Customer Review

104 of 124 people found the following review helpful
1.0 out of 5 stars This was a 5, but now is 1 because of Motorola firmware upgrade, May 8, 2010
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This review is from: Motorola SB6120 SURFboard DOCSIS 3.0 eXtreme Broadband Cable Modem (Personal Computers)
Motorola on May 6th, 2010, sent out a firmware push that bricked thousands of these modems on Charter, Comcast, Roadrunner, Time Warner, and Cox.

I am now forced to lease a modem from Charter again, as my 6120 is now only good for a paperweight. Of course I cannot return to Amazon because its past the 90 days on electronics, and Motorola told me this morning they will not RMA it because the software on their end works, and they approved of the software push.

Sounds like this modem is no longer going to be supported with any of these cable companies, and we are all SOL on the units we have right now.

Thanks for nothing Motorola.
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Comments

Tracked by 10 customers

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Showing 1-10 of 35 posts in this discussion
Initial post: May 8, 2010 12:52:35 PM PDT
Last edited by the author on May 8, 2010 12:53:14 PM PDT
How was the firmware upgrade pushed onto your modem? From your ISP? I've just got a new one set up today (May 8th) with Comcast and have not experienced any problem.

In reply to an earlier post on May 10, 2010 11:41:42 AM PDT
Nerd Alert says:
Same thing happened to me. Charter came out, told me I needed to buy a new modem, and charged me for the service call.

In reply to an earlier post on May 11, 2010 4:07:44 PM PDT
Big Ron says:
At least Cox warns of a possible charge if the discovered problem isn't their fault. They also have the $3 assurance plan so there's no charge either way.

In reply to an earlier post on Aug 9, 2010 5:48:53 AM PDT
Last edited by the author on Jun 9, 2011 7:00:40 PM PDT
Bryan in PHX says:
Here is a list of Current Firmware Options for the SB6120 that Cox is using or has tested, firmwares are known to behave differently on specific vendor's CMTS, (A cable modem termination system or CMTS is a piece of equipment typically located in a cable company's headend or hubsite, and used to provide high speed data services). All Moto SB6120 firmwares so far do seem to have issues, It is best to ask for help from a cable tech for your provider if they participate at DSLR Forums, and find out which firmware works best for your area. or call your provider and ask. You can check your firmware in the diagnostic menu @ 192.168.100.1/cmHelp.htm

1.0.1.7 - Fast, but has rebooting, syncing issues
1.0.1.8 - Fast, but has rebooting, syncing issues, Retail Moto Release (Cox doesn't have this FW to reflash if you change)
1.0.2.0 - More stable, but slow to very slow speed issues,
1.0.2.4 - More stable, but slow to very slow speed issues, » Google SB6120 1.0.2.4 Speed Concerns
1.0.3.0 - Known to Brick Modems, Cox is not using
1.0.3.1 - As of 09/01/10 This is the current Cox firmware for this modem, There are issues on certain vendor's CMTS, recent rebooting and time-outs have been reported.
1.0.5.1 - Should be the next Cox Firmware update
1.0.5.1 - As of 04/15/11, Cox Oklahoma started customer testing this firmware.
1.0.5.1 - As of 05/26/11, Cox Arizona started pushing this firmware. So far no real issues have been reported.

Posted on Dec 31, 2010 9:08:32 AM PST
Mark Menzel says:
Charter says they support it here is my chat session with the tech support:
can i use a Motorola SB6120 SURFboard DOCSIS 3.0 eXtreme Broadband Cable Modem on my systerm?
TTD Keith : Yes, you definitely can.
mark menzel: do u support docsis 3.0
TTD Keith : Yes, we do.
TTD Keith : Here is the list of DOCSIS 3.0 modems compatible with Charter Internet:
* Cisco (Scientific Atlanta) DPC3000
* Motorola Surfboard 6120
* Ubee U10C035
I almost desired not to purchase based on your review

Posted on Jan 1, 2011 10:04:38 AM PST
G. Klein says:
As of 01/01/2011, Comcast highly recommends The Motorola SB6120 for all of their speed tier levels. Comcast offers an "Extreme 105" top speed tier that they only recommend (ARRIS WBM760A, Cisco DPC3000, Netgear CMD31T, Motorola SB6120, Ubee U10C035, Arris TM722G) Sorry about your luck with your unit, however I find it hard to believe that ALL ISP's are just going to walk away from the SB6120.

Posted on Jan 5, 2011 7:14:52 AM PST
Could you explain: "bricked thousands of these modems"
I am looking at getting Time Warner cable broadband and need to buy a modem... is this "Bricked"? I am not familiar with use of that word.

In reply to an earlier post on Jan 5, 2011 10:40:19 AM PST
Last edited by the author on Jan 5, 2011 10:47:19 AM PST
Bryan in PHX says:
SEE Wikipedia for Brick (electronics). It means the modem no longer works because it was fried, usually due to a software update or firmware update. Bricking can happen if the firmware update is interrupted by a power failure or other source that prevents the process from finishing. Only the Cable Co can update most modem firmwares and usually does so through a automated process.

It is important to hook up the modem to the computer before having it provisioned and check the firmware, You can check your firmware in the diagnostic menu @ 192.168.100.1/cmHelp.htm. Then call your Cable Co and find out which firmware they recommend. Or look at DSLR Forums to see if your provider participates in those forums. A Tech @ DSLR Forums is most likely better prepared to answer your questions than a local telephone CSR.

Charter did brick several modems back over the summer when they push firmware version 1.0.3.0.
I do not recall Cox or anyone else bricking the SB6120 modem.

The Moto SB6120 is a good modem and is extremely popular, probably the most widely used DOCSIS 3 modem currently in service. All DOCSIS 3 modems seem to have their own set of issues/problems. Firmware updates can be tricky, and must be throughly tested by the Cable Co, and must be compatible with many different vendor CMTS (Cable Modem Termination Systems) on the Cable Co end.

In reply to an earlier post on Jan 5, 2011 6:37:15 PM PST
Last edited by the author on Jun 8, 2011 2:05:38 PM PDT
Big Ron says:
I'm with Cox and no problem with mine for 8 months with no problems. The receive light was green but few months ago the receive light turned blue indicating docsis 3.0 speed detection.

Posted on Mar 9, 2011 2:45:50 PM PST
EnbeUU says:
Gol, I'm sorry for you ; (
When one makes a paper weight from a flash upgrade from the company that's criminal. it's just that the $ threshold doesn't reach into significant liability. Good fortune to you. Was looking to move over to cable from DSL and now I'm not so excited to do so. Thanks for the review, too.
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