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boucains
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Tuesday, December 13th, 2022 8:04 PM

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WAN Errors

After a recent upgrade of our local service equipment at the street, I have had trouble connecting and with intermittent slowdowns. The modem has the following errors:

2022-12-13, 19:43:56Critical (3)UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;2022-12-13, 19:43:56Notice (6)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;2022-12-13, 19:43:43Notice (6)Honoring MDD; IP provisioning mode = IPv62022-12-13, 19:43:38Critical (3)UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6Time Not EstablishedCritical (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;2022-12-13, 19:07:37Critical (3)UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;2022-12-13, 19:07:19Critical (3)UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;Time Not EstablishedCritical (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;

2022-12-13, 17:49:05 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-12-13, 17:49:05 Notice (6) 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;
2022-12-13, 17:48:51 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2022-12-13, 17:48:46 Critical (3) UCD invalid or channel unusable;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;
2022-12-13, 16:14:28 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-12-13, 16:14:08 Critical (3) UCD invalid or channel unusable;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;
2022-12-13, 01:25:39 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-12-13, 01:25:20 Critical (3) UCD invalid or channel unusable;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;
2022-12-13, 00:53:11 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-12-13, 00:52:54 Critical (3) UCD invalid or channel unusable;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;
2022-12-13, 00:51:55 Critical (3) Resetting the cable modem due to docsDevResetNow
2022-12-13, 00:31:25 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-12-13, 00:31:05 Critical (3) UCD invalid or channel unusable;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;
2022-12-12, 17:59:35 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-12-12, 17:59:14 Critical (3) UCD invalid or channel unusable;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;
2022-12-07, 12:25:24 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;
2022-11-23, 04:48:37 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-11-23, 04:48:37 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;
2022-11-23, 04:48:36 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-11-23, 04:48:35 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;
2022-11-23, 04:48:34 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-11-23, 04:48:34 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;
2022-11-23, 04:48:33 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-11-23, 04:48:32 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;
2022-11-23, 04:48:32 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-11-23, 04:48:32 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;
2022-11-23, 04:48:31 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-11-23, 04:48:30 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;
2022-11-23, 04:48:30 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-11-23, 04:48:30 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;
2022-11-23, 04:48:30 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2022-11-23, 04:48:29 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;
2022-11-07, 22:15:07 Critical (3) UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

Now, I cannot connect to the WAN with my router at all. I have two laptops. One can connect when directly connected to the cable modem, one cannot.

Because you won't allow more than one direct connection at a time, is there a chance you are provisioning my laptop MAC instead of the router MAC in addition to the errors above?

Question

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2 years ago

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Accepted Solution

EG

Expert

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110.1K Messages

2 years ago

@boucains 

So. The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

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flatlander3

Problem Solver

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1.5K Messages

2 years ago

The T3/T4 errors are pretty common and mostly spam warnings anyway when the channels stumble.  Not particularly useful for anything.

Take a look at the line stats instead.  Power/snr/errors etc:  https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0  Post the table here, both downstream and upstream channels.

If you have your gateway set to bridge mode, then you will get the external IP address on your laptop, otherwise, the gateway WAN interface gets the external IP address and internal LAN IP addresses are passed out by the DHCP server on the gateway.  There shouldn't be a reason why you can't connect two devices by Ethernet to your gateway if you are not in bridge mode.

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EG

Expert

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110.1K Messages

2 years ago

@boucains 

What is the exact make and model number of the device ?

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boucains

New Poster

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4 Messages

2 years ago

Cable Modem is a Netgear CM1100

Starting Frequency
<tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 627000000 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 36 627000000 Hz -3.2 dBmV 44.5 dB 55020704 0 0
2 Locked QAM256 13 489000000 Hz -2.7 dBmV 45.5 dB 54120825 0 0
3 Locked QAM256 14 495000000 Hz -2.9 dBmV 45.5 dB 54109227 0 0
4 Locked QAM256 15 501000000 Hz -2.9 dBmV 45.4 dB 54126166 0 0
5 Locked QAM256 16 507000000 Hz -2.8 dBmV 45.3 dB 54129970 0 0
6 Locked QAM256 17 513000000 Hz -2.9 dBmV 45.4 dB 54133029 0 0
7 Locked QAM256 18 519000000 Hz -2.9 dBmV 45.4 dB 54137041 0 0
8 Locked QAM256 19 525000000 Hz -2.9 dBmV 45.3 dB 54140955 0 0
9 Locked QAM256 20 531000000 Hz -3.1 dBmV 45.2 dB 54144719 0 0
10 Locked QAM256 21 537000000 Hz -3.2 dBmV 45.2 dB 54148204 0 0
11 Locked QAM256 22 543000000 Hz -3.6 dBmV 44.9 dB 54151768 0 0
12 Locked QAM256 23 549000000 Hz -3.7 dBmV 44.9 dB 54156194 0 0
13 Locked QAM256 24 555000000 Hz -3.5 dBmV 44.8 dB 54159849 0 0
14 Locked QAM256 25 561000000 Hz -3.6 dBmV 44.8 dB 54163721 0 0
15 Locked QAM256 26 567000000 Hz -3.6 dBmV 44.9 dB 54167153 0 0
16 Locked QAM256 27 573000000 Hz -3.5 dBmV 44.6 dB 54170894 0 0
17 Locked QAM256 28 579000000 Hz -3.6 dBmV 44.7 dB 54174526 0 0
18 Locked QAM256 29 585000000 Hz -3.4 dBmV 44.7 dB 54178766 0 0
19 Locked QAM256 30 591000000 Hz -3.2 dBmV 44.9 dB 54182128 0 0
20 Locked QAM256 31 597000000 Hz -3.3 dBmV 44.7 dB 54185820 0 0
21 Locked QAM256 32 603000000 Hz -3.3 dBmV 44.8 dB 54189795 0 0
22 Locked QAM256 33 609000000 Hz -3.3 dBmV 44.8 dB 54193204 0 0
23 Locked QAM256 34 615000000 Hz -3.5 dBmV 44.5 dB 54197311 0 0
24 Locked QAM256 35 621000000 Hz -3.1 dBmV 44.7 dB 54201057 0 0
25 Locked QAM256 37 633000000 Hz -3.4 dBmV 44.5 dB 54204638 0 0
26 Locked QAM256 38 639000000 Hz -3.3 dBmV 44.4 dB 54208701 0 0
27 Locked QAM256 39 645000000 Hz -3.6 dBmV 44.2 dB 54212054 0 0
28 Locked QAM256 40 651000000 Hz -3.5 dBmV 44.2 dB 54216219 0 0
29 Locked QAM256 41 657000000 Hz -3.6 dBmV 44.3 dB 54219422 0 0
30 Locked QAM256 42 663000000 Hz -3.7 dBmV 44.0 dB 54223803 0 0
31 Locked QAM256 43 669000000 Hz -3.5 dBmV 44.2 dB 54240229 0 0
32 Locked QAM256 44 675000000 Hz -3.4 dBmV 42.8 dB 54229683 0 0
<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 16400000 Hz 50.3 dBmV
2 Locked ATDMA 2 22800000 Hz 50.3 dBmV
3 Locked ATDMA 3 29200000 Hz 50.3 dBmV
4 Locked ATDMA 4 35600000 Hz 50.3 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, 1, 2, 3 193 957000000 Hz -4.4 dBmV 40.8 dB 148 ~ 3947 12338788 3050751 0
2 Not Locked 0 0 0 Hz -1.8 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

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0

EG

Expert

 • 

110.1K Messages

2 years ago

@boucains wrote: "I have two laptops. One can connect when directly connected to the cable modem, one cannot."

FWIW. You need to power cycle / reboot the CM1100 each and every time that you change the device that is being connected to it in order for that device to be able to gain a connection to the internet.

(edited)

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flatlander3

Problem Solver

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1.5K Messages

2 years ago

Yeah.  CM1100.  The 2nd ethernet port is for link aggregation, otherwise in default mode, it's not supposed to be used.

Page 18/19:  https://www.downloads.netgear.com/files/GDC/CM1100/CM1100_UM_EN.pdf

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boucains

New Poster

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4 Messages

2 years ago

There are no splitters in use that are external to the wall. My living room TV connects to a wall coax jack and my modem connects to a bedroom coax jack. Cables used to connect them were new from Comcast on installation and are not in areas where they are disturbed at all. I could certainly take a pencil eraser to the center wire and do reconnects.

I'm wondering if the upgraded equipment at the street is involved, because the intermittent problems started right after we lost connection for a day while they upgraded. The boasted that the speed was increased from 1 Gbit to 1.2 Gbit. We are in winter in Oregon, and it hasn't exactly been dry. Would they have increased the voltage then?

Given that nothing on my end changed, and I didn't lose full connectivity until I called Xfinity the first time and the tech said, "let me check", I'm thinking it's outside of my apartment.

BTW, I finally factory reset my router and regained WAN connectivity to my WiFi.

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0

EG

Expert

 • 

110.1K Messages

2 years ago

@boucains 

If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. 


Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

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