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Co2Outbr3ak's avatar
Co2Outbr3ak
Aspirant
Jun 15, 2019

C7000 nas-100

So, we had a storm pass through on Wednesday that messed up my internet. I already took the initial troubleshooting steps and am almost certain my modem is no longer functioning as it should. My ISP (...
plemans's avatar
plemans
Guru - Experienced User
Jun 15, 2019

Storms/power surges from them can wreak havoc on electronics. this could have messed with something on the upload side quite easily. 

1. Do you have a screen shot of your connections page (upload and download) and the logs? These can help us.

2. do you have a spare modem you could hook up to test with at all? If this fixes the issues, i'd indeed bet on the storm winning that round. 

3. I know you state that the tech tested all the lines and cables but moisture in a line, corrosion on the adapters, can create intermittent problems. You've stated you removed all splitters so you're saying its directly connected where the coax enters the house? 

  • Co2Outbr3ak's avatar
    Co2Outbr3ak
    Aspirant
    Jun 15, 2019

    I attached the screenshot.
    I don't currently have a spare modem to test, so my next step is renting a modem from my ISP for a month to troubleshoot further.
    The tech tested for moisture and corrosion. The only issue he found was the ground for the cable line outside wasn't connected, which he fixed. I think this may have caused the problem with the modem itself, but the damage is probably already done. My ISP has already tried everything on their end, so the next step I have is swapping modems to see if it fixes. Upload speed is still bouncing constantly between 1mbps and 20mbps.

    • plemans's avatar
      plemans
      Guru - Experienced User
      Jun 15, 2019

      Did you have the logs as well?

      How old is it? If its within the year warranty, you could open a support ticket with netgear. 

       

      • Co2Outbr3ak's avatar
        Co2Outbr3ak
        Aspirant
        Jun 15, 2019

        The modem is about 14 months old. Just outside the warranty window I'm sure. I tried to register it but it says my services expire like i bought it today. Anyways, the event log and log files are in the spoiler tag.

        Spoiler

        EVENT LOG:

        1970-1-1, 00:00:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:3d:cf:99:8e:f8;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=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:01:28 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:01:29 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:01:29 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:01:29 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:01:36 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:01:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:01:49 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:01:50 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:02:04 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:02:05 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:02:14 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:02:15 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:02:27 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:02:33 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:ca:e5:c8:b8:ee;CM-QOS=1.0;CM-VER=3.0;
        2019-6-15, 12:13:09 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:ca:e5:c8:b8:ee;CM-QOS=1.1;CM-VER=3.0;
        2019-6-15, 15:54:40 Critical (3) Resetting the cable modem due to docsDevResetNow
        1970-1-1, 00:00:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        2019-6-15, 15:56:48 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:ca:e5:c8:b8:ee;CM-QOS=1.1;CM-VER=3.0;
        2019-6-15, 17:23:54 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=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        2019-6-15, 17:26:00 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:ca:e5:c8:b8:ee;CM-QOS=1.1;CM-VER=3.0;
        1970-1-1, 00:00:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        2019-6-15, 17:38:02 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:ca:e5:c8:b8:ee;CM-QOS=1.1;CM-VER=3.0;
        1970-1-1, 00:00:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        2019-6-15, 17:42:12 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:ca:e5:c8:b8:ee;CM-QOS=1.1;CM-VER=3.0;
        2019-6-15, 17:49:59 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:ca:e5:c8:b8:ee;CM-QOS=1.1;CM-VER=3.0;
        1970-1-1, 00:00:39 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        2019-6-15, 17:55:29 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:ca:e5:c8:b8:ee;CM-QOS=1.1;CM-VER=3.0;
        2019-6-15, 18:19:55 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:ca:e5:c8:b8:ee;CM-QOS=1.1;CM-VER=3.0;
        2019-6-15, 18:23:46 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=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        2019-6-15, 18:25:55 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:ca:e5:c8:b8:ee;CM-QOS=1.1;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=9c:3d:cf:99:8e:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
        1970-1-1, 00:00:40 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INIT
        1970-1-1, 00:00:40 Notice (6) WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT
        1970-1-1, 00:00:49 Notice (6) Honoring MDD; IP provisioning mode = IPv4
        1970-1-1, 00:00:51 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:ca:e5:c8:b8:ee;CM-QOS=1.0;CM-VER=3.0;
        2019-6-15, 18:45:49 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:3d:cf:99:8e:f8;CMTS-MAC=00:ca:e5:c8:b8:ee;CM-QOS=1.1;CM-VER=3.0;