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ndpatacsil01's avatar
ndpatacsil01
Aspirant
Aug 08, 2018

Cm500 disconnection issues constantly

Hello just bought this to replace my Optimum/Cablevision modem.

However, getting lots of issues with it where internet connection will be okay then reset after 10 min over an over. 

It was registered okay with the ISP. I have had about 3 phone calls at great length.

Optimum says the line is fine. They see my modem registered on their end. It must be a modem problem.

So I am here today to see if it is the modem problem or not. How can I rule it out?

 

At times my upsteam is locked at one channel. Then at 4 channels.

I get T3 and T4 errors.

 

Cable Connection
 
 
 
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
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 651000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 12 651000000 Hz -0.7 dBmV 40.2 dB 4987 6593
2 Locked QAM256 1 567000000 Hz -0.7 dBmV 40.2 dB 5979 7663
3 Locked QAM256 2 573000000 Hz -0.7 dBmV 40.1 dB 6476 7647
4 Locked QAM256 3 579000000 Hz -1.2 dBmV 40.1 dB 5763 7171
5 Locked QAM256 4 585000000 Hz -0.9 dBmV 40.1 dB 5198 6693
6 Locked QAM256 6 615000000 Hz -0.6 dBmV 40.2 dB 5163 6547
7 Locked QAM256 7 621000000 Hz -0.6 dBmV 40.3 dB 4976 6208
8 Locked QAM256 8 627000000 Hz -0.4 dBmV 40.3 dB 5070 6277
9 Locked QAM256 21 705000000 Hz -0.7 dBmV 40.2 dB 4320 5548
10 Locked QAM256 23 717000000 Hz -1.2 dBmV 40.2 dB 4108 4961
11 Locked QAM256 11 645000000 Hz -0.6 dBmV 40.4 dB 3867 5441
12 Locked QAM256 24 723000000 Hz -1 dBmV 40.2 dB 4733 6426
13 Locked QAM256 17 681000000 Hz -0.7 dBmV 40.4 dB 4598 5637
14 Locked QAM256 22 711000000 Hz -1.4 dBmV 40.1 dB 3937 5729
15 Locked QAM256 19 693000000 Hz -1.1 dBmV 40.2 dB 4479 5969
16 Locked QAM256 20 699000000 Hz -0.9 dBmV 40.2 dB 4425 5712
 
Upstream Bonded Channels (Partial Service)
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 14000000 Hz 48.9 dBmV
2 Not Locked Unknown 2 0 Ksym/sec 22000000 Hz 0.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 28400000 Hz 48.7 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 35000000 Hz 47 dBmV
 
Current System Time:Wed Aug 08 18:07:57 2018
 
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5 Replies

  • vkdelta's avatar
    vkdelta
    NETGEAR Employee Retired
    Aug 08, 2018

    Pls post even logs.

     

    #1. Most likely one of of your US channels has noise and thats why you may be seeing 1 missing US channel.

    #2. Your DS channels have noise and thats why you are seeing uncorrectables.

     

    You may want to fix your cable. Do you have bad cable, connector or bad splitter at home? 

    • ndpatacsil01's avatar
      ndpatacsil01
      Aspirant
      Aug 08, 2018

      Thanks for the reply.

      I live in an apartment and the cable comes from outside wall into my living room.

      I tried to see where the splitter is located but I could not reach it. It is in between two buildings in a narrow alley.

      But pretty sure splitter is used. My landlord downstairs also has optimum. As far as I know they have no issue.

       

      Please see logs:

       

      Event Log
                     
       
       
       
       
      Time Priority Description
      2018-8-8, 15:50:46 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 15:53:45 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 15:54:17 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 15:56:48 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      1970-1-1, 00:00:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
      1970-1-1, 00:00:27 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.0;CM-VER=3.0;
      1970-1-1, 00:00:38 Notice (6) Honoring MDD; IP provisioning mode = IPv4
      1970-1-1, 00:00:40 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.0;CM-VER=3.0;
      2018-8-8, 15:58:33 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 15:58:33 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 15:58:49 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 15:59:25 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 15:59:37 Notice (6) Honoring MDD; IP provisioning mode = IPv4
      2018-8-8, 15:59:41 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 15:59:41 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 15:59:41 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 16:36:14 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 16:36:27 Notice (6) Honoring MDD; IP provisioning mode = IPv4
      2018-8-8, 16:36:30 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 16:36:30 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 16:36:30 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 16:39:02 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 16:39:28 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 16:40:01 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 16:40:29 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 16:41:02 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 17:48:22 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 17:48:41 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 17:48:42 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 17:49:14 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 17:49:25 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 18:02:58 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 18:03:31 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 18:05:07 Notice (6) Honoring MDD; IP provisioning mode = IPv4
      2018-8-8, 18:05:11 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 18:05:11 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 18:05:11 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 18:06:00 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 18:07:21 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
      2018-8-8, 18:07:54 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:d2:94:89:e2:88;CMTS-MAC=2c:0b:e9:14:21:cf;CM-QOS=1.1;CM-VER=3.0;
       
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      • vkdelta's avatar
        vkdelta
        NETGEAR Employee Retired
        Aug 08, 2018

        If you see your log, there are lot of T3 and T4 timeouts. they will cause intermittent disconnects. 

         

        Have you looked at the connectors at your house? are they are in good condition and not loose, etc?

  • vadim125's avatar
    vadim125
    Aspirant
    Aug 08, 2018

    Hi,

    Looks like i am having similar issue.  I change cable modem from optimum provided one just over a month ago.  Optimum modem had no issues for years but cm500 so far lost connection twice, about 2 weeks apart.  T4, T3 and timing synchronization issue from the log.  cables look like in good condition.  there is only one split at the house entry and few meters runs.  firmware is 1.01.04.  i know 1.01.05 is recomended.  i dont know if this is related.  Considering that this is not happening often i dont think this is cable related.  Very annoying.

    Below log from today:

    Time

    Priority

    Description

    2018-8-8, 16:21:14

    Critical (3)

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:bd:23:80;CMTS-MAC=00:01:5c:95:b6:77;CM-QOS=1.1;CM-VER=3.0;

    2018-8-8, 16:21:43

    Critical (3)

    No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:bd:23:80;CMTS-MAC=00:01:5c:95:b6:77;CM-QOS=1.0;CM-VER=3.0;

    1970-1-1, 00:00:20

    Critical (3)

    SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:bd:23:80;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

    1970-1-1, 00:00:26

    Critical (3)

    No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:bd:23:80;CMTS-MAC=00:01:5c:95:b6:77;CM-QOS=1.0;CM-VER=3.0;

    1970-1-1, 00:00:32

    Notice (6)

    Honoring MDD; IP provisioning mode = IPv4

    1970-1-1, 00:00:34

    Warning (5)

    DHCP WARNING - Non-critical field invalid in response ;CM-MAC=a0:04:60:bd:23:80;CMTS-MAC=00:01:5c:95:b6:77;CM-QOS=1.0;CM-VER=3.0;

    2018-8-8, 17:56:59

    Error (4)

    Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=a0:04:60:bd:23:80;CMTS-MAC=00:01:5c:95:b6:77;CM-QOS=1.1;CM-VER=3.0;

    2018-8-8, 17:56:59

    Error (4)

    Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=a0:04:60:bd:23:80;CMTS-MAC=00:01:5c:95:b6:77;CM-QOS=1.1;CM-VER=3.0;