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Regular Visitor

Quick Question

I recently bought a new modem to use with my comcast service (CM500-100NAS) and have tried activating it online but it says that something didn't go as planned and I would need to call in. Is this something I would be able to do if I wasn't the primary account owner or would I have to have them do it? I already tried all the usual troubleshooting steps to include trying different cords and forgoing the splitter by connecting the modem straight to the wall but to no avail.

Expert

Re: Quick Question

Are the "Downstream", the "Upstream", and the "Internet" lights (second, third, and fourth from the top) on the front panel lit steadily ?



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Expert

Re: Quick Question


@noctemdracone wrote:

 Is this something I would be able to do if I wasn't the primary account owner or would I have to have them do it? 


The primary user can add you as an authorized user. You could also have the primary user call and then hand the call off to you. 


I am not an employee.
Regular Visitor

Re: Quick Question

All the lights on the new modem do work just fine. They all are a steady green. Also, I am setup with an account that links up with the primary account but I am not sure if it would be considered authorized enough for me to be able to handle the call myself.

Regular Visitor

Re: Quick Question

I snagged this info about 5 minutes or so before this reply.

 

Here is the event logs: 

2018-4-23, 08:25:05 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-4-23, 08:25:24 Critical (3) No UCDs Received - Timeout;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-4-23, 08:25:30 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.0;CM-VER=3.0;
2018-4-23, 08:26:14 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 08:26:18 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.0;CM-VER=3.0;
2018-4-23, 08:26:26 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.0;CM-VER=3.0;
2018-4-23, 08:53:36 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 08:53:41 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:00:46 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:01:07 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:01:09 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-4-23, 09:01:10 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-4-23, 09:07:20 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:07:25 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:07:52 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:07:53 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:08:12 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:09:28 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:09:34 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:10:27 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:10:29 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:10:45 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:10:46 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:11:04 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:11:05 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:11:24 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:11:26 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-4-23, 09:11:26 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-4-23, 09:27:55 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:27:59 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:28:06 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-4-23, 09:44:10 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:44:15 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
2018-4-23, 09:44:22 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:59:dc:79:45:5b;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:20 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:01:59 Critical (3) No UCDs Received - Timeout;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:b9:8a:39:1d:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:31 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2018-4-23, 15:34:13 Warning (5) Unicast DSID PSN startup error

 

Here is the downstream and upstream: 

Downstream
1 Locked QAM256 13 567000000 Hz 2.5 dBmV 37.3 dB 0 0
2 Locked QAM256 1 483000000 Hz 2 dBmV 37.5 dB 0 0
3 Locked QAM256 2 489000000 Hz 1.8 dBmV 37.4 dB 0 0
4 Locked QAM256 3 495000000 Hz 1.5 dBmV 37.4 dB 0 0
5 Locked QAM256 4 507000000 Hz 1.6 dBmV 36.9 dB 0 0
6 Locked QAM256 5 513000000 Hz 1.7 dBmV 37.3 dB 0 0
7 Locked QAM256 6 519000000 Hz 1.8 dBmV 37.3 dB 0 0
8 Locked QAM256 7 525000000 Hz 2.3 dBmV 37.4 dB 0 0
9 Locked QAM256 8 531000000 Hz 2.3 dBmV 37.3 dB 0 0
10 Locked QAM256 9 543000000 Hz 2.1 dBmV 37.2 dB 0 0
11 Locked QAM256 10 549000000 Hz 2.5 dBmV 37.3 dB 0 0
12 Locked QAM256 11 555000000 Hz 2.6 dBmV 37.3 dB 0 0
13 Locked QAM256 12 561000000 Hz 2.4 dBmV 37.3 dB 0 0
14 Locked QAM256 14 573000000 Hz 2.7 dBmV 37.3 dB 0 0
15 Locked QAM256 15 579000000 Hz 2.4 dBmV 37.3 dB 0 0
16 Locked QAM256 16 585000000 Hz 3 dBmV 37.5 dB 0 0

Upstream
1 Locked ATDMA 1 5120 Ksym/sec 30100000 Hz 43 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 36500000 Hz 43 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 17300000 Hz 43 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 23700000 Hz 43 dBmV