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bcassell's avatar
bcassell
Aspirant
Jan 26, 2017
Solved

CM1000 requiring rebooting several times a day (Comcast)

I recently purchased a Netgear CM1000 for use on Comcast and several times a day the internet just stops working despite all lights still showing green.  When this happens I can't even log into the web management app.  Turning the modem off and back on removes the problem, but this is really annoying to have to do multiple times a day!  Any advice is welcomed.  Here are some pertinent pieces of information:

 

Hardware Version2.02
 
Firmware VersionV2.01.14

 

Acquire Downstream Channel639000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeHonor MDDIPv6 only

 

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25617639000000 Hz-1.7 dBmV39.1 dB10
2LockedQAM2561543000000 Hz-1.3 dBmV40.1 dB00
3LockedQAM2562549000000 Hz-1.2 dBmV40.1 dB20
4LockedQAM2563555000000 Hz-1.3 dBmV40.0 dB10
5LockedQAM2564561000000 Hz-1.4 dBmV39.9 dB20
6LockedQAM2565567000000 Hz-1.3 dBmV40.0 dB00
7LockedQAM2566573000000 Hz-1.5 dBmV39.9 dB30
8LockedQAM2567579000000 Hz-1.4 dBmV39.7 dB20
9LockedQAM2568585000000 Hz-1.5 dBmV39.7 dB20
10LockedQAM2569591000000 Hz-1.5 dBmV39.7 dB40
11LockedQAM25610597000000 Hz-1.7 dBmV39.6 dB70
12LockedQAM25611603000000 Hz-2.0 dBmV39.3 dB30
13LockedQAM25612609000000 Hz-2.5 dBmV39.3 dB50
14LockedQAM25613615000000 Hz-2.0 dBmV39.3 dB60
15LockedQAM25614621000000 Hz-1.7 dBmV39.3 dB40
16LockedQAM25615627000000 Hz-1.7 dBmV39.2 dB20
17LockedQAM25616633000000 Hz-1.7 dBmV39.3 dB10
18LockedQAM25618645000000 Hz-1.8 dBmV39.3 dB20
19LockedQAM25619651000000 Hz-1.7 dBmV39.1 dB30
20LockedQAM25620657000000 Hz-1.7 dBmV39.2 dB30
21LockedQAM25621663000000 Hz-1.6 dBmV39.1 dB30
22LockedQAM25622669000000 Hz-1.6 dBmV39.1 dB10
23LockedQAM25623675000000 Hz-1.5 dBmV39.1 dB00
24LockedQAM25624681000000 Hz-1.5 dBmV39.0 dB00
...        

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA15120 Ksym/sec30100000 Hz45.5 dBmV
2LockedATDMA25120 Ksym/sec36500000 Hz45.5 dBmV
3LockedATDMA35120 Ksym/sec17300000 Hz43.5 dBmV
4LockedATDMA45120 Ksym/sec23700000 Hz45.5 dBmV
...      
 

 

TimePriorityDescription
2017-01-22, 21:03:53Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-22, 21:03:58Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-22, 21:04:05Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-22, 21:04:49Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-22, 21:04:49Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-22, 21:05:09Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-22, 21:05:10Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-22, 21:05:28Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-22, 21:05:29Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-22, 21:05:48Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 19:26:40Critical (3)No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 21:01:18Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 21:01:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 21:01:27Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 21:02:09Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 21:02:09Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 21:02:29Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 21:02:30Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 21:02:49Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 21:02:50Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 21:03:09Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 22:53:14Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 23:00:30Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 23:00:35Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 23:00:41Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 23:01:11Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 23:01:12Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 23:01:32Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 23:01:32Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 23:01:53Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 23:01:54Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
2017-01-24, 23:02:12Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:1d:45:70:69:60;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:fc:8d:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6

 

This event log comes shortly after I had to restart my modem for the second time in the last 2 hours!

  • Interesting, the overall problem was solved for me and several neighbors.  Cox replaced a mini-amplifier in the box at the street. However, I found the item that had the largest impact to overall network stability was unplugging our Ac1200's extenders. interestingly, we each had one on our individual networks and removing them resolved the overall issues.

66 Replies

  • I'm having the same issues (see my thread of Xfinity's forum). I'm running x.15 which I believe came with the router from the factory when I purchased it from Amazon.

     

    From the initialization of my new Xfinity account, I have been having issues where my speed slowly drops from 250Mbps down to less than 2Mbps, where it will remain until I cycle the router's power.

     

    I'm wondering if I should just downgrade to a DOCSIS 3.0 and return the CM1000.

    • As of last night, I still had not received the .15 firmware (Comcast Seattle) on the modem I was having overheating problems with. I received a replacement from Amazon that did come with .15 so based on that and the other comments it looks like Amazon’s inventory is all up on the latest firmware anyway. Fingers crossed that my issues are resolved but I’m pretty sure my grief was from a faulty modem that was overheating and not related to the firmware issue some are having.  

      • vkdelta's avatar
        vkdelta
        NETGEAR Employee Retired

        you will need to reboot the device to get the FW. Comcast has deployed the Fw in all the markets. Let me know if you dont get it.

         

        If you are already on .15 FW, monitor it and let us know. 

  • Same issue.  Have to reboot modem multiple times a day with same logs.  Had Comcast come out and check the lines.  Power levels are within acceptable ranges. Running V2.01.15.  Checked both directly wired to modem or via wifi.  Sometimes works great right after reset for a random amount of time but performance comes and goes pretty randomly. Just had to reboot again. Getting really frustrating.  Trying the cooling fan method to rule out overheating now.

     

    <tabindex=-1>Startup Procedure
    ProcedureStatusComment
    Acquire Downstream Channel561000000 HzLocked
    Connectivity StateOKOperational
    Boot StateOKOperational
    SecurityEnableBPI+
    IP Provisioning ModeHonor MDDIPv6 only

    <tabindex=-1>Downstream Bonded Channels
    ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
    1LockedQAM2569561000000 Hz4.9 dBmV41.8 dB00
    2LockedQAM2561513000000 Hz4.4 dBmV42.0 dB00
    3LockedQAM2562519000000 Hz4.2 dBmV41.7 dB00
    4LockedQAM2563525000000 Hz3.5 dBmV41.8 dB00
    5LockedQAM2564531000000 Hz3.7 dBmV41.7 dB00
    6LockedQAM2565537000000 Hz3.7 dBmV41.7 dB00
    7LockedQAM2566543000000 Hz4.2 dBmV41.8 dB00
    8LockedQAM2567549000000 Hz4.4 dBmV41.9 dB00
    9LockedQAM2568555000000 Hz4.6 dBmV41.7 dB20
    10LockedQAM25610567000000 Hz4.4 dBmV41.7 dB00
    11LockedQAM25611573000000 Hz4.3 dBmV41.6 dB00
    12LockedQAM25612579000000 Hz4.1 dBmV41.5 dB10
    13LockedQAM25613585000000 Hz4.5 dBmV41.5 dB20
    14LockedQAM25614591000000 Hz4.5 dBmV41.5 dB20
    15LockedQAM25615597000000 Hz4.9 dBmV41.6 dB10
    16LockedQAM25616603000000 Hz5.1 dBmV41.3 dB10
    17LockedQAM25617609000000 Hz5.2 dBmV41.5 dB00
    18LockedQAM25618615000000 Hz5.2 dBmV41.4 dB10
    19LockedQAM25619621000000 Hz5.0 dBmV41.2 dB20
    20LockedQAM25620627000000 Hz4.6 dBmV41.2 dB20
    21LockedQAM25621633000000 Hz4.6 dBmV41.2 dB10
    22LockedQAM25622639000000 Hz4.4 dBmV41.0 dB20
    23LockedQAM25623645000000 Hz4.8 dBmV40.9 dB00
    24LockedQAM25624651000000 Hz4.8 dBmV40.8 dB10
    25Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
    26Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
    27Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
    28Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
    29Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
    30Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
    31Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
    32Not LockedUnknown00 Hz0.0 dBmV0.0 dB00

    <tabindex=-1>Upstream Bonded Channels
    ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
    1LockedATDMA285120 Ksym/sec36700000 Hz46.0 dBmV
    2LockedATDMA255120 Ksym/sec17300000 Hz45.3 dBmV
    3LockedATDMA265120 Ksym/sec23700000 Hz45.5 dBmV
    4LockedATDMA275120 Ksym/sec30300000 Hz46.0 dBmV
    5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
    6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
    7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
    8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV

     

    2017-02-27, 15:38:23Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=(omitted);CMTS-MAC=(omitted);CM-QOS=1.1;CM-VER=3.1;
    2017-02-27, 15:42:56Warning (5)MDD message timeout;CM-MAC=(omitted);CMTS-MAC=(omitted);CM-QOS=1.1;CM-VER=3.1;
    • Gnat_HC's avatar
      Gnat_HC
      Initiate

      Update:  Overheating not the cause of the issue I am experiencing.  I ran a speed test immediately after a reboot, started using a fan, and tested a few times over the course of 15 minutes.  The first couple were fine, but the last one was down to ~2 Mbps download.  Not good.

      • vkdelta's avatar
        vkdelta
        NETGEAR Employee Retired

        Gnat_HC

        Please PM me. We need to get more details from your side. Thanks. 

         

  • I'm having the same problems with my modem. Have you guys found a solution?

    • thehinac's avatar
      thehinac
      Guide

      Just picked up an Arris SB8200 instead. I'm getting 360Mb/s. On TimeWarner's 300Mb plan. It's 3.1 Docsis modem. People. The answer is simple. Return the modem. Don't put of with the lies and crap netgear is feeding you. 

      This Arris SB8200, it's not connecting at 3.1, just 3.0. But it's working, know why? Because it says it's backwards compatible, and they meant it. They didn't lie like netgear. It states it's not compatible with TimeWarner yet at 3.1. But you know what? Not one reboot. Sold, rock steady though put. Straight line on speed tests. I run game servers so I demand the best. Have too. Can't have nonsence like you all are dealing with. It's just retarded. Don't put up with it. Take it back, send it back...

  • Trust me, if I was still able to return my cm1000 and x10 router, I would. Netgear support is complete crap. I've called at least 10 times today and I've either been hung up on or the line will keep ringing and no one will answer. Was also promised a call back and got nothing.

    I will NEVER buy another netgear product.
    • I just received my CM1000 today and so far I have had no issues.  I have comcast and I was trying to find a way to get a new WAN IP address and came across this thread.  I just wanted to share that my fw is 2.01.15.  I think most of you have the .14 version.  Perhaps there is hope.

       

       i still need to test mine, again I've only ran it for about 8 hours so far.

       

      My Hardware version: v2.02

       

      I did a quick search, and I can't find any fw for the CM1000, but now you know a newer version exists. 

       

       

       

    • luiscarlosciuda's avatar
      luiscarlosciuda
      Aspirant

      im having the same issue with comcast i actually thought it was a faulty mdm and exchanged it but has the same issue locks up about 20-25mpbs and after a pc goes back to 200mbps that last for about 48hrs is there a update on a fix if not im going to take mdm back and get a arris mdm they just released 3.1 mdms as well

  • I am having the same issue on Cox and can copy an almost identical log with the exception that I have fewer correctable and high uncorrectables on a certain channel (getting cox to investigate that). Modem has restarted and dropped internet. I have a CM1000, R9000 and R7000...almost everything is hardwired. Cox has been out nothing short of 7 times to review and no one has any definitive answers.

      • jimradzicki's avatar
        jimradzicki
        Aspirant

        Interesting, the overall problem was solved for me and several neighbors.  Cox replaced a mini-amplifier in the box at the street. However, I found the item that had the largest impact to overall network stability was unplugging our Ac1200's extenders. interestingly, we each had one on our individual networks and removing them resolved the overall issues.

  • I have Comcast and just noticed:

    Firmware Version 
    V3.01.02

     

    Anybody have details?

    It's been pretty rock solid for a few months now.