Netgear cm3000 modem downstream blinking/not channel bonding/not getting DOCSIS 3.1?

Hi. First let me be clear - my internet overall is behaving quite well. I have Gigabit Extra and while I never get to 1.2gbps, my down speeds are 300-700mbps WiFi and 700-950mbps Ethernet. This is also with no outages. So I'm not complaining... I just have a few weird technical issues I would like resolved or at least some answers.

The issues I've had for a while is the downstream connection is showing that it's having trouble bonding along with high uncorrectables. Don't get me started on the event logs.

I previously had a Motorola mb8600 and it was the same issue there as well. I just recently upgraded to a Netgear cm3000 and it's still showing a blinking downstream LED or what it calls 'partial service mode'. It's also showing unlocked OFDMA downstream and upstream channels which tells me it's in DOCSIS 3.0 & and not 3.1.

A tech was just out here today and put in all new coax cables outside and inside directly to modem, checked all the wiring, no splitters etc. and assured my everything he saw on his end was in good standing. He had no answers for the issues I was describing to him and that he need a supervisor to call me. I would just like to make sure things are working they way they should.

Here is what Netgear is showing me:

Cable Diagnostic

Status: Poor

Action:
[Partial Service]
If the Partial Service mode does not go away within a few hours (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 ones.
4) Contact your service provider for troubleshooting help.

CM Status: Good

Downstream Status: Poor

Partial Service: Poor
Cable modem is in partial service mode.

Downstream Power Level: Good

Downstream SNR Level: Good

Upstream Status: Good

Upstream Power Level: Good

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	525000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only

Downstream Bonded Channels (Partial Service)

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	21	525000000 Hz	5.1 dBmV	41.2 dB	0	0
2	Locked	QAM256	13	477000000 Hz	5.6 dBmV	42.2 dB	0	0
3	Locked	QAM256	14	483000000 Hz	5.7 dBmV	42.3 dB	0	0
4	Locked	QAM256	15	489000000 Hz	5.8 dBmV	42.3 dB	0	0
5	Locked	QAM256	16	495000000 Hz	5.7 dBmV	42.3 dB	0	0
6	Locked	QAM256	17	501000000 Hz	5.7 dBmV	42.3 dB	0	0
7	Locked	QAM256	18	507000000 Hz	5.6 dBmV	42.2 dB	0	0
8	Locked	QAM256	19	513000000 Hz	5.5 dBmV	42.2 dB	0	0
9	Locked	QAM256	20	519000000 Hz	5.5 dBmV	40.6 dB	0	0
10	Locked	QAM256	22	531000000 Hz	5.0 dBmV	41.9 dB	0	0
11	Locked	QAM256	23	537000000 Hz	4.8 dBmV	41.9 dB	0	0
12	Locked	QAM256	24	543000000 Hz	4.7 dBmV	41.9 dB	0	0
13	Locked	QAM256	25	549000000 Hz	4.7 dBmV	41.9 dB	0	0
14	Locked	QAM256	26	555000000 Hz	4.5 dBmV	41.8 dB	0	0
15	Locked	QAM256	27	561000000 Hz	4.7 dBmV	41.3 dB	0	0
16	Locked	QAM256	28	567000000 Hz	4.7 dBmV	40.6 dB	0	0
17	Locked	QAM256	29	573000000 Hz	4.6 dBmV	40.7 dB	0	0
18	Locked	QAM256	30	579000000 Hz	4.8 dBmV	41.1 dB	0	0
19	Locked	QAM256	31	585000000 Hz	4.6 dBmV	41.4 dB	0	0
20	Locked	QAM256	32	591000000 Hz	4.8 dBmV	41.5 dB	0	0
21	Locked	QAM256	33	597000000 Hz	4.9 dBmV	41.5 dB	0	0
22	Locked	QAM256	34	603000000 Hz	4.7 dBmV	41.4 dB	0	0
23	Locked	QAM256	35	609000000 Hz	4.7 dBmV	41.4 dB	0	0
24	Locked	QAM256	36	615000000 Hz	4.6 dBmV	41.2 dB	0	0
25	Locked	QAM256	37	621000000 Hz	4.8 dBmV	41.3 dB	0	0
26	Locked	QAM256	38	627000000 Hz	4.6 dBmV	40.9 dB	17227	11816
27	Locked	QAM256	39	633000000 Hz	4.4 dBmV	41.0 dB	7562	509
28	Locked	QAM256	40	639000000 Hz	4.2 dBmV	41.0 dB	4393	135
29	Locked	QAM256	41	645000000 Hz	4.3 dBmV	41.0 dB	0	0
30	Locked	QAM256	42	651000000 Hz	4.2 dBmV	41.1 dB	0	0
31	Locked	QAM256	43	657000000 Hz	4.1 dBmV	40.9 dB	0	0
32	Locked	QAM256	44	663000000 Hz	4.0 dBmV	40.9 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	2560 Ksym/sec	10400000 Hz	40.5 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	16400000 Hz	39.5 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	22800000 Hz	39.0 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	29200000 Hz	39.0 dBmV
5	Locked	ATDMA	5	5120 Ksym/sec	35600000 Hz	39.5 dBmV
6	Locked	ATDMA	6	2560 Ksym/sec	40400000 Hz	39.5 dBmV
7	Not Locked	Unknown	0	0	0	0.0 dBmV
8	Not Locked	Unknown	0	0	0	0.0 dBmV

Downstream OFDM Channels

Channel	Lock Status	Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Not Locked	0 ,1 ,2 ,3	159	690000000 Hz	4.88 dBmV	36.5 dB	1126 ~ 2969	32824865	32048636	772071
2	Not Locked	0	0	0 Hz	0 dBmV	0 dB	0 ~ 4095	0	0	0

Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

These were taken 17 minutes after a reboot.

Why can I not get fully bonded downstream? Am I correct that I'm not receiving DOCSIS 3.1? Why are my downstream OFDMA channels unlocked? What more can I do... I've already asked support to make sure the right boot file and provision was sent to my modem(I was told yes).

And now I've had a tech out who couldn't provide answers to these specific questions. Don't get me wrong, he was great when it came to re-wiring and doing his job. He's also having someone call me in 3-5 days.

But before that I wanted to see if someone here can hopefully provide some insight. Thanks much in advance.

Responses

K

kbshcb

3 Messages

7 months ago

Can someone please at the very least just tell me that I'm not wrong and my downstream ODMF channel should be locked? Especially if I'm supposed to be receiving DOCSIS 3.1 and Gigabit Extra?

I'm also still getting partial service and a blinking downstream. The amount of uncorrectables is now in the multi-millions on 4 channels including the ODFM 1.

I have an open Netgear support case and they are telling me Xfinity needs to re-provision the the modem and something most likely went wrong when it was originally activated.

Any help would be greatly appreciated.

(edited)

0

XfinityJustinC

Official Employee

•

893 Messages

7 months ago

Hello, kbshcb. Thank you for taking the time to create a post, you have contacted the right place for assistance in regard to the question about your locked channel. Researching I found this great forums post: https://forums.xfinity.com/conversations/your-home-network/docsis-31-modem-not-provisioned-correctly-docsis-30-qam-256-channels-vs-docsis-31-ofdm/602dae4ac5375f08cde52110.

- Gig speed is delivered only via the DOCSIS 3.1 / OFDM downstream channel. If there are multiple bonded DOCSIS 3.0 channels present, it does not indicate 3.1.

Looking over your posted information I do see multiple locked Bonded Channels, so your equipment should be getting that Gig signal over Docsis 3.1.

In regard to looking at the modem provisioning and not receiving the 1.2 Gigabit speed, I would definitley like to investigate further. When you have time, please send a direct message.

To send a direct message:

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• Click the "Direct Message" icon in the upper right - it looks like a chat bubble

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To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.

1

K

kbshcb

3 Messages

@XfinityJustinC

First, thank you for replying. I have sent a direct message to support as you recommended. Hopefully someone will help and get my modem re-provisioned correctly, if that's the issue.

I do agree with you that I have multiple downstream QAM bonded channels. But The issue still remains that my Netgear modem's downstream LED is blinking, the diagnostics say I have poor/partial service, and that the fact that my downstream OFDM channel is not locked means there is an issue.

Thank you again so much and I look forward to getting some help.

7 months ago

0

azdeltawye

Contributor

•

68 Messages

5 months ago

Did this ever get resolved?

Just curious because I made a similar transition from a MB8600 to CM3000 modem and have noticed upstream channels are now use ATDMA modulation instead of SC-QAM. Seems strange...

0

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kbshcb

Netgear cm3000 modem downstream blinking/not channel bonding/not getting DOCSIS 3.1?

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