Visitor
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4 Messages
Netgear CAX80
For some reason it says Poor Cable Connection. Below is a copy of the text file.
Cable Diagnostic
Status: Poor
Action:
[Downstream Power Level]
Try these actions (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 splitters.
4) Contact your service provider for troubleshooting help.
Internet Access: Good
Downstream Status: Poor
Downstream Power Level: Bad
Downstream power is poor (-18.3dBmV). The recommended level is between -10dBmV to 10dBmV.
Downstream SNR: Good
Upstream Status: Good
Upstream Power Level: Good
Current time: Tue Aug 02 15:46:29 2022
Startup Procedure
Acquire Downstream Channel: 507 MHz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+
Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked 256 QAM 20 507000000 Hz -14.9 dBmV 34.5 dB 0 0
2 Locked 256 QAM 4 405000000 Hz -11.2 dBmV 37.7 dB 0 0
3 Locked 256 QAM 5 411000000 Hz -10.9 dBmV 37.8 dB 0 0
4 Locked 256 QAM 6 417000000 Hz -11 dBmV 37.8 dB 0 0
5 Locked 256 QAM 7 423000000 Hz -11.5 dBmV 37.5 dB 0 0
6 Locked 256 QAM 8 429000000 Hz -11.1 dBmV 37.8 dB 0 0
7 Locked 256 QAM 9 435000000 Hz -11.2 dBmV 37.6 dB 0 0
8 Locked 256 QAM 10 441000000 Hz -11.7 dBmV 37.4 dB 0 0
9 Locked 256 QAM 11 447000000 Hz -12 dBmV 37.1 dB 0 0
10 Locked 256 QAM 12 453000000 Hz -11.6 dBmV 37.4 dB 0 0
11 Locked 256 QAM 13 459000000 Hz -12.5 dBmV 36.7 dB 0 0
12 Locked 256 QAM 14 465000000 Hz -12.6 dBmV 36.6 dB 0 0
13 Locked 256 QAM 15 471000000 Hz -12.5 dBmV 36.8 dB 0 0
14 Locked 256 QAM 16 477000000 Hz -12.9 dBmV 36.2 dB 0 0
15 Locked 256 QAM 17 483000000 Hz -13.4 dBmV 36 dB 0 0
16 Locked 256 QAM 18 489000000 Hz -13.7 dBmV 35.6 dB 0 0
17 Locked 256 QAM 19 495000000 Hz -13.9 dBmV 35.5 dB 0 0
18 Locked 256 QAM 21 513000000 Hz -14.9 dBmV 34.5 dB 0 0
19 Locked 256 QAM 22 519000000 Hz -15.7 dBmV 33.9 dB 0 0
20 Locked 256 QAM 23 525000000 Hz -16.2 dBmV 33.5 dB 0 0
21 Locked 256 QAM 24 531000000 Hz -16.1 dBmV 33.6 dB 0 0
22 Locked 256 QAM 25 537000000 Hz -16.4 dBmV 33.2 dB 0 0
23 Locked 256 QAM 26 543000000 Hz -17.2 dBmV 32.5 dB 0 0
24 Locked 256 QAM 27 549000000 Hz -17 dBmV 32.6 dB 4 0
25 Locked 256 QAM 28 555000000 Hz -17.4 dBmV 32.4 dB 0 0
26 Locked 256 QAM 29 561000000 Hz -18 dBmV 31.6 dB 0 0
27 Locked 256 QAM 30 567000000 Hz -17.8 dBmV 32 dB 0 0
28 Locked 256 QAM 31 573000000 Hz -17.7 dBmV 32.1 dB 0 0
29 Locked 256 QAM 32 579000000 Hz -18.3 dBmV 31.5 dB 0 0
30 Locked 256 QAM 33 585000000 Hz -18.2 dBmV 31.5 dB 0 0
31 Locked 256 QAM 34 591000000 Hz -18.1 dBmV 31.5 dB 0 0
32 Not Locked Unknown 0 0 Hz 0.0 0.0 0 0
Upstream Bonded Channels
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 42.8 dBmV
2 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 43.0 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 43.8 dBmV
4 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 44.8 dBmV
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
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 48 688000000 Hz -22.52 dBmV 25.4 dB 1108 ~ 2987 13124474 1495777 11626557
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
Time Priority Description
Tue Aug 2 15:28:46 2022 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Tue Aug 2 15:28:34 2022 Notice 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;
Tue Aug 2 15:27:57 2022 Notice TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:54 1970 Notice Honoring MDD; IP provisioning mode = IPv6
Thu Jan 1 00:00:49 1970 Critical 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;
Thu Jan 1 00:00:44 1970 Critical 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;
Tue Aug 2 15:25:57 2022 Critical Resetting the cable modem due to docsDevResetNow
Fri Jul 29 20:27:54 2022 Critical 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;
Thu Jan 1 00:00:49 1970 Critical 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;
Thu Jan 1 00:00:44 1970 Critical 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;
Thu Jul 28 16:35:16 2022 Critical 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;
Thu Jan 1 00:00:48 1970 Critical 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;
Thu Jan 1 00:00:43 1970 Critical 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;
Thu Jul 28 16:32:43 2022 Critical Resetting the cable modem due to docsDevResetNow
Thu Jan 1 00:00:50 1970 Critical 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;
Thu Jan 1 00:00:44 1970 Critical 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;
Thu Jul 28 16:28:27 2022 Critical 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;
Thu Jan 1 00:03:04 1970 Critical 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;
Thu Jan 1 00:02:58 1970 Critical 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;
Thu Jan 1 00:02:39 1970 Critical 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;
Thu Jan 1 00:02:31 1970 Critical 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;
BruceW
Gold Problem Solver
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26.5K Messages
3 years ago
It says that because many of the downstream power levels are out -of-spec (too low), and, despite what the report says, many of the SNR values are out -of-spec (too low). The OFDM channel readings are also hurting. Signal problems like these are often due to poor coax connections or damaged coax cable, usually in or near your home.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
(edited)
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XfinityEmilyB
Official Employee
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2.1K Messages
3 years ago
Welcome to our community forum, @FILIPINOY1979 and thank you for the helpful information, @BruceW! I can definitely take a look at your connection to see what's going on and help you schedule an appointment with a technician if needed.
Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help :).
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EG
Expert
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111K Messages
3 years ago
@FILIPINOY1979
Please redact all of the CM MAC and the CMTS MAC addresses in your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".
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