After upgrading service to 300mbps, (Blast) from 100mbps, modem speed only changed for upload speed. Still stuck getting around 70mbs. Called support multiple times and spent a few hours troubleshooting. First one said it is a Netgear problem. Purchased another Motorola 7621, also the blame game, both brand new. They said all is fine but did see a computer glitch (unable to fix due to automation???). They also still showed my returned rented modem, local office said it is removed and don't see it. Near the end of last tech call I was fed up after the tech said they can upgrade me to 600mbps, meanwhile they can't get me to 300!!! This really set me off.
Anybody have any suggestions, I am listing the netgear connection status and event log. Troubleshooting steps included multiple resets, reprovision, factory reset, direct connection to outside line direct from pole. Speedtest.xfinity.com showed as plan speed 100.
CM500-100NAS
| Startup Procedure | | |
| Procedure | Status | Comment | | Acquire Downstream Channel | 435000000 Hz | Locked | | Connectivity State | OK | Operational | | Boot State | OK | Operational | | Security | Enabled | BPI+ | | IP Provisioning Mode | Honor MDD | honorMdd(4) |
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| Downstream Bonded Channels | | |
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Correctables | Uncorrectables | | 1 | Locked | QAM256 | 1 | 435000000 Hz | -0.5 dBmV | 44 dB | 0 | 0 | | 2 | Locked | QAM256 | 2 | 447000000 Hz | -0.8 dBmV | 43.7 dB | 0 | 0 | | 3 | Locked | QAM256 | 3 | 453000000 Hz | -1 dBmV | 43.7 dB | 0 | 0 | | 4 | Locked | QAM256 | 4 | 459000000 Hz | -1.5 dBmV | 43.5 dB | 0 | 0 | | 5 | Locked | QAM256 | 5 | 465000000 Hz | -1.8 dBmV | 43.1 dB | 0 | 0 | | 6 | Locked | QAM256 | 6 | 471000000 Hz | -2.5 dBmV | 42.7 dB | 0 | 0 | | 7 | Locked | QAM256 | 7 | 477000000 Hz | -3.7 dBmV | 42 dB | 0 | 0 | | 8 | Locked | QAM256 | 8 | 483000000 Hz | -3.6 dBmV | 42.1 dB | 0 | 0 | | 9 | Locked | QAM256 | 9 | 489000000 Hz | -2.4 dBmV | 43 dB | 0 | 0 | | 10 | Locked | QAM256 | 10 | 495000000 Hz | -2.1 dBmV | 43 dB | 0 | 0 | | 11 | Locked | QAM256 | 11 | 507000000 Hz | -1.7 dBmV | 40.9 dB | 0 | 0 | | 12 | Locked | QAM256 | 12 | 513000000 Hz | -1.8 dBmV | 43.3 dB | 0 | 0 | | 13 | Locked | QAM256 | 13 | 519000000 Hz | -1.3 dBmV | 43.5 dB | 0 | 0 | | 14 | Locked | QAM256 | 14 | 525000000 Hz | -2.5 dBmV | 42.7 dB | 0 | 0 | | 15 | Locked | QAM256 | 15 | 531000000 Hz | -3.6 dBmV | 42 dB | 0 | 0 | | 16 | Locked | QAM256 | 16 | 537000000 Hz | -3.3 dBmV | 42.2 dB | 0 | 0 |
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| Upstream Bonded Channels | | |
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power | | 1 | Locked | ATDMA | 75 | 5120 Ksym/sec | 23700000 Hz | 48.8 dBmV | | 2 | Locked | ATDMA | 73 | 5120 Ksym/sec | 36500000 Hz | 49 dBmV | | 3 | Locked | ATDMA | 74 | 5120 Ksym/sec | 30100000 Hz | 48.8 dBmV | | 4 | Locked | ATDMA | 76 | 5120 Ksym/sec | 17300000 Hz | 48.5 dBmV |
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| Log | | |
| Time | Priority | Description |
| 1970-1-1, 00:00:28 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 1970-1-1, 00:00:21 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-1-14, 19:00:25 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:01:5c:7c:12:67;CM-QOS=1.0;CM-VER=3.0; |
| 2021-1-14, 19:00:18 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-1-14, 19:00:17 | Critical (3) | No UCDs Received - Timeout;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-1-14, 19:00:00 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 1970-1-1, 00:01:03 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:01:5c:7c:12:67;CM-QOS=1.0;CM-VER=3.0; |
| 1970-1-1, 00:00:54 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 1970-1-1, 00:00:53 | Critical (3) | No UCDs Received - Timeout;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 1970-1-1, 00:00:36 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 1970-1-1, 00:00:24 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 1970-1-1, 00:00:23 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;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=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
