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SB6120 - Comcast can't provision, duplicate MAC address

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SB6120 - Comcast can't provision, duplicate MAC address

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.

Expert

Re: SB6120 - Comcast can't provision, duplicate MAC address

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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Expert

Re: SB6120 - Comcast can't provision, duplicate MAC address


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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Silver Problem Solver

Re: SB6120 - Comcast can't provision, duplicate MAC address

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.

Regular Visitor

Re: SB6120 - Comcast can't provision, duplicate MAC address

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

 

Expert

Re: SB6120 - Comcast can't provision, duplicate MAC address


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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Silver Problem Solver

Re: SB6120 - Comcast can't provision, duplicate MAC address

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).

New Poster

Re: SB6120 - Comcast can't provision, duplicate MAC address

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

 

Expert

Re: SB6120 - Comcast can't provision, duplicate MAC address

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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Silver Problem Solver

Re: SB6120 - Comcast can't provision, duplicate MAC address

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.

Expert

Re: SB6120 - Comcast can't provision, duplicate MAC address

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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Problem Solver

Re: SB6120 - Comcast can't provision, duplicate MAC address

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!

Highlighted
Regular Visitor

Re: SB6120 - Comcast can't provision, duplicate MAC address

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!

 

Official Employee
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Re: SB6120 - Comcast can't provision, duplicate MAC address

New Poster

Re: SB6120 - Comcast can't provision, duplicate MAC address

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.