6 Messages

Wednesday, November 22nd, 2023

Closed

CM2050V instability after firmware upgrade

As others have mentioned, it appears that recently Xfinity pushed v9 of firmware to the Netgear CM2050V modems.  Netgear's site still lists V2.01.03 as the supported version but I suppose that may just be a lag in updating the site.  The modem is now running v9.01.01.  Since the upgrade I have multiple issues of latency and disconnects per day.  

I have contacted Xfinity technical support multiple times and they are [Edited: "Inflammatory"].  They insisted on sending a technician to check the line.  He came, verified on his stats that in the last 24 hours the cable modem (only) had 1200+ disconnects.  The rest of cable (TV ,etc. had 0 issues disconnects).  He verified there was no physical issue with the signal.

Technical support doesn't even admit that firmware upgrades are handled by Xfinity.  Netgear says issues must be addressed by Xfinity.  Xfinity says the issue must be addressed by Netgear.

The simple solution that I suspect would solve the issue is to downgrade back to the stable version but I cannot do this and no one is even willing to admit that is possible.

Below is a modem diagnostic of one of the instances of connectivity issue.

Cable Diagnostic

Status: Poor

Action:
[Partial Service]
If the Partial Service mode does not go away within a few hours (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required ones.
4) Contact your service provider for troubleshooting help.

CM Status: Good

Downstream Status: Poor

    Partial Service: Poor
    Cable modem is in partial service mode. Your service provider might be under maintenance. Most of the time it won't affect your traffic and will automatically clear when work is complete.

    Downstream Power Level: Good

    Downstream SNR Level: Good

Upstream Status: Good

    Upstream Power Level: Good


Current Time: Tue Nov 21 15:34:25 2023

Startup Procedure
Acquire Downstream Channel: 543000000 Hz  Locked
Connectivity State:          OK       Operational
Boot State:                  OK       Operational
Security:                   Enabled   BPI+
IP Provisioning Mode:       Honor MDD   IPv6 only


Downstream Bonded Channels (Partial Service)
Channel LockedStatus Modulation ChannelID  Frequency     Power    SNR   Correctables Uncorrectables     
      1     Locked     QAM256     20     543000000 Hz     -2     40.6     3602857     826
      2     Locked     QAM256      1     417000000 Hz     -1.7     40.6     153405     1845
      3     Locked     QAM256      2     423000000 Hz     -1.8     40.6     196357     1684
      4     Locked     QAM256      3     429000000 Hz     -1.8     40.5     176913     1544
      5     Locked     QAM256      4     435000000 Hz     -1.9     40.5     157622     1419
      6     Locked     QAM256      5     441000000 Hz     -2.2     40.5     150110     1368
      7     Locked     QAM256      6     447000000 Hz     -2.3     40.4     147506     1031
      8     Locked     QAM256      7     453000000 Hz     -2.6     40.3     156174     660
      9     Locked     QAM256      8     459000000 Hz     -2.8     40.3     162987     709
     10     Locked     QAM256      9     465000000 Hz     -2.8     40.2     161298     578
     11     Locked     QAM256     10     471000000 Hz     -2.8     40.2     178635     447
     12     Locked     QAM256     11     477000000 Hz     -2.8     40.2     217059     390
     13     Locked     QAM256     12     483000000 Hz     -2.8     40.2     298011     371
     14     Locked     QAM256     13     489000000 Hz     -2.7     40.1     499347     366
     15     Locked     QAM256     14     495000000 Hz     -2.6     40.1     2189136     392
     16     Locked     QAM256     15     507000000 Hz     -2.4     40.3     837498     443
     17     Locked     QAM256     16     513000000 Hz     -2.3     40.3     851484     465
     18     Locked     QAM256     17     519000000 Hz     -2.1     40.4     1148721     530
     19     Locked     QAM256     18     525000000 Hz     -1.9     40.5     1854560     905
     20     Locked     QAM256     19     531000000 Hz     -1.8     40.5     7507820     950
     21     Locked     QAM256     21     549000000 Hz     -2     40.5     3078475     895
     22     Locked     QAM256     22     555000000 Hz     -2.3     40.5     3274929     954
     23     Locked     QAM256     23     561000000 Hz     -2.4     40.4     3450505     1041
     24     Locked     QAM256     24     567000000 Hz     -2.5     40.4     4009972     1064
     25     Locked     QAM256     25     573000000 Hz     -2.4     40.4     4448191     1087
     26     Locked     QAM256     26     579000000 Hz     -2.3     40.4     5144046     1214
     27     Locked     QAM256     27     585000000 Hz     -2     40.5     5854640     1379
     28     Locked     QAM256     28     591000000 Hz     -1.7     40.6     6526046     1305
     29     Locked     QAM256     29     597000000 Hz     -1.2     40.6     7136586     1446
     30     Locked     QAM256     30     603000000 Hz     -0.8     40.7     7728517     1420
     31     Locked     QAM256     31     609000000 Hz     -0.6     40.8     8556730     1378
     32     Locked     QAM256     32     615000000 Hz     -0.5     40.8     9581736     1514

Upstream Bonded Channels
Channel   LockedStatus  ChannelType ChannelID   SymbolRate        Frequency       Power     
      1       Locked       ATDMA      4       5120 Ksym/sec       35600000 Hz       41.8 dBmV
      2       Locked       ATDMA      2       5120 Ksym/sec       22800000 Hz       41.3 dBmV
      3       Locked       ATDMA      3       5120 Ksym/sec       29200000 Hz       41.0 dBmV
      4       Locked       ATDMA      1       5120 Ksym/sec       16400000 Hz       41.0 dBmV
      5       Locked       ATDMA      5       2560 Ksym/sec       40400000 Hz       42.8 dBmV
      6       Locked       ATDMA      6       2560 Ksym/sec       10400000 Hz       42.8 dBmV
      7       Not Locked       Unknown      0       0       0       0.0
      8       Not Locked       Unknown      0       0       0       0.0

Downstream OFDM Channels
Channel   LockedStatus  ProfileID  ChannelID    Frequency       Power       SNR/MER    ActiveSubcarrier    Unerror    Correctable   Uncorrectable
      1     Locked     0 ,1 ,2 ,3     193     722000000 Hz     -0.52 dBmV     40.0 dB     1108 ~ 2987     446897319     293372641     83348428
      2     Not Locked     0      0     0 Hz     0 dBmV     0 dB     0 ~ 4095     0     0     0

Upstream OFDMA Channels
Channel   LockedStatus    ProfileID    ChannelID    Frequency       Power
      1     Not Locked     0      0     0 Hz     0 dBmV
      2     Not Locked     0      0     0 Hz     0 dBmV

Event Log

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