using the non-DOCSIS 2 modem I could barely achieve 2mbps.

Most good techs do have a spare on hand for testing purposes, so indeed that is the way to tell if the modem is the problem. Most good techs also have a small supply of replacements in their truck so that they can instantly replace any trouble modems they come across.

Gary335 wrote: As for DOCSIS 2 cert, I once unkowingly used a modem that was not DOCSIS 2 certified, and let me tell you, its performance was downright terrible compared to a DOCSIS 2 certified modem. I had 6kbps service at the time
and using the non-DOCSIS 2 modem I could barely achieve 2mbps.

Did they reprovision that modem you pulled out of your pocket? Because it's not like DOCSIS 1 or 1.1 caps your speed at 2 megs. I have plenty of clients who still use an old white Surfboard....I can bang walls of their 6 or 8 meg connection just fine.

YeOldeStonecat wrote:Did they reprovision that modem you pulled out of your pocket? Because it's not like DOCSIS 1 or 1.1 caps your speed at 2 megs. I have plenty of clients who still use an old white Surfboard....I can bang walls of their 6 or 8 meg connection just fine.

No. They simply told me that it was outdated and needed to be replaced.