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Forum Discussion
CM1000 CM-Status Messages an MDD Message Timeout
Hello, I've been trying to troubleshoot this problem for a couple of days now. I currently have Xfinity as my ISP and recently decided to stop paying $14 monthly for the xfinity modem. I bought a CM1000v2 modem brand new as well as a AX1800 RAX10 router.
Upon initial installation of the modem and router, everything was running fine, until my brother noticed a loss of internet connection while he is playing video games. I troubleshooted a bit and thought that the issue had to be with the upstream and downstream being at non optimal levels. Downstream was at around -18 to -16 an upstream was at +54 to +58 and looking at the event logs, I am periodically getting MDD Message Timeouts as well as CM-Status event codes: 1, 2, 4 and 5.
To counter the upstream and downstream being at non optimal levels, I moved the modem closer to the wall output with a 3ft coax cable and used a Cat 6 cable to run it to the router on next floor where it is supposed to be the "best placement". The levels have gone down a lot on the downstream to about -2 to -11 though, but the upstream levels are still relatively the same as it was before the move. I am also still getting the MDD Timeout message and the above CM-Status event codes.
I am relativley new to this stuff as my parents are making me responsible with the internet stuff so not sure how to go foward with this. I want to make a call to xfinity and have them check the cables as I just bought all the netgear equipment new. Any recommendations on what I should do?
7 Replies
Please post a copy and paste of the modems connection status page.
Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853Frequency 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</tabindex=-1>
Procedure Status Comment Acquire Downstream Channel 399000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Enable BPI+ IP Provisioning Mode Honor MDD IPv6 only <tabindex=-1>Downstream Bonded Channels (Partial Service)</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked QAM256 42 399000000 Hz -5.1 dBmV 41.4 dB 467646725 0 0 2 Locked QAM256 1 453000000 Hz -4.6 dBmV 40.8 dB 466618291 0 0 3 Locked QAM256 2 459000000 Hz -6.3 dBmV 40.6 dB 466621063 5 0 4 Locked QAM256 3 465000000 Hz -7.0 dBmV 40.3 dB 466625586 30 0 5 Locked QAM256 4 471000000 Hz -8.5 dBmV 39.7 dB 466629763 26 0 6 Locked QAM256 5 477000000 Hz -9.5 dBmV 39.4 dB 466633144 21 0 7 Locked QAM256 6 483000000 Hz -10.0 dBmV 38.9 dB 466637072 38 0 8 Locked QAM256 7 489000000 Hz -10.7 dBmV 38.6 dB 466643316 15 0 9 Locked QAM256 8 495000000 Hz -10.5 dBmV 35.4 dB 466646500 46 0 10 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 11 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 12 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 13 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 14 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 15 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 16 Locked QAM256 15 543000000 Hz -11.6 dBmV 30.3 dB 357763593 106025368 2096621 17 Locked QAM256 16 549000000 Hz -10.7 dBmV 36.3 dB 466672312 43 0 18 Locked QAM256 17 555000000 Hz -9.9 dBmV 38.2 dB 466684367 16 0 19 Locked QAM256 18 561000000 Hz -8.4 dBmV 39.7 dB 466697085 1 0 20 Locked QAM256 19 567000000 Hz -7.3 dBmV 38.7 dB 466700960 0 0 21 Locked QAM256 20 573000000 Hz -6.7 dBmV 37.3 dB 466705999 21 0 22 Locked QAM256 21 579000000 Hz -6.4 dBmV 27.2 dB 279485405 18729524 2185855 23 Locked QAM256 22 585000000 Hz -7.0 dBmV 32.0 dB 466705276 6174 0 24 Locked QAM256 23 591000000 Hz -7.7 dBmV 28.4 dB 183873710 55335743 10587227 25 Locked QAM256 38 423000000 Hz -4.1 dBmV 41.5 dB 466678966 0 0 26 Locked QAM256 39 429000000 Hz -3.4 dBmV 41.5 dB 466682307 0 0 27 Locked QAM256 40 435000000 Hz -2.8 dBmV 41.8 dB 466686571 0 0 28 Locked QAM256 41 441000000 Hz -2.7 dBmV 41.6 dB 466690754 0 0 29 Locked QAM256 43 405000000 Hz -5.0 dBmV 41.3 dB 466695004 0 0 30 Locked QAM256 44 411000000 Hz -4.7 dBmV 41.3 dB 466697241 0 0 31 Locked QAM256 45 417000000 Hz -4.4 dBmV 41.5 dB 466700879 0 0 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 <tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power 1 Locked ATDMA 1 35600000 Hz 52.5 dBmV 2 Locked ATDMA 2 29200000 Hz 54.3 dBmV 3 Locked ATDMA 3 22800000 Hz 55.0 dBmV 4 Locked ATDMA 4 16400000 Hz 55.5 dBmV 5 Locked ATDMA 5 39600000 Hz 49.8 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</tabindex=-1>
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, 2, 3 37 722000000 Hz -13.3 dBmV 20.5 dB 1228 ~ 2867 168265294 26179906 142083493 2 Not Locked 0 0 0 Hz -5.5 dBmV 0.0 dB 0 ~ 4095 0 0 0 <tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
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 Current System Time: Wed Jul 14 23:02:36 2021 System Up Time: 2:51:53
I will contact my ISP tomorrow and will give an update here.
Ask them why channels 10 thru 15 are not locked in...I believe they should be.
Sorry for the late update. I tried speaking to the ISP but apparently I'm not an authroized user on the account, I added myself over the weekend. I also found a splitter in the backyard where the line goes in. I removed the splitter as theres only need for 1 coax port anyways and the other's arent even being used. Here is my updated cable conneciton:
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</tabindex=-1>
Procedure Status Comment Acquire Downstream Channel 399000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Enable BPI+ IP Provisioning Mode Honor MDD IPv6 only <tabindex=-1>Downstream Bonded Channels (Partial Service)</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked QAM256 42 399000000 Hz 1.3 dBmV 40.7 dB 786402614 0 0 2 Locked QAM256 1 453000000 Hz 2.4 dBmV 40.3 dB 785351498 0 0 3 Locked QAM256 2 459000000 Hz 0.5 dBmV 40.0 dB 785356244 118 2 4 Locked QAM256 3 465000000 Hz -0.7 dBmV 39.9 dB 785334558 1 0 5 Locked QAM256 4 471000000 Hz -2.5 dBmV 39.4 dB 785362766 0 0 6 Locked QAM256 5 477000000 Hz -3.4 dBmV 39.2 dB 785368946 6 0 7 Locked QAM256 6 483000000 Hz -4.0 dBmV 39.2 dB 785371268 7 0 8 Locked QAM256 7 489000000 Hz -4.3 dBmV 38.6 dB 785382478 82 0 9 Locked QAM256 8 495000000 Hz -4.2 dBmV 34.9 dB 785406110 155 1 10 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 11 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 12 Locked QAM256 11 519000000 Hz -5.8 dBmV 29.6 dB 215693737 82455585 22235487 13 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 14 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 15 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 16 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 17 Locked QAM256 16 549000000 Hz -3.7 dBmV 34.2 dB 785453370 132 10 18 Locked QAM256 17 555000000 Hz -2.5 dBmV 36.7 dB 785456493 257 68 19 Locked QAM256 18 561000000 Hz -1.2 dBmV 38.9 dB 785462864 285 18 20 Locked QAM256 19 567000000 Hz 0.1 dBmV 37.8 dB 785465626 264 59 21 Locked QAM256 20 573000000 Hz 0.1 dBmV 36.5 dB 785468006 245 30 22 Locked QAM256 21 579000000 Hz 0.3 dBmV 26.4 dB 520918169 195358837 15019570 23 Locked QAM256 22 585000000 Hz 0.2 dBmV 31.2 dB 785485043 12671 45 24 Locked QAM256 23 591000000 Hz -0.3 dBmV 26.9 dB 576295171 156692154 20739872 25 Locked QAM256 38 423000000 Hz 2.9 dBmV 40.6 dB 785456116 0 0 26 Locked QAM256 39 429000000 Hz 3.5 dBmV 40.8 dB 785462341 0 0 27 Locked QAM256 40 435000000 Hz 3.9 dBmV 40.7 dB 785466234 0 0 28 Locked QAM256 41 441000000 Hz 3.8 dBmV 40.6 dB 785472232 0 0 29 Locked QAM256 43 405000000 Hz 1.3 dBmV 40.7 dB 785475029 0 0 30 Locked QAM256 44 411000000 Hz 1.8 dBmV 40.6 dB 785477654 0 0 31 Locked QAM256 45 417000000 Hz 2.3 dBmV 40.6 dB 785479998 0 0 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 <tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power 1 Locked ATDMA 1 35600000 Hz 45.3 dBmV 2 Locked ATDMA 2 29200000 Hz 46.8 dBmV 3 Locked ATDMA 3 22800000 Hz 47.8 dBmV 4 Locked ATDMA 4 16400000 Hz 48.0 dBmV 5 Locked ATDMA 5 39600000 Hz 42.8 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</tabindex=-1>
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, 2, 3 37 722000000 Hz -5.1 dBmV 23.5 dB 1228 ~ 2867 222339853 66565576 154978545 2 Not Locked 0 0 0 Hz 0.9 dBmV 0.0 dB 0 ~ 4095 0 0 0 <tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
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 Ask them why channels 10 thru 15 are not locked in...
I recommend asking for a tech on site and have them check all lines and singals up to the modem. Have them look at these modem status entries as well.
