I have contacted Optimum multiple times to update our firmware which they refuse to do.

I have attached screenshots of logs and settings. Any help would be greatly appreciated. Netgear told me the following which has gone nowhere.

This is Trisha from NETGEAR Chat Support. I apologize our chat got disconnected. Please log back to the chat using the app or you can log back using our support site (www.support.netgear.com) so we can continue and refer to this case number 47431618.

With regards to your case, As I checked you are getting multiple T3 timeouts. T3 Timeout means the cable modem sent 16 ranging request messages without receiving a ranging response message in reply from the CMTS. The cable modem is therefore resetting its cable interface and restarting the registration process. This typically is caused by noise on the upstream when the cable modem’s power level is insufficient to transmit any messages. If the cable modem cannot raise its upstream transmit power level to a level that allows successful communication within the maximum time-out period, it resets its cable interface and restarts the registration process. This is an error in the power levels and causes the connection to drop.

With this, we usually suggest contacting Level 3 support or a higher level of support from your ISP and providing the screenshot of the Event Logs showing the T3 timeouts. Request from the higher level of support as well to update the firmware on the modem/router as it is pushed down to your the ISP.

Time	Priority	Description
Sat Jul 01 14:54:14 2023	Error (4)	Primary address failed, secondary active;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 14:54:14 2023	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	DHCP failed - RS sent, no RA received;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = APM
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;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=94:a6:7e:d8:68:1c;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 14:20:26 2023	Error (4)	Primary address failed, secondary active;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 14:20:26 2023	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	DHCP failed - RS sent, no RA received;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = APM
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;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=94:a6:7e:d8:68:1c;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 12:20:26 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 11:58:01 2023	Error (4)	Primary address failed, secondary active;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 11:58:01 2023	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 11:58:06 2023	Critical (3)	DHCP failed - RS sent, no RA received;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 11:57:50 2023	Notice (6)	Honoring MDD; IP provisioning mode = APM
Sat Jul 01 11:57:42 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 11:57:40 2023	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 11:57:30 2023	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 11:57:21 2023	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 11:57:18 2023	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 11:57:15 2023	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 11:57:07 2023	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 01 11:53:30 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 21:24:05 2023	Error (4)	Primary address failed, secondary active;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 21:24:05 2023	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 21:24:03 2023	Critical (3)	DHCP failed - RS sent, no RA received;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 21:23:47 2023	Notice (6)	Honoring MDD; IP provisioning mode = APM
Fri Jun 30 21:23:40 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 21:23:29 2023	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 21:23:28 2023	Notice (6)	CM-STATUS message sent. Event Type Code: 6; Chan ID: 65; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 21:23:27 2023	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 21:23:26 2023	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 21:23:18 2023	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 21:19:28 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 20:48:59 2023	Error (4)	Primary address failed, secondary active;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 20:48:59 2023	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 20:48:57 2023	Critical (3)	DHCP failed - RS sent, no RA received;CM-MAC=94:a6:7e:d8:68:1c;CMTS-MAC=00:01:5c:be:54:46;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 30 20:48:41 2023	Notice (6)	Honoring MDD; IP provisioning mode = APM

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CM1200 Dropping Multiple Times