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Forum Discussion
c7000-100nas Internet sync problems
Purchased a C7000 about a month and a half ago. Occasionally the Internet will go out but I can usually reconnect by disconnecting power to the modem and rebooting. However on two occasions the modem would not Sync and I had to call Time Warner field service. On the first visit the tech tightened some connections at the neighborhood node and removed and unneeded filter. After three tries we were able to get the modem to work.
Two days ago the Internet went out again. Time Warner tech support showed up today. After checking the lines he said everything was fine and within specs. He attached his company modem and everything worked.
Before he left he mentioned that Time Warner ( in Raleigh North Carolina) has been having synchronization problems with the C 7000. He suggested that there may be a firmware upgrade in the works.
I kept recycling the power on the modem, and a couple hours after he left I managed to get back online again. But I don't know for how long as the modem keeps dropping the connection.
The error responses I'm getting from the event log are:
Timing synchronization Failure – Failed to acquire QAM/QT SK symbol timing
No ranging response received - T3 timeout
Received Response to Broadcast Maintenance Request, but no unicast maintenance opportunities received – T4 timeout
Any help would be appreciated - thanks.
40 Replies
After reading other topics in the support forum I'd like to add that there is no splitter or filter on the line.
Hi,
can you please post the power values?
As you can see from the data below the Modem is currently synced up. The problem is that when ever there is either an Internet cable interruption or a power interruption a reboot is required. Sometimes it will sync up within a few tries-sometimes not. Today it took somewhere around 30+ tries to get it to sync. Sometimes I'm lucky and it only takes two or three tries.
Time Warner has rolled a technician twice, and each time when the technician connected his test modem the Internet worked. They are adamant that the problem does not lie with Time Warner, and given that their Modems work I have to agree.I had to call Netgear tech support today because the modem was down again and the Internet connection wasn't working. Netgear tech support advised me today that a firmware update should be coming out in the next few days. The modem is currently on Firmware Version V1.01.15
Time Warner has advised me that there is a problem with these modems and that they are awaiting a firmware update. According to the technician that showed up, due to the number of issues they are having, they considering temporairly pulling this particular Modem from their approved list.
They bumped the values up a but to try help the sync process
Acquire Downstream Channel 645000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode IPv6 Only ipv6Only(1)
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 16 645000000 Hz 7 dBmV 40.7 dB 0 0
2 Locked QAM256 2 561000000 Hz 8.3 dBmV 41.8 dB 0 0
3 Locked QAM256 3 567000000 Hz 8 dBmV 41.5 dB 0 0
4 Locked QAM256 4 573000000 Hz 7.8 dBmV 41.3 dB 0 0
5 Locked QAM256 5 579000000 Hz 7.7 dBmV 41.2 dB 0 0
6 Locked QAM256 6 585000000 Hz 7.8 dBmV 41.4 dB 0 0
7 Locked QAM256 7 591000000 Hz 7.7 dBmV 41.3 dB 0 0
8 Locked QAM256 8 597000000 Hz 7.5 dBmV 41.1 dB 0 0
9 Locked QAM256 9 603000000 Hz 7.4 dBmV 41 dB 0 0
10 Locked QAM256 10 609000000 Hz 7.5 dBmV 41.1 dB 0 0
11 Locked QAM256 11 615000000 Hz 7.3 dBmV 40.9 dB 0 0
12 Locked QAM256 12 621000000 Hz 7.3 dBmV 40.9 dB 0 0
13 Locked QAM256 13 627000000 Hz 7.3 dBmV 40.9 dB 0 0
14 Locked QAM256 14 633000000 Hz 7.1 dBmV 40.8 dB 0 0
15 Locked QAM256 15 639000000 Hz 7.4 dBmV 40.9 dB 0 0
16 Locked QAM256 1 555000000 Hz 8.9 dBmV 42.3 dB 0 0
17 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
18 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
19 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
20 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
21 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
22 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
23 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
24 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 24200000 Hz 36.5 dBmV
2 Locked TDMA 1 2560 Ksym/sec 19400000 Hz 36.5 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 30600000 Hz 33 dBmV
4 Locked ATDMA 4 2560 Ksym/sec 37000000 Hz 34.3 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
I don't think your problem is with Time Warner. The C7000 either has persistant issues or firmware problems. My C7000 does the same thing except it behaves even more erradicly than yours. Mine will stop passing traffic to it's local LAN interface but still pass internet traffic, then stop passing internet traffic but pass I can ping my LAN interface.
A reboot fixes it but also switching between 2.4G and 5G channels also resolves the problem on occassion. The fact the LAN interface on the C7000 stops responding randomly tells you right there that it's not a Time Warner issue. That aside from the fact that their "Technicolor" despite having a weak wireless signal, works flawlessly.
This so far, has been an unreliable device for me. I replaced a Linksys AC1900 with this device for which unfortunately, Linksys while being reliable, had its own issues with traffic limitations and various releases which are stable one second and unstable the next.
Just wanted to let you know that you're not alone.
Don't know what the problem is with Netgear theses days. Used to use a bunch of their stuff - even have a box of old RT314 that need to go out. If no solution soon I will start pushing for a refund.
I purchased my C7000-100NAS about a month ago. I was going to jack-around with the configuration but opted not to until my unit was broken in. I have TWC 200mbps, using a TIVO Bolt and 2-TIVO MINIs, TWC Cable Card. I get the same Critical Errors that others have experienced but they are not persistent, that is, I get the errors when I reboot the TWC Digital Settop box, but then steady reliable service from the router. My speedtest.net readings are consistantly above 230mbps and no signal drops or errors. Keep in mind, I have only had this configuration for a month. Firmware Version V1.01.15. My errors are below but I do not consider them critical since my 21+ active devices are screaming alone without incident. I love my Netgear Nighthawk at this point but time will tell. It could also be that my local, San Antonio, Texas TWC has it dialed in?
I do have two problems that I would like Netgear to resolve (I don't believe them to be TWC issues even though one of the respondents here suggested that TWC is pushing out a bad local TIME. Nah.):
- The Nighthawk router Time management issue should be a managable feature. The Router should have a time and time zone configurable option. No excuses, just do it;
- The Block Sites function does not work properly. That is, it will properly block the DOS attacker but also reduces my broadband download speed from 230+mbps to 50+/-mbps. When I select NEVER block versus ALWAYS, I get my 230+mbps back. The issue has got to be in the router software. I have configured it every which way possible with the same results.
The Error Diagnostic I referred to earlier is below, if anyone cares:
Startup Procedure Procedure Status Comment Acquire Downstream Channel 621000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Enabled BPI+ IP Provisioning Mode IPv6 Only ipv6Only(1) Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 16 621000000 Hz 4.2 dBmV 38.9 dB 0 0 2 Locked QAM256 2 537000000 Hz 5.4 dBmV 39.9 dB 0 0 3 Locked QAM256 3 543000000 Hz 4.9 dBmV 39.6 dB 0 0 4 Locked QAM256 4 549000000 Hz 4.7 dBmV 39.5 dB 0 0 5 Locked QAM256 5 555000000 Hz 4.8 dBmV 39.5 dB 0 0 6 Locked QAM256 6 561000000 Hz 4.9 dBmV 39.5 dB 0 0 7 Locked QAM256 7 567000000 Hz 5 dBmV 39.6 dB 0 0 8 Locked QAM256 8 573000000 Hz 4.9 dBmV 39.5 dB 0 0 9 Locked QAM256 9 579000000 Hz 4.5 dBmV 39.3 dB 0 0 10 Locked QAM256 10 585000000 Hz 4.7 dBmV 39.4 dB 0 0 11 Locked QAM256 11 591000000 Hz 4.7 dBmV 39.4 dB 0 0 12 Locked QAM256 12 597000000 Hz 4.3 dBmV 39.1 dB 0 0 13 Locked QAM256 13 603000000 Hz 4.6 dBmV 39.3 dB 0 0 14 Locked QAM256 14 609000000 Hz 4.5 dBmV 39.2 dB 0 0 15 Locked QAM256 15 615000000 Hz 4.3 dBmV 39.1 dB 0 0 16 Locked QAM256 1 531000000 Hz 5.3 dBmV 39.8 dB 0 0 17 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 18 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 19 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 20 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 21 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 22 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 23 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 24 Not Locked Unknown 0 0 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 6 5120 Ksym/sec 24200000 Hz 34.3 dBmV 2 Locked TDMA 5 2560 Ksym/sec 19400000 Hz 34.3 dBmV 3 Locked ATDMA 7 5120 Ksym/sec 30600000 Hz 33.5 dBmV 4 Locked ATDMA 8 2560 Ksym/sec 37000000 Hz 35.5 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 Thank Goodness I found this thread!! I've been going crazy for months trying to figure out why my c7000-100nas would need to be rebooted almost daily. I'm with Comcast in Northern CA but the symptoms were the same. I was considering switching ISPs because I couldn't believe it to be the NetGear.
My problem is that daily, I lose connection (up and downstream as far as I can tell) on wired and wireless connections. I can use the mobile app to reset the router so wi-fi is working on both 2.4 and 5GHz. I occasionaly (one time in about 20) need multiple restarts to get reconnected but mostly just a pull power/wait 10 seconds/replace power will work. I just started monitoring the logs so I don't have any info to post yet. I'm just glad I'm not the only one having this issue with this particular model.
BTW, my router's main page reports the Firmware Version as V1.01.20.
My advice, return it. Buy seperate units as I did, issue gone. I worked with Netgear, returned 3 times for new units and never was the issue ever resolved. Save your blood pressure and return it if at all possible.
- JMS28411 - on one of the three primary workstations that I use for work-from-home, while in VPN mode, I will occasionally be constantly prompted for credentials to any site even google. When this happens I go into my google chrome and/or IE advanced settings and uncheck the Auto Proxy setting and save. This totally resolves my connectivity browsing issue. For some reason unknown to me, the browser then re-selects the Auto Proxy setting requiring me to repeat this process. Happens once every week or two and only on one workstation.
Hope this helps.Try this:
Clear the Automatically Detect Setting:
