NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Solved
CM1000 Xfinity issues
I am quite frustrated at this point. I had a CM600 modem to support Comcast's Extreme 150 service. I've had it for a few years and was consistently getting 160 to 170mbps speed from it. About thre...
Well it is finally fixed. The tech showed up today and I showed him the two frequencies that were having the problem. He checked outside, and then at the tap. He came into the house and said he needed to call a bucket truck in to fix it. I got a recorded call from Comcast that they were working to fix the issue. I got a second call an hour later that the issue was fixed. I ran a speed test and got a consistent 160mbps (yay!). I used the reset button on the modem and let it re-provision. All the signal/noise and power levels were good and there were no uncorrectable codewords. They didn't tell me what they fixed, but at long last, it is fixed.
Part of the problem is your firmware
| V3.01.02 |
3.01.04 is supposed to correct the issues with the ODFM channel dropping and fallback to DOCSIS 3.0 channels. Should be out by now. Uplug your modem from the power. Toggle your power button. Wait for 60 Seconds. Power it back up Check your verision.
BigQuark So here's the latest update. Comcast came out to my house yesterday and their engineer also called Netgear. They replaced the CM1000 with a Comcast modem and it worked. Before they came, I had gone in to look at the modem stats and the logs and I noticed the firmware had been updated to V3.01.04. I am not sure when that happened, but in the last week my problems actually got worse. Sometime in the early evening or in the middle of the night, my speed would actually drop from 70mbps (should be 150) to 1mbps. The only way I could get back to the 70mbps was sending a reset signal to the modem through the Xfinity App. I at first tried to unplug the modem and wating 60 seconds, but even that didn't work. Comcast showed up at 8AM yesterday and I was up at 6AM. I did a speed test before they got there and it was back down to 1mbps so I sent another reset signal to the modem through the Xfinity app and that restored the modem to the 70mbps. Once they put their modem on, I am now getting 175mbps which is what I was getting with the original CM300 before this all started. They have waived the monthly modem fee and will waive it again until firmware comes out that fixes the problem. V3.01.04 does not seem to be the version that fixes it. If there are logs I can get off the modem, let me know how and I will send them to you. I figure if I power it on and connect it to the ethernet port directly, I should be able to log in at 192.168.100.1. Thanks for keeping me up to date and let me know what you need. Many thanks
Warm regards,
Joe Noonan
Hi, Can you post your Basic modem signal page and also under the Avanced Tab can youpost the Event Log page? Thanks!
BigQuark Here is what I have for now. I would need to reconnect the modem and reprovision it and then put the comcast one back on and then reprovision that. First, here is confirmation of the version:
Firmware Version V3.01.04Here is the log. I will connect the modem later tonight when no one will be using the Internet.
Time Priority Description Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 2017-12-20, 09:37:38 Critical (3) Resetting the cable modem due to docsDevResetNow Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 2017-12-20, 01:01:48 Critical (3) Resetting the cable modem due to docsDevResetNow Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 2017-12-18, 08:02:22 Critical (3) Resetting the cable modem due to docsDevResetNow Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 2017-12-16, 21:20:12 Critical (3) Resetting the cable modem due to docsDevResetNow Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 2017-12-16, 00:36:45 Critical (3) Resetting the cable modem due to docsDevResetNow 2017-12-15, 12:34:12 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 08:06:20 Critical (3) Resetting the cable modem due to docsDevResetNow Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 07:38:29 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 07:34:45 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 07:33:21 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 07:32:44 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 07:32:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 07:32:34 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 06:31:18 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 06:31:12 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 06:30:17 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 06:30:15 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 06:30:10 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 06:30:09 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 06:27:34 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 06:27:30 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 05:28:12 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 05:22:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 2017-12-15, 05:22:20 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; I think I'm having the same issue! It's driving me bonkers. Here is what I posted on the Xfinity forums:
Hardware Info:
Hardware Version 2.02 Firmware Version V3.01.04 CM certificate Installed Here is the event log of the past 24 hours:
2017-12-23, 08:40:56
Warning (5)
REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Notice (6)
Honoring MDD; IP provisioning mode = IPv6
Time Not Established
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3)
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3)
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-22, 17:53:40
Critical (3)
Resetting the cable modem due to docsDevResetNow
2017-12-22, 17:49:50
Critical (3)
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-22, 14:14:06
Critical (3)
Resetting the cable modem due to docsDevResetNow
2017-12-22, 14:11:15
Critical (3)
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2017-12-22, 14:07:01
Critical (3)
REG RSP not received;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-22, 13:23:26
Critical (3)
REG RSP not received;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-22, 07:11:59
Critical (3)
REG RSP not received;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3)
No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Note: I removed the MAC addresses, but the CM-MAC and CMTS-MAC do not match.Latest Log after a factory reset on the modem:
2017-12-23, 09:01:46
Critical (3)
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=00:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2017-12-23, 09:00:19
Notice (6)
CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: E; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=00:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2017-12-23, 09:00:19
Warning (5)
Unicast DSID PSN startup error
2017-12-23, 08:59:49
Warning (5)
REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=00:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Notice (6)
Honoring MDD; IP provisioning mode = IPv6
Time Not Established
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3)
No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=00:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Here are my current connection stats:
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
Procedure Status Comment Acquire Downstream Channel 729000000 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
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked QAM256 21 729000000 Hz 6.2 dBmV 40.3 dB 48754675 0 0 2 Locked QAM256 1 609000000 Hz 8.1 dBmV 41.0 dB 47253420 0 0 3 Locked QAM256 2 615000000 Hz 7.7 dBmV 40.9 dB 47261941 0 0 4 Locked QAM256 3 621000000 Hz 7.9 dBmV 41.0 dB 47271046 0 0 5 Locked QAM256 4 627000000 Hz 7.4 dBmV 40.9 dB 47280141 0 0 6 Locked QAM256 5 633000000 Hz 7.4 dBmV 40.6 dB 47285916 0 0 7 Locked QAM256 6 639000000 Hz 7.2 dBmV 40.7 dB 47299161 0 0 8 Locked QAM256 7 645000000 Hz 7.1 dBmV 40.6 dB 47307951 0 0 9 Locked QAM256 8 651000000 Hz 6.9 dBmV 40.5 dB 47317712 0 0 10 Locked QAM256 9 657000000 Hz 6.9 dBmV 40.5 dB 47326996 0 0 11 Locked QAM256 10 663000000 Hz 6.9 dBmV 40.4 dB 47336669 0 0 12 Locked QAM256 11 669000000 Hz 7.0 dBmV 40.6 dB 47345598 0 0 13 Locked QAM256 12 675000000 Hz 7.1 dBmV 40.1 dB 47355716 0 0 14 Locked QAM256 13 681000000 Hz 6.9 dBmV 40.3 dB 47363949 0 0 15 Locked QAM256 14 687000000 Hz 7.2 dBmV 40.6 dB 47373438 0 0 16 Locked QAM256 15 693000000 Hz 6.9 dBmV 40.2 dB 47382707 0 0 17 Locked QAM256 16 699000000 Hz 6.8 dBmV 40.2 dB 47380079 0 0 18 Locked QAM256 17 705000000 Hz 6.7 dBmV 40.5 dB 47410399 0 0 19 Locked QAM256 18 711000000 Hz 6.4 dBmV 40.4 dB 47419980 0 0 20 Locked QAM256 19 717000000 Hz 6.2 dBmV 40.3 dB 47428801 0 0 21 Locked QAM256 20 723000000 Hz 5.9 dBmV 40.3 dB 47430581 0 0 22 Locked QAM256 22 735000000 Hz 5.5 dBmV 40.2 dB 47438250 0 0 23 Locked QAM256 23 741000000 Hz 5.9 dBmV 40.2 dB 47444370 0 0 24 Locked QAM256 24 747000000 Hz 5.3 dBmV 40.1 dB 47449904 0 0 25 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 26 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 27 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 28 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 29 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 30 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 31 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 <tabindex=-1>Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power 1 Locked ATDMA 1 35800000 Hz 49.5 dBmV 2 Locked ATDMA 2 29400000 Hz 50.0 dBmV 3 Locked ATDMA 3 23000000 Hz 50.0 dBmV 4 Not Locked Unknown 0 0 Hz 0.0 dBmV 5 Not Locked Unknown 0 0 Hz 0.0 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
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Not Locked Unknown 0 0 Hz 0 dBmV 0 dB 0 ~ 0 0 0 0 2 Not Locked Unknown 0 0 Hz 0 dBmV 0 dB 0 ~ 0 0 0 0 <tabindex=-1>Upstream OFDMA Channels
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: Sat Dec 23 09:17:13 2017