Skip to main content

    Support

    Offers

U
user_608002
1st Topic

Visitor

 • 

1 Message

Thursday, May 20th, 2021 10:17 PM

Closed

Issues with my New Modem NETGEAR CM1000v2

Hi,

I am having random internet disconnect issues over a couple of months now. Xfinity Customer Service both human and robot directing to reboot the modem, didn't solve the problem. 

I have only 1 line from the main service to my modem, no splitters. it's difficult to work from home with disconnecting internet. Can someone please help me resolve this issue? 

Here are my modem power levels and logs.

Time Priority Description
2021-05-20, 17:03:25 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 17:02:38 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 17:01:57 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 17:00:45 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 17:00:33 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 16:19:39 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 16:19:30 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 16:19:29 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 16:14:45 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 16:03:41 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 16:03:35 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 16:03:31 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 16:03:31 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 16:03:29 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 16:03:29 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 16:03:19 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 16:03:19 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:58:49 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:22:47 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:22:47 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:22:47 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:22:47 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:22:47 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:22:47 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:22:36 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:22:36 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:22:12 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:21:29 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:21:27 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:20:33 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:20:33 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:19:25 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:09:15 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:09:15 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:09:15 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-20, 15:09:14 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
<tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 507000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only
<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 13 507000000 Hz 0.8 dBmV 41.8 dB 36986943 0 0
2 Locked QAM256 10 489000000 Hz 1.1 dBmV 41.9 dB 35973102 0 0
3 Locked QAM256 11 495000000 Hz 1.0 dBmV 42.0 dB 35976965 0 0
4 Locked QAM256 12 501000000 Hz 1.2 dBmV 42.0 dB 35980728 0 0
5 Locked QAM256 14 513000000 Hz 0.3 dBmV 41.8 dB 35984223 0 0
6 Locked QAM256 15 519000000 Hz 0.2 dBmV 41.9 dB 35987839 0 0
7 Locked QAM256 16 525000000 Hz 0.1 dBmV 41.7 dB 35991386 0 0
8 Locked QAM256 17 531000000 Hz -0.6 dBmV 41.5 dB 35995211 0 0
9 Locked QAM256 18 537000000 Hz -0.9 dBmV 41.4 dB 35998713 0 0
10 Locked QAM256 19 543000000 Hz -0.9 dBmV 41.6 dB 36002814 0 0
11 Locked QAM256 20 549000000 Hz -1.4 dBmV 41.4 dB 36006705 0 0
12 Locked QAM256 21 555000000 Hz -1.8 dBmV 41.3 dB 36010186 0 0
13 Locked QAM256 22 561000000 Hz -1.5 dBmV 41.5 dB 36014009 0 0
14 Locked QAM256 23 567000000 Hz -1.5 dBmV 41.4 dB 36017679 0 0
15 Locked QAM256 24 573000000 Hz -1.6 dBmV 41.1 dB 36021539 0 0
16 Locked QAM256 25 579000000 Hz -2.0 dBmV 40.6 dB 36025196 0 0
17 Locked QAM256 26 585000000 Hz -1.7 dBmV 41.1 dB 36028833 0 0
18 Locked QAM256 27 591000000 Hz -1.6 dBmV 41.1 dB 36032412 0 0
19 Locked QAM256 28 597000000 Hz -1.6 dBmV 41.0 dB 36036228 0 0
20 Locked QAM256 29 603000000 Hz -1.2 dBmV 41.3 dB 36039795 0 0
21 Locked QAM256 30 609000000 Hz -0.9 dBmV 41.3 dB 36038257 0 0
22 Locked QAM256 31 615000000 Hz -0.8 dBmV 41.4 dB 36041675 0 0
23 Locked QAM256 32 621000000 Hz -0.6 dBmV 41.3 dB 36045647 0 0
24 Locked QAM256 33 627000000 Hz -0.7 dBmV 41.1 dB 36049584 0 0
25 Locked QAM256 34 633000000 Hz -0.5 dBmV 41.3 dB 36053145 0 0
26 Locked QAM256 35 639000000 Hz -0.7 dBmV 41.2 dB 36057813 0 0
27 Locked QAM256 36 645000000 Hz -0.7 dBmV 41.2 dB 36061218 0 0
28 Locked QAM256 37 651000000 Hz -0.9 dBmV 41.2 dB 36065121 0 0
29 Locked QAM256 38 657000000 Hz -1.4 dBmV 41.0 dB 36068687 0 0
30 Locked QAM256 39 663000000 Hz -1.4 dBmV 41.0 dB 36069981 0 0
31 Locked QAM256 40 669000000 Hz -2.0 dBmV 40.8 dB 36070792 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0
<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 5 35600000 Hz 50.3 dBmV
2 Locked ATDMA 6 29200000 Hz 50.0 dBmV
3 Locked ATDMA 7 22800000 Hz 49.5 dBmV
4 Locked ATDMA 8 16400000 Hz 49.0 dBmV
5 Locked ATDMA 10 40400000 Hz 49.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV
<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 1, 2, 3 41 690000000 Hz -2.8 dBmV 37.8 dB 1228 ~ 2867 3556424 3507061 0
2 Not Locked 0 0 0 Hz 1.4 dBmV 0.0 dB 0 ~ 4095 0 0 0
<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

Question

 • 

Updated 

4 years ago

 • Edited

973

1

0

EG

Expert

 • 

110.2K Messages

4 years ago

The upstream power is high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

0

0

forum icon

New to the Community?

Start Here