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Recent Gateway Upgrade to Netgear C7100v2 Connectivity / Speed Issues

Regular Visitor

Recent Gateway Upgrade to Netgear C7100v2 Connectivity / Speed Issues

Internet went out and Xfinity wouldn't assist due to "out of date" Motorola Gateway we had. Purchased a new Netgear C7100v2 and got connected but am experiencing performance issues on both wired and wifi devices. Both wife and I work from home and this is unacceptable. Downstream LED is constantly flashing and the logs show major Correctable and Uncorrectable numbers.

Support is making me wait a full day for a callback. Any help would be appreciated.

 

Starting Frequency 471000000
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 471000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)

Downstream Bonded Channels (Partial Service)
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 2 471000000 Hz -2.4 dBmV 40 dB 0 0
2 Locked QAM256 1 465000000 Hz -2.3 dBmV 40.1 dB 0 0
3 Locked QAM256 3 477000000 Hz -4.4 dBmV 39.3 dB 0 0
4 Locked QAM256 4 483000000 Hz -4 dBmV 39.4 dB 0 0
5 Locked QAM256 5 489000000 Hz -5.2 dBmV 36.4 dB 0 0
6 Locked QAM256 6 495000000 Hz -5.3 dBmV 37.9 dB 0 0
7 Locked QAM256 7 507000000 Hz -7.8 dBmV 34.8 dB 0 0
8 Locked QAM256 8 513000000 Hz -9.7 dBmV 29.3 dB 3010057 938713
9 Locked QAM256 9 519000000 Hz -9.7 dBmV 33.2 dB 0 0
10 Locked QAM256 10 525000000 Hz -11.3 dBmV 33.8 dB 0 0
11 Locked QAM256 11 531000000 Hz -12.1 dBmV 33.6 dB 0 0
12 Not Locked Unknown 12 537000000 Hz 0.0 dBmV 0.0 dB 0 0
13 Not Locked Unknown 13 543000000 Hz 0.0 dBmV 0.0 dB 0 0
14 Locked QAM256 14 549000000 Hz -17.7 dBmV 28.7 dB 93503 0
15 Locked QAM256 15 555000000 Hz -19.5 dBmV 26.9 dB 34930023 1093028
16 Not Locked Unknown 16 561000000 Hz 0.0 dBmV 0.0 dB 0 0
17 Not Locked Unknown 17 567000000 Hz 0.0 dBmV 0.0 dB 0 0
18 Not Locked Unknown 18 573000000 Hz 0.0 dBmV 0.0 dB 0 0
19 Not Locked Unknown 19 579000000 Hz 0.0 dBmV 0.0 dB 0 0
20 Not Locked Unknown 20 585000000 Hz 0.0 dBmV 0.0 dB 0 0
21 Not Locked Unknown 21 591000000 Hz 0.0 dBmV 0.0 dB 0 0
22 Not Locked Unknown 22 597000000 Hz 0.0 dBmV 0.0 dB 0 0
23 Not Locked Unknown 23 603000000 Hz 0.0 dBmV 0.0 dB 0 0
24 Not Locked Unknown 24 609000000 Hz 0.0 dBmV 0.0 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 45.5 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29400000 Hz 46 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 46.3 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power

Current System Time:Sat Jun 01 20:08:26 2019
System Up Time:00:35:22

Time Priority Description
2019-6-1, 19:46:06 Warning (5) MDD message timeout;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.1;CM-VER=3.0;
2019-6-1, 19:44:58 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2019-6-1, 19:44:52 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.0;CM-VER=3.0;
2019-6-1, 19:34:47 Warning (5) MDD message timeout;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:50 Notice (6) Honoring MDD; IP provisioning mode = IPv6
1970-1-1, 00:00:45 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:41 Notice (6) WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:41 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:10) - Reason:INIT
1970-1-1, 00:00:39 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-6-1, 19:32:40 Critical (3) Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:44 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-6-1, 19:26:58 Critical (3) Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:44 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-6-1, 19:18:38 Critical (3) Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:39 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:43 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-6-1, 18:00:37 Critical (3) Resetting the cable modem due to docsDevResetNow
2019-6-1, 12:18:22 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.1;CM-VER=3.0;
2019-6-1, 09:47:07 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:44 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-5-31, 16:22:05 Critical (3) Resetting the cable modem due to docsDevResetNow
2019-5-30, 22:07:54 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.1;CM-VER=3.0;
2019-5-30, 10:59:54 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:43 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-5-29, 17:50:43 Critical (3) Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-5-29, 17:28:41 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:01:02 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:01:5c:ad:46:55;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:55 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:43 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:43 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:41 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:41 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=10:0c:6b:92:f9:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

 

 
Diamond Problem Solver

Re: Recent Gateway Upgrade to Netgear C7100v2 Connectivity / Speed Issues

Do you need assistance getting a tech out? Some of your downstream channels are either not registering or way out of spec, SNR on some channels are out of spec.

I am a Retired Official Comcast Employee
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Expert

Re: Recent Gateway Upgrade to Netgear C7100v2 Connectivity / Speed Issues

Yes. It looks like a bad cable "tilt" problem.!


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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Regular Visitor

Re: Recent Gateway Upgrade to Netgear C7100v2 Connectivity / Speed Issues

Thank you for your reply. 

From reading you posts, I believe that it may be internal wiring issues and a tech would probably be best to deal with it.

 

Yes, any assistance would be appreciated.

 

Regular Visitor

Re: Recent Gateway Upgrade to Netgear C7100v2 Connectivity / Speed Issues

Yes, I need a tech asap!

Official Employee

Re: Recent Gateway Upgrade to Netgear C7100v2 Connectivity / Speed Issues

Hi, pburris! I'm happy to help with scheduling a tech visit. Could you please send me a private message with your first and last name? Click on my name ComcastElla, then click Send a message.


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Official Employee

Re: Recent Gateway Upgrade to Netgear C7100v2 Connectivity / Speed Issues

@pburris - Thank you for letting me know that  issues with the RF signal levels were addressed by a field tech. I'm locking this thread but if you have any questions - please feel free to send me a private message. 

 

Thank you for choosing Comcast as your cable/internet provider!


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Expert

Re: Recent Gateway Upgrade to Netgear C7100v2 Connectivity / Speed Issues

Curious as to what the problem turned out to be ?



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