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tb1313
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21 Messages

Tuesday, October 27th, 2020 6:00 PM

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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

Question

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Updated 

4 years ago

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16

strikersfan

Regular Visitor

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3 Messages

5 years 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.

0

Don176

Frequent Visitor

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5 Messages

4 years 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. 

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0

jweaver0312

Expert

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2.1K Messages

4 years 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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0

EG

Expert

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110.1K Messages

4 years 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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tb1313

Contributor

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21 Messages

4 years ago

Hi EG,

 

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

Here are here latest logs from my router.

Time Priority Description
2020-12-22, 11:39:47 Warning (5) Dynamic Range Window violation
2020-12-22, 11:39:47 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:39:44 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;
2020-12-22, 11:39:37 Warning (5) Dynamic Range Window violation
2020-12-22, 11:39:37 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:38:57 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;
2020-12-22, 11:38:10 Notice (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=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:31:03 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;
2020-12-22, 11:23:58 Warning (5) Dynamic Range Window violation
2020-12-22, 11:23:58 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:23:44 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;
2020-12-22, 11:20:26 Warning (5) Dynamic Range Window violation
2020-12-22, 11:20:26 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 11:20:24 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;
2020-12-22, 10:58:29 Warning (5) Dynamic Range Window violation
2020-12-22, 10:58:29 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 10:58:27 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;
2020-12-22, 10:53:05 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;
2020-12-22, 10:48:45 Warning (5) Dynamic Range Window violation
2020-12-22, 10:48:45 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 10:48:18 Warning (5) Dynamic Range Window violation
2020-12-22, 10:48:18 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 10:48:18 Warning (5) Dynamic Range Window violation
2020-12-22, 10:48:18 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2020-12-22, 10:48:11 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;
2020-12-22, 10:45:25 Warning (5) Dynamic Range Window violation
2020-12-22, 10:45:25 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];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.

 

 

(edited)

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0

tb1313

Contributor

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21 Messages

4 years ago

 
 
Apply             Cancel    
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

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0

EG

Expert

 • 

110.1K Messages

4 years ago

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


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0

EG

Expert

 • 

110.1K Messages

4 years 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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0

tb1313

Contributor

 • 

21 Messages

4 years ago

Much appreciated EG!

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0

EG

Expert

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110.1K Messages

4 years ago

My pleasure !

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tb1313

Contributor

 • 

21 Messages

4 years ago

No response from comcast.. issue persists.

2021-05-17, 20:28:33 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;
2021-05-17, 20:26:52 Warning (5) Dynamic Range Window violation
2021-05-17, 20:26:52 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-17, 20:25:13 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;
2021-05-17, 20:25:12 Warning (5) Dynamic Range Window violation
2021-05-17, 20:25:12 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-17, 20:25:12 Warning (5) Dynamic Range Window violation
2021-05-17, 20:25:12 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-17, 20:25:12 Warning (5) Dynamic Range Window violation
2021-05-17, 20:25:12 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-17, 19:34:58 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;

(edited)

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0

EG

Expert

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110.1K Messages

I'm going to re-escalate this.

I am not a Comcast Employee.
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? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
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? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
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? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
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? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
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? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
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? Please mark an Accepted Answer!tick

4 years ago

0

tb1313

Contributor

 • 

21 Messages

4 years ago

Thanks EG... here's the latest

2021-05-18, 20:38:02 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;
2021-05-18, 20:33:01 Warning (5) Dynamic Range Window violation
2021-05-18, 20:33:01 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-18, 20:21:22 Warning (5) Dynamic Range Window violation
2021-05-18, 20:21:22 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-18, 20:21:22 Warning (5) Dynamic Range Window violation
2021-05-18, 20:21:22 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-18, 20:21:22 Warning (5) Dynamic Range Window violation
2021-05-18, 20:21:22 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-18, 19:22:15 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;
2021-05-18, 19:21:15 Warning (5) Dynamic Range Window violation
2021-05-18, 19:21:15 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-18, 19:20:16 Warning (5) Dynamic Range Window violation
2021-05-18, 19:20:16 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

(edited)

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0

EG

Expert

 • 

110.1K Messages

4 years ago

Quite welcome !

...............

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0

user_7a71a4

Visitor

 • 

1 Message

4 years ago

I have to reboot my modem daily....don't know why.  Started happening shortly after Comcast replaced the line from the pole to my house, which had been bad for several months (water in the line) resulting in about 1/10th of the speed I was paying for and sometimes too low to be usable.

Event Log shows:

 
Time Priority Description
2021-05-19, 07:16:21 Warning (5) REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;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) 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;
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;
2021-05-17, 10:08:30 Critical (3) Resetting the cable modem due to docsDevResetNow
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;
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;
2021-05-16, 05:33:08 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;
2021-05-06, 14:48:22 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;
2021-05-06, 14:48:17 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;
2021-05-06, 14:47:58 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-06, 14:47:57 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;
2021-05-06, 14:47:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-06, 14:47:38 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;
2021-05-06, 14:47:18 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-06, 14:47:17 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;
2021-05-06, 14:46:35 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-06, 14:46:29 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-05-06, 14:46:24 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;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;
2021-04-30, 07:24:19 Critical (3) Resetting the cable modem due to docsDevResetNow
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;
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;
2021-03-05, 08:22:31 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;
2021-03-05, 08:22:26 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;
2021-03-05, 08:22:06 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-03-05, 08:22:06 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;
2021-03-05, 08:21:47 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-03-05, 08:21:47 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;
2021-03-05, 08:21:27 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-03-05, 08:21:26 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;
2021-03-05, 08:20:51 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-03-05, 08:20:46 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-03-05, 08:14:23 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-03-05, 08:14:17 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-03-05, 08:14:13 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-03-05, 08:13:43 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-03-05, 08:13:40 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

Cable Connection Status:

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 597000000 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 25 597000000 Hz 4.1 dBmV 43.0 dB 549983138 7 0
2 Locked QAM256 9 495000000 Hz 3.9 dBmV 43.6 dB 548800993 1 0
3 Locked QAM256 10 501000000 Hz 3.9 dBmV 43.7 dB 548804814 5 0
4 Locked QAM256 11 507000000 Hz 4.0 dBmV 43.7 dB 548808446 5 0
5 Locked QAM256 12 513000000 Hz 3.9 dBmV 43.4 dB 548812153 0 0
6 Locked QAM256 13 519000000 Hz 4.0 dBmV 43.4 dB 548815826 2 0
7 Locked QAM256 14 525000000 Hz 4.0 dBmV 43.5 dB 548819594 0 0
8 Locked QAM256 15 531000000 Hz 4.0 dBmV 43.4 dB 548823275 6 0
9 Locked QAM256 16 537000000 Hz 4.0 dBmV 43.4 dB 548826903 5 0
10 Locked QAM256 17 543000000 Hz 3.9 dBmV 43.5 dB 548831003 2 0
11 Locked QAM256 18 549000000 Hz 3.9 dBmV 43.5 dB 548834403 6 0
12 Locked QAM256 19 555000000 Hz 3.8 dBmV 43.4 dB 548838555 6 0
13 Locked QAM256 20 567000000 Hz 3.7 dBmV 43.0 dB 548841627 5 0
14 Locked QAM256 21 573000000 Hz 3.9 dBmV 43.2 dB 548846017 5 0
15 Locked QAM256 22 579000000 Hz 4.0 dBmV 43.1 dB 548849125 8 0
16 Locked QAM256 23 585000000 Hz 4.1 dBmV 43.0 dB 548853082 10 0
17 Locked QAM256 24 591000000 Hz 4.1 dBmV 43.1 dB 548859663 11 0
18 Locked QAM256 26 603000000 Hz 4.2 dBmV 43.0 dB 548863254 14 0
19 Locked QAM256 27 609000000 Hz 4.2 dBmV 43.0 dB 548866723 10 0
20 Locked QAM256 28 615000000 Hz 4.1 dBmV 42.2 dB 548870780 12 0
21 Locked QAM256 29 621000000 Hz 4.3 dBmV 43.2 dB 548874159 13 0
22 Locked QAM256 30 627000000 Hz 4.4 dBmV 43.2 dB 548878098 16 0
23 Locked QAM256 31 633000000 Hz 4.4 dBmV 43.1 dB 548881704 15 0
24 Locked QAM256 32 645000000 Hz 4.5 dBmV 43.0 dB 548885499 31 0
25 Locked QAM256 33 651000000 Hz 4.9 dBmV 43.2 dB 548889337 10 0
26 Locked QAM256 34 657000000 Hz 4.9 dBmV 43.2 dB 548892436 10 0
27 Locked QAM256 35 663000000 Hz 5.0 dBmV 43.0 dB 548896439 7 0
28 Locked QAM256 36 669000000 Hz 5.1 dBmV 43.0 dB 548900052 10 0
29 Locked QAM256 37 675000000 Hz 5.2 dBmV 42.6 dB 548904303 13 0
30 Locked QAM256 38 681000000 Hz 5.2 dBmV 42.9 dB 548907983 10 0
31 Locked QAM256 39 687000000 Hz 5.4 dBmV 43.0 dB 548908847 10 0
32 Locked QAM256 40 693000000 Hz 5.2 dBmV 42.9 dB 548909513 9 0
<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 34000000 Hz 46.3 dBmV
2 Locked ATDMA 2 27600000 Hz 46.8 dBmV
3 Locked ATDMA 3 21200000 Hz 46.8 dBmV
4 Locked ATDMA 4 14800000 Hz 46.8 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 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 0 159 702000000 Hz 6.3 dBmV 41.8 dB 1126 ~ 2969 467198963 4 0
2 Not Locked 0 0 0 Hz 0.1 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
Current System Time: Wed May 19 10:37:36 2021
System Up Time: 3:22:03

(edited)

This comment has been converted into a post

0

0

tb1313

Contributor

 • 

21 Messages

4 years ago

Another night on with comcast support last night

27% packet loss and all they will do is refresh my signal and try to sell me on upgraded to the 1 gig service

did it help?  No

Here's tonight it's worse

4

0

XfinityJosephA

Official Employee

 • 

1.7K Messages

Hello, @tbrown1313, how's it going today? I hope overall your Thursday has been a good one! I apologize for the ongoing connection issue. This can't be a good feeling.

 

Thanks for working with our Experts and community. I know you have spent a lot of time on forums and with Netgear trying to get your connection issue resolved. There's a good chance we will need to schedule an appointment since you are still seeing this much packet loss and continuous log errors. When you have a chance please send a private message with your name and service address so we can assist. Click on the little chat message bubble icon in the upper right and send a private chat to "Xfinity Support." 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

0

tb1313

Contributor

 • 

21 Messages

Thanks for reaching out ComcastJosephB.  I'm doing ok I hope you can say the same.  I have supplied the requested information.  I welcome someone visiting that can improve my situation. 

4 years ago

0

tb1313

Contributor

 • 

21 Messages

Comcast sent a tech out yesterday and he replaced all the wire caps from the street terminal to the box on the side of the house and in my house.   He also removed a connector I had added removing an unused splitter hoping that would resolve my issues which it didn't.  Since he left yesterday afternoon I've seen no T3 or T4 timeouts on the modem.  I also haven't seen any packet loss.  I'm getting twice the speed I used to get.  I'm so happy!!  Thanks to all involved!

4 years ago

0

CCAbbie

Problem Solver

 • 

1.4K Messages

I am so glad we were able to assist! If anything else comes up in the future, please don't hesitate to reach out! We are here for you! 

I no longer work for Comcast.

4 years ago

0

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