tbrown1313's profile

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4 Messages

Tue, Oct 27, 2020 6:00 PM

Netgear CM1000v2 has Wrong Firmware Version

Hi,

I've been having lots of internet connection issues lately.

I chatted with comcast support last week and they said everything looked fine on their end.. that I should contact Netgear support.  Netgear said.. comcast pushed the wrong firmware update to my Modem and I should ask for my modem to be reprovisioned.  Just got off the phone again with comcast support.  They said my internet connection was fine (which it isn't) and that they don't install firmware updates.   If anyone has tips on how to break the log jam and get the right version of firmware on my modem I'm all ears.  Thanks!

 

My modem is a CM1000v2

According to netgear:  https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-modem-router  I should be on V6.01.06.  I have V7.01.01

Responses

Regular Visitor

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3 Messages

6 m ago

Your situation sounds like it could be similar to mine. I have a Netgear CM1200 and Comcast pushed a firmware update earlier this month. But once I got caught in the same Comcast says I have a Netgear issue and Netgear says I have a Comcast issue purgatory, Netgear told me the current firmware version for my modem should still be the one previous to the one Comcast pushed out this month. Will be very curious to hear what response you get to your issue.

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5 Messages

5 m ago

Spoiler
What did you find out about this?  I saw  the other day that the CM1000v2 should have the V6 you mentioned but when I got it initially had it provisioned the Xfinity tech found that it should be V1.01.03, which is what all of the other providers are using.  Now 2 days later it's been changed to the V7 firmware. 
jweaver0312

Expert

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1.9K Messages

5 m ago

V7.01.01 is the current deployed firmware for the Netgear CM1000v2 for Comcast. Sometimes the update does not happen instantly upon registration, where it can take 24-48 hours to happen.

 

https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-modem-router

 

Modem

Comcast (Deployed Firmware)

CM1000v2

V7.01.01

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EG

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86.5K Messages

5 m ago


@tbrown1313 wrote:

 

I've been having lots of internet connection issues lately.

 

They said my internet connection was fine (which it isn't)  

 

I should be on V6.01.06.  I have V7.01.01


You have the latest. So what issues are you having exactly ?

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4 Messages

5 m ago

Hi EG,

 

The issue I'm having is that I get frequent internet disconnects.

Here are here latest logs from my router.

TimePriorityDescription
2020-12-22, 11:39:47Warning (5)Dynamic Range Window violation
2020-12-22, 11:39:47Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:39:44Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:39:37Warning (5)Dynamic Range Window violation
2020-12-22, 11:39:37Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:38:57Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:38:10Notice (6)CM-STATUS message sent. Event Type Code: 6; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:31:03Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:23:58Warning (5)Dynamic Range Window violation
2020-12-22, 11:23:58Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:23:44Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:20:26Warning (5)Dynamic Range Window violation
2020-12-22, 11:20:26Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:20:24Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 10:58:29Warning (5)Dynamic Range Window violation
2020-12-22, 10:58:29Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 10:58:27Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 10:53:05Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 10:48:45Warning (5)Dynamic Range Window violation
2020-12-22, 10:48:45Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 10:48:18Warning (5)Dynamic Range Window violation
2020-12-22, 10:48:18Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 10:48:18Warning (5)Dynamic Range Window violation
2020-12-22, 10:48:18Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 10:48:11Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 10:45:25Warning (5)Dynamic Range Window violation
2020-12-22, 10:45:25Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=bc:a5:11:89:3f:0c;CMTS-MAC=80:e0:1d:f8:07:24;CM-QOS=1.1;CM-VER=3.1;


When I reached out to comcast they said everything appeared fine that I should contact Netgear.

When I reached out to netgear they said the firmware I was on wasn't the right version i should be on V6.01.06.

I do see that netgear's site now says V7.01.01 is the right version for my router.

 

 

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4 Messages

5 m ago

 
 
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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

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel579000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeHonor MDDIPv6 only

Downstream Bonded Channels

ChannelLock StatusModulationChannel IDFrequencyPowerSNR / MERUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1LockedQAM25621579000000 Hz-2.3 dBmV41.2 dB1002057120757819459
2LockedQAM2561453000000 Hz-0.3 dBmV42.8 dB10010679851025324707
3LockedQAM2562459000000 Hz-0.5 dBmV42.7 dB8137205641006025256
4LockedQAM2563465000000 Hz-0.2 dBmV42.7 dB968437841963324326
5LockedQAM2564471000000 Hz-0.7 dBmV42.4 dB1001080799922122242
6LockedQAM2565477000000 Hz-0.4 dBmV42.5 dB1001084132852521150
7LockedQAM2566483000000 Hz-0.8 dBmV42.4 dB1001090994892421281
8LockedQAM2567489000000 Hz-1.0 dBmV42.3 dB1001093345841620426
9LockedQAM2568495000000 Hz-0.9 dBmV42.1 dB1001170593824418791
10LockedQAM2569507000000 Hz-1.1 dBmV42.0 dB1001182286775818373
11LockedQAM25610513000000 Hz-1.3 dBmV42.1 dB1001181711765118685
12LockedQAM25611519000000 Hz-1.7 dBmV41.8 dB1001185244764519071
13LockedQAM25612525000000 Hz-1.3 dBmV41.9 dB1001185777805519365
14LockedQAM25613531000000 Hz-2.0 dBmV41.6 dB1001193682770719278
15LockedQAM25614537000000 Hz-2.0 dBmV41.6 dB1001200914767818768
16LockedQAM25615543000000 Hz-2.0 dBmV41.6 dB1001197293778219722
17LockedQAM25616549000000 Hz-2.4 dBmV41.5 dB1001318496832721566
18LockedQAM25617555000000 Hz-2.1 dBmV41.5 dB1001329204830821522
19LockedQAM25618561000000 Hz-2.7 dBmV41.3 dB1001331683821921294
20LockedQAM25619567000000 Hz-2.2 dBmV41.4 dB1001337198766719403
21LockedQAM25620573000000 Hz-2.5 dBmV41.1 dB1001340406747519152
22LockedQAM25622585000000 Hz-1.9 dBmV41.2 dB1001345135778318537
23LockedQAM25623591000000 Hz-2.0 dBmV41.2 dB1001348621735116065
24LockedQAM25624597000000 Hz-1.3 dBmV41.5 dB1001357055629514830
25LockedQAM25625603000000 Hz-1.5 dBmV41.3 dB1001365881559114078
26LockedQAM25626609000000 Hz-1.3 dBmV41.2 dB1001369637530913208
27LockedQAM25627615000000 Hz-1.4 dBmV41.2 dB1001371787532913543
28LockedQAM25628621000000 Hz-1.2 dBmV41.2 dB1001375375513013058
29LockedQAM25629627000000 Hz-1.4 dBmV41.1 dB1001379963510212119
30LockedQAM25630633000000 Hz-1.9 dBmV40.9 dB1001385968483311752
31LockedQAM25631639000000 Hz-2.0 dBmV40.8 dB1001383007511712129
32LockedQAM25632645000000 Hz-2.3 dBmV40.7 dB1001387215570912868

Upstream Bonded Channels

ChannelLock StatusModulationChannel IDFrequencyPower
1LockedATDMA136500000 Hz41.8 dBmV
2LockedATDMA230100000 Hz42.3 dBmV
3LockedATDMA323700000 Hz41.8 dBmV
4LockedATDMA417300000 Hz41.8 dBmV
5Not LockedUnknown00 Hz0.0 dBmV
6Not LockedUnknown00 Hz0.0 dBmV
7Not LockedUnknown00 Hz0.0 dBmV
8Not LockedUnknown00 Hz0.0 dBmV

Downstream OFDM Channels

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPowerSNR / MERActive Subcarrier Number RangeUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1Locked0159702000000 Hz-1.2 dBmV39.5 dB1126 ~ 296922792173098175700980
2Not Locked000 Hz-2.8 dBmV0.0 dB0 ~ 4095000

Upstream OFDMA Channels

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not LockedUnknown00 Hz0 dBmV
2Not LockedUnknown00 Hz0 dBmV

Current System Time: Tue Dec 22 15:27:12 2020System Up Time: 163:38:55

EG

Expert

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86.5K Messages

5 m ago

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.


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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
EG

Expert

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86.5K Messages

5 m ago

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

 

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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4 Messages

5 m ago

Much appreciated EG!

EG

Expert

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86.5K Messages

5 m ago

My pleasure !

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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