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Gina516
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Joined: Jun 11, 2006
Posts: 31

PostPosted: Fri Jul 28, 2006 8:04 am    Post subject: Need new modem recommendation please Reply with quote Back to top

Greetings all,

We have to go swap out our SB5120 modem for a new one - what would be your recommended choice for a good stable box to perform happily with Vonage?

History in a nut shell - we've had Vonage for 3 years with only the occasional hiccups we've all put up with - however - over the past 3 months or so the phone is virtually useless. Callers can't hear us, we're choppy (problems lean in the upload end) and oft there is no dial tone.

Alas, you know not to mention Vonage when you ring Comcast for help - they're instantly to blame. Then they blame your router (even though Vonage goes right through the modem). Then your wi-fi, The internet. I wish I kept a list. Customer service seems to have a long blame list for problem protocol.

Alas, every time I ring they do concede my modem is losing signal several hundreds of times over the history of any panel of days they look at - and I see it surfing the net - connection lost - work offline or reconnect. I've done the ping thing, trace rts for latency and packet loss sublime, Voip tests run 59% to 89% QOS. But no matter - it's an intermittent problem and whenever a tech comes out - the modem is working just fine for him and he says 'they don't know what they're talking about'. Grrrr.

Now the problems are getting worse, simply surfing the net is a chore - pages won't load - won't load - hit refresh - almost - hit refresh or resubmit and good - you finally get there. Offline notifications etc.

I explained this to a Comcast rep last night, noting every hoop we've been put through the last 3 months to no avail - the ONLY thing which has not been done is the modem swapped out - and we do see a problem with the modem. He said it would cost us to send a tech out to replace our modem - despite him gazing at Dx after Dx of the thing losing signal - it's 'not company policy to come and replace it'. So - I guess it IS company policy for Comcast customers to lose signal hundreds of times of a day. If we want the box swapped out (we rent it) then WE have to drag our butts to the not so local Comcast office and swap it out ourselves.

I have read on this forum the SB5120 over time does lose it's resolve with Comcast routers and suffers packet loss so I would prefer a different model - anyone with tried and true experience with another model that Comcast should have in stock?

Thanks to everyone for being there and any info you may provide - much appreciated!

Gina in the Boston area
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Darrell_G
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Nov 05, 2005
Posts: 881

PostPosted: Fri Jul 28, 2006 12:30 pm    Post subject: Reply with quote Back to top

Hi Gina,

I use the Motorola SB5120, in fact Comcast actually recommends this cable modem for their service where I'm located. So before you go out and purchase a new modem, lets look at some other things first. Has Comcast ever sent out a line-technician to check your signal levels? If not, you need to request that a line tech come out to check your signal levels from the pole. Improper signal levels will cause constant drops of your internet connection.

Open your web browser and clear the address and type "192.168.100.1" without the quotes then hit enter (this is your modems configuration page). Click on the "Signal" tab and post back here what your downstream and upstream values are.
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Gina516
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Joined: Jun 11, 2006
Posts: 31

PostPosted: Fri Jul 28, 2006 1:50 pm    Post subject: current modem stats Reply with quote Back to top

Thank you for replying - yes, we have been through this and where it's intermittent - they always hit it as a great reading. The wire from the pole to the house was replaced the first trip out due corrosion - but the service never improved.

Frequency 691784000 Hz
Signal to Noise Ratio 35 dB
QAM QAM256
Network Access Control Object ON
Power Level 1 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 1
Frequency 35600000 Hz
Ranging Service ID 423
Symbol Rate 2.560 Msym/s
Power Level 47 dBmV

Thank you - Gina
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Gina516
Vonage Forum Junior
Vonage Forum Junior


Joined: Jun 11, 2006
Posts: 31

PostPosted: Fri Jul 28, 2006 1:58 pm    Post subject: current modem stats Reply with quote Back to top

Thank you for replying - yes, we have been through this and where it's intermittent - they always hit it as a great reading. The wire from the pole to the house was replaced the first trip out due corrosion - but the service never improved.

Frequency 691784000 Hz
Signal to Noise Ratio 35 dB
QAM QAM256
Network Access Control Object ON
Power Level 1 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 1
Frequency 35600000 Hz
Ranging Service ID 423
Symbol Rate 2.560 Msym/s
Power Level 47 dBmV

Thank you - Gina
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Gina516
Vonage Forum Junior
Vonage Forum Junior


Joined: Jun 11, 2006
Posts: 31

PostPosted: Fri Jul 28, 2006 2:00 pm    Post subject: sorry for the double post - Reply with quote Back to top

pages won't load - after 15 min I had to hit the submit button again as it was stalling infintiely with just 3 little bars at the bottom of the borser for progress - and ends up both ended up going. Sorry - this is beyond frustrating.
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Darrell_G
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Joined: Nov 05, 2005
Posts: 881

PostPosted: Fri Jul 28, 2006 2:23 pm    Post subject: Reply with quote Back to top

It took me a while to be able to sign back on to this page...most likely a server issue with this site.

Your downstream and upstream signal levels are all very good. How long have you had your modem? Is the cable thats runnning to your cable modem "split" ? Do you have cable TV, and if so hows the reception? Do you have a router and what Vonage adapter are you using?
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EzCo
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jul 21, 2005
Posts: 533
Location: Southeastern PA

PostPosted: Fri Jul 28, 2006 2:55 pm    Post subject: Reply with quote Back to top

I agree with Darrell, you should request a tech come out to your house and check things out. If they determine it's your modem that's the problem, then they'll swap it out since you rent it.

Comcrap's policy may be not to make a trip just to swap a modem, but they'll certaintly make a trip to troubleshoot your line, and then if necessary, swap the modem.

The only issue there is if they do swap it out, it could be with some junk cable modem the tech has lying around the truck, like an RCA or something, which can make things worse in the long run.

On a side note, I prefer owning the modem. You can buy a 5120 on Amazon.com for 58.99 (no tax, no shipping charges). Since Comcrap charges $3 per month in rental fees, in 20 months you're saving money. I've had my SB5100 for about four years now.

_________________
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