I purchased a 6183 modem to replace my 6120 after seeing on the cox web site that the 6120 no longer supported my tier of service. i did this 2 weeks ago. I immediately saw a 20% increase in my speeds using speedtest.net. Last Tuesday evening when I returned home, i had no internet access. The modem was up and linked with 12 down and 4 up channels and every indication was that it was working. I did all the usual restart of modem, router, connect PC directly to modem, release/reniew IPs, etc.
After hours on the phone with tier 1 and then tier 2 tech support on Tuesday night doing all of the above over and over, they put in to have a tech come to the house the next afternoon. Prior to the scheduled service call, sometime on Wednesday late morning, internet came back up. It went down again on Wednesday around 5pm my wife told me (coincidentally, the same time the tech was scheduled). The tech never showed up yesterday afternoon. By the time I got home, it was late and I decided that I would wait until this morning to call as I hoped the day shift would give me better results. It did, but not the result I hoped for.
I went through all the same steps this morning and then was escalated to tier 2. The tier 2 tech had me do a DNS lookup and it became apparent that i was not getting pushed the DNS server IP addresses. He pushed a firmware update to my modem and this still did not fix the problem. The solution was to go back to the SB6120 modem.
The tier 2 tech stated that he is seeing a lot of problems with the Motorola/Arris modems and recommended any other brand but this one. I don't think the modem is bad as it does communicate with the Cox equipment and it's status page gives all indications that it is working.
Has anyone else had a problem with this modem? I'm in the Hampton Roads, VA market.
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