Did Comcast brick my modem (Motorola SB6121)?

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brentkhack

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I have Comcast Blast internet (50MB speeds). I called to have them upgrade me for free to 105MB speeds. I had the modem hooked up directly to a laptop. The first run after they provisioned the line was 94.07MB down and like 12 up. I then went from the modem to the wireless router to run the same speed test wirelessly. I was getting limited connection so I couldn't. I got off the phone with Comcast tech support to figure this out. I wasn't getting anywhere, so I hook the modem directly to the laptop again after rebooting the modem, router, and laptop. Now I am getting about 4MB down and 12 up using speedtest.net. I called Comcast tech support again and they told me to use speedtest.comcast.net and I got 4MB down and 12 up on IPv4, but 93MB down and 4MB up on IPv6. The second tier support said I need to update the modem firmware. I did an online chat with Motorora and they gave me a link to their support page stating they cannot update firmware only the internet provider can. I called Comcast again and they said they can't update firmware on my owned but they can if I lease their modem. Their answer is either I purchase a new modem or lease one of theirs. Do you think they bricked my modem?
 
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Kalmado
For whatever reason the SB6121+Comcast has had issues in the past. Ironically, I too have this modem and just the other day my speeds were very similar(I have Blast). I run (not at the same time) four desktops and a laptop. They too said it was my modem, which of course is bullcrap. After having it escalated to a level 2 tech, they couldn't figure it out and scheduled a tech appointment. The tech never showed and I basically went through two days of hell on the phone with Comcast before giving up.

Magically my speeds have somewhat returned to normal. When hooking directly up to the wireless router via CAT 5 I received 60+ download speeds. My HTPC that's hooked up to a wireless router/repeater via CAT 6 received around 11. An older HP...
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abailey

abailey

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That does not sound right to me. I have Comcast and a Motorola SB6141 modem. They had no problem with me using my own modem. As far as upgrading firmware, not only did they upgrade the firmware for me, they insisted that I let them do the upgrade. It looks to me as if the techs don't want to fool with your problem. I would not let them off the hook that easy. If you look here: http://mydeviceinfo.comcast.net/ your modem is listed as a supported modem for the tier sercive you are getting. As far as bricked, I don't think so considering it still passes traffic, and passes it fairly well on IPV6.
 
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Kalmado

Kalmado

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For whatever reason the SB6121+Comcast has had issues in the past. Ironically, I too have this modem and just the other day my speeds were very similar(I have Blast). I run (not at the same time) four desktops and a laptop. They too said it was my modem, which of course is bullcrap. After having it escalated to a level 2 tech, they couldn't figure it out and scheduled a tech appointment. The tech never showed and I basically went through two days of hell on the phone with Comcast before giving up.

Magically my speeds have somewhat returned to normal. When hooking directly up to the wireless router via CAT 5 I received 60+ download speeds. My HTPC that's hooked up to a wireless router/repeater via CAT 6 received around 11. An older HP that's using the factory wireless antenna is still only getting around 5.

I apologize I do not have an answer, but I wanted to let you know it's not just you. Comcast can fix the problem, but it's up to them. I would try calling back and requesting a level 2 or 3 technician for assistance.

 
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brentkhack

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How did they upgrade the firmware? Did they do it over the phone? They said the only thing they can do I provision the line. That's not the same thing right?
 
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abailey

abailey

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They did it over the phone but there was a Tech on site at my house because I wanted them to run a new line into my house (which is included with a tech install when you sign up). So the Tech was on the phone with Comcast not me. That may be why I did not have any problems as I assume they will give their techs some support where they may try not to for a customer (sadly). He just plugged it in and told me they needed to update the firmware. I agreed and a few seconds later you could see the lights flashing like it was being upgraded. After that was finished it rebooted and I was ready to go.
 
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brentkhack

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I just called Comcast and they will send a tech support come out next Wednesday. So my wife is pissed with them. I might buy another modem until they can come out and fix the one they messed up.
 
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