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CM1000 And Slow Internet

Contributor

CM1000 And Slow Internet

Good Morning/Night!

I have been having issues with my Gigabit service since it was installed about 2-3 weeks ago. I am not getting speeds above 600mbps, almost always its between 200-300mbps with the random spike. I spent some time on the phone with a gentleman (super nice) and another gentleman (super nice too) but we couldn't figure out what was wrong. They said all our levels (power level a bit high) were fine. We reset/reprovisioned the modem like 3 times. Finally, we got a tech scheduled. He came out on Sunday. He spent a couple of hours poking around and changed the whole cable ( ours is directly connected from the pole to the wall, only one cable). He took off the only splitter (for tv and internet) and we still weren't getting the speeds needed. He finally ended up calling his tech support and they told him to use the xfinity speedtest. That gave me above the 800 or so mbps I expect. But, the other websites still give me 200-350 mbps.

I went poking around the internet and the Netgear website says that Comcast has deployed the 3.01.17 firmware for the modem but I only have the 3.01.04 firmware. I wanted to make sure that I am on the correct firmware. I also went on the Myxfinity app to check and my modem is said to not be connected. Could that also be why I can't get more than 350 mbps?

For reference, I have the quad play: tv, cable, home phone( the lady when I got the service helped me so that I can use it only on my cellphone and not have to get a different modem), and home security.
Expert

Re: CM1000 And Slow Internet

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 



"Keepin' it clean since '09"
I am not a Comcast employee, just a moderator.
Contributor

Re: CM1000 And Slow Internet

Thank you! I have someone on chat trying to help too. They just scheduled another tech to come out.

 

In case anyone needs it, here are my stats from the modem:

 

Version:1.0 StartHTML:000000200 EndHTML:000026209 StartFragment:000012023 EndFragment:000026123 StartSelection:000012034 EndSelection:000026081 SourceURL:http://192.168.100.1/DocsisStatus.aspNETGEAR Modem CM1000

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
Procedure Status Comment
Acquire Downstream Channel 603000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK d11_m_cm1000_gigabit_c01.cm
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 13 603000000 Hz 0.8 dBmV 40.6 dB 99241065 0 0
2 Locked QAM256 1 531000000 Hz 0.7 dBmV 40.9 dB 97519987 0 0
3 Locked QAM256 2 537000000 Hz 0.6 dBmV 41.0 dB 97537817 0 0
4 Locked QAM256 3 543000000 Hz 0.5 dBmV 41.0 dB 97548009 0 0
5 Locked QAM256 4 549000000 Hz 0.5 dBmV 41.0 dB 97557684 0 0
6 Locked QAM256 5 555000000 Hz 0.5 dBmV 40.9 dB 97566783 0 0
7 Locked QAM256 6 561000000 Hz 0.6 dBmV 40.6 dB 97577042 0 0
8 Locked QAM256 7 567000000 Hz 0.6 dBmV 38.0 dB 97586128 0 0
9 Locked QAM256 8 573000000 Hz 0.5 dBmV 38.0 dB 97595991 0 0
10 Locked QAM256 9 579000000 Hz 0.6 dBmV 40.8 dB 97606084 0 0
11 Locked QAM256 10 585000000 Hz 0.6 dBmV 40.7 dB 97614619 0 0
12 Locked QAM256 11 591000000 Hz 0.7 dBmV 40.7 dB 97625256 0 0
13 Locked QAM256 12 597000000 Hz 0.8 dBmV 40.6 dB 97633978 0 0
14 Locked QAM256 14 609000000 Hz 0.7 dBmV 40.5 dB 97644508 0 0
15 Locked QAM256 15 615000000 Hz 0.6 dBmV 40.3 dB 97653045 0 0
16 Locked QAM256 16 621000000 Hz 0.7 dBmV 40.5 dB 97662976 0 0
17 Locked QAM256 17 627000000 Hz 0.7 dBmV 40.4 dB 97668775 0 0
18 Locked QAM256 18 633000000 Hz 0.7 dBmV 40.4 dB 97677848 0 0
19 Locked QAM256 19 639000000 Hz 0.6 dBmV 40.4 dB 97687337 0 0
20 Locked QAM256 20 645000000 Hz 0.6 dBmV 40.3 dB 97697112 0 0
21 Locked QAM256 21 651000000 Hz 0.6 dBmV 40.5 dB 97706204 0 0
22 Locked QAM256 22 657000000 Hz 0.7 dBmV 40.5 dB 97716321 0 0
23 Locked QAM256 23 663000000 Hz 0.7 dBmV 40.5 dB 97724640 0 0
24 Locked QAM256 24 669000000 Hz 0.7 dBmV 40.6 dB 97734515 0 0
25 Locked QAM256 25 675000000 Hz 1.0 dBmV 39.7 dB 97744092 0 0
26 Locked QAM256 26 681000000 Hz 0.9 dBmV 40.6 dB 97754288 0 0
27 Locked QAM256 27 687000000 Hz 1.1 dBmV 40.6 dB 97762879 0 0
28 Locked QAM256 28 693000000 Hz 1.1 dBmV 40.6 dB 97773576 0 0
29 Locked QAM256 29 699000000 Hz 1.3 dBmV 40.6 dB 97782114 0 0
30 Locked QAM256 30 705000000 Hz 1.3 dBmV 40.6 dB 97790959 0 0
31 Locked QAM256 31 711000000 Hz 1.5 dBmV 40.8 dB 97797865 0 0
32 Locked QAM256 32 717000000 Hz 1.5 dBmV 40.6 dB 97800238 0 0

<tabindex=-1>Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 35800000 Hz 45.8 dBmV
2 Locked ATDMA 2 29400000 Hz 46.3 dBmV
3 Locked ATDMA 3 23000000 Hz 46.3 dBmV
4 Locked ATDMA 4 16600000 Hz 46.3 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
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, 1 159 768000000 Hz 1.1 dBmV 39.3 dB 1126 ~ 2969 83233361 328 0
2 Not Locked 0 0 0 Hz 1.5 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels
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
Official Employee

Re: CM1000 And Slow Internet

Hello kellysa111. I can assist with troubleshooting your Gig speed issues. As nerdburg recommended, I'd like to run a few checks on your equipment and local area. Please send me a private message and include your full name and account primary phone number so I can access your equipment.

Contributor

Re: CM1000 And Slow Internet

And here are the event logs: They are from the last time the chat person restarted my modem (about 15 minutes ago)

 

 
 
 
Time Priority Description
2018-04-19, 10:26:30 Warning (5) REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
2018-04-19, 10:26:23 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 .;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;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=b0:39:56:9b:f8:81;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2018-04-19, 10:25:08 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) TFTP Request Retries exceeded, CM unable to register
Time Not Established Critical (3) TFTP failed - Request sent - No Response;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;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=b0:39:56:9b:f8:81;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;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=b0:39:56:9b:f8:81;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
2018-04-19, 02:00:32 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2018-04-19, 02:00:27 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
2018-04-19, 02:00:08 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
2018-04-19, 02:00:07 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
2018-04-19, 01:59:48 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
2018-04-19, 01:59:47 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
2018-04-19, 01:59:28 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
2018-04-19, 01:59:27 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
2018-04-19, 01:58:39 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;CM-QOS=1.1;CM-VER=3.1;
2018-04-19, 01:58:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;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=b0:39:56:9b:f8:81;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=b0:39:56:9b:f8:81;CMTS-MAC=2c:0b:e9:15:2f:96;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=b0:39:56:9b:f8:81;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=00:00:00:00:00:00;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=b0:39:56:9b:f8:81;CMTS-MAC=00:00:00:00:00:00;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=b0:39:56:9b:f8:81;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:39:56:9b:f8:81;CMTS-MAC=00:00:00:00:00:00;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=b0:39:56:9b:f8:81;CMTS-MAC=00:00:00:00:00:00;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=b0:39:56:9b:f8:81;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;