physinfoman's profile

Frequent Visitor

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7 Messages

Mon, Dec 7, 2020 7:00 PM

Netgear CM1100 firmware: mismatch?

My Netgear CM1100, Hardware version 2.02, reports that it is running Firmware version 7.01.01. Netgear's pages show this firmware version to be approprate for the CM1000 modem. Netgear states that the latest firmware for the CM1100 is v. 6.01.07.

 

I would not have noticed this if my connection was stable. At various intervals, averaging a couple of weeks or so, my connection drops, requiring a power cycle of the modem. I can go for some time with a clean connection report, until I start seeing messages such as 

Started Unicast Maintenance Ranging - No Response received - T3 time-out

I have checked S/N ratios and power and believe them to be well within what the 'net says they shouled be.

 

My question: Is firmware version 7.01.01 appropriate for the CM1100, and if not, might it contribute to my service interruptions?

 

I have attempted to get a definitive answer from several "levels" of Comcast phone support and also from Netgear itself, but the attitude seems to be that it all looks good from their end, and if it is working, why am asking? My previous experience (different modem, not IPv6) was "rock solid." I'm hoping for a connection I can rely on.

 

Thanks for any suggestions.

 

Responses

Accepted Solution

Official Employee

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2.9K Messages

8 m ago

Greetings, @physinfoman! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! We know how important it is to have a reliable connection these days, especially with work and schooling from home. We would like to have a closer look at your account to see what we can find out. Can you please send us a PM with your first and last name so we may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

 

EG

Expert

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88K Messages

8 m ago

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

Post any error log entries as well.

Frequent Visitor

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7 Messages

8 m ago

EG-

 

Thanks much.

I hope the attached files are O.K.  I wish the Netgear app had a way of exporting the data.

The power and S/N values, and the log entry files are are as of today, 

 

 

 

EG

Expert

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88K Messages

8 m ago

Are there any more error log entries ? If so, please post them in their entirety.

Frequent Visitor

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7 Messages

8 m ago

Sorry for any confusion. The first log posted was the only entry since power cycling the modem. The log which I just posted is the one in place immediately after power cycling the modem. The entries are typical of what I have seen. 

EG

Expert

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88K Messages

8 m ago

Quite welcome !

EG

Expert

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88K Messages

8 m ago

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm 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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

Frequent Visitor

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7 Messages

8 m ago

EG-

 

Thank you for your reply. I will await the analysis!

 

Frequent Visitor

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7 Messages

8 m ago

I cleared out the log after the last drop. The attached log is prior to that event.

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