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SB6120 - Comcast can't provision, duplicate MAC address

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Message 1 of 15
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I just purchased a SB6120 from Amazon, and the Comcast tech could not get it provisioned.  I was informed that the MAC address is a duplicate that was already logged in the system.  I was told to return the modem and get another one.  I was under the impression that MAC addresses were unique.  Mine was purchased directly from Amazon, and not a third party vendor, so I believe it is indeed brand-new and not a customer return.

 

I have found a post in the forum related to Comcast not able to provision due to duplicate MAC address, and the poster had swapped out the modem 3 times with the same results, so I'm not going to try that yet.

 

My issue was escalated at Comcast, but I have not heard back in 3 days.  My current setup includes a rented ARRIS TM402P for voice, and my own Motorola SB4100 for internet.  My hope is to replace the SB4100 with the SB6120.

 

Your help is appreciated.  ComcastSteve?

 

Thanks.

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Posted by
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Message 13 of 15
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Solution

ComcastSteve fixed my issue on FridaySmiley Happy  I don't have the details of what was done, but he had to "update certain data for the modem in the backend before we can make it work"

 

Thanks, Steve, you are truly the last line of defense for Comcast!

 

14 REPLIES
Posted by
Cable Expert

Message 2 of 15
3,220 Views

You can contact Steve Teow (AKA ComcastSteve) via twitter or you can send him a private message via these forums. Not sure he can do much for you other than look into it tho. Pls let us know what happens.




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Posted by
Connection Expert

Message 3 of 15
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skeet25 wrote:

 

Mine was purchased directly from Amazon, and not a third party vendor, so I believe it is indeed brand-new and not a customer return.

 



Maybe not ? We always recommend never to buy a cable modem from Amazon or E-Bay. It is better to get one from a retail store such as Best Buy.




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Posted by
Networking Expert

Message 4 of 15
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Buying from Amazon is fine, as long as the device in new in box.  I would shy away from something sold through Amazon but fulfullied by some other vendor, you never know where they get their equipment.




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Posted by
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Message 5 of 15
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My SB6120 was bought direct from Amazon.  I have emailed ComcastSteve with my info, so hopefully he can help.

 

I've read from a post in the other forum that ComcastSteve had resolved a similar duplicate MAC address due to "Too many MAC addresses stuck in the database for the account. Have to clean them out manually."

 

Hopefully he can work the same magic for my issue Smiley Happy

 

Posted by
Connection Expert

Message 6 of 15
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Baric wrote:

Buying from Amazon is fine, as long as the device in new in box.  I would shy away from something sold through Amazon but fulfullied by some other vendor, you never know where they get their equipment.


I agree but I typically advise avoiding Amazon in order to quell the temptation to buy used. And who really knows what goes on behind closed doors ? Besides, there are so many other "new" merchandise and reputable retailers out there. NewEgg.com also comes to mind.




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Posted by
Networking Expert

Message 7 of 15
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I agree, never buy used, but from Amazon itself, I have no qualms recommending them.  Stay away from eBay or 3rd party sellers on Amazon, but not Amazon itself.  Newegg is also a decent source of computer and network hardware, in fact I just ordered a new video card for my Linux server from them (it died last weekend).




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Message 8 of 15
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I read there were problems with the SB6120 working with Comcast.   Therefore, I purchased the Motorola SB5101 instead.   A bit slower but problem free.

 

Posted by
Connection Expert

Message 9 of 15
3,152 Views

I have a 6120 that works fine. If anything, perhaps you should have gotten a different brand of D3 modem such as the Zoom 5341 rather than that older technology D2 modem




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Posted by
Networking Expert

Message 10 of 15
3,146 Views

I also own my own SB6120.  They work fine on Comcast.  Individual users may have issues due to signal problems, or perhaps the very occasional bad modem, but the vast majority of users who have them really like them.  I love mine.




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Posted by
Connection Expert

Message 11 of 15
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Perhaps they read about an issue it had a couple of years ago with an earlier (shipped) version of firmware that had some compatibility problems with a certain brand of CMTS used in some systems. This was rectified with a later version of firmware back then.




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Posted by
Problem Solver

Message 12 of 15
3,108 Views

Some (including myself) have had minor difficulties getting the 6120 provisioned (a CSR "learning curve" issue, perhaps...??!Smiley Wink)....but once over this "hump", all's going smoothly...

As others have stated.....many have - and are very happy with - the 6120.....

Good luck!

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Message 13 of 15
3,254 Views
Solution

ComcastSteve fixed my issue on FridaySmiley Happy  I don't have the details of what was done, but he had to "update certain data for the modem in the backend before we can make it work"

 

Thanks, Steve, you are truly the last line of defense for Comcast!

 

Posted by
Official Employee

Message 14 of 15
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Posted by
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Message 15 of 15
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I had to return the SB5101 to Amazon.  They were great about it.   I have the COMCAST Triple play Voice line/Internet/Cable package.   The SB5101, and I suspect SB6120, do not have a land line output from the modem.   I am stuck paying the $7/mo charge for now.