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Royalh13's avatar
Royalh13
Star
Jan 28, 2018
Solved

Comcast/Xfinity Says Hardware problem with CM1000 - Offshore Netgear support says "No Problem"

Netgear Existing Case # 29644403 (via phone call)

 

Summary:
Comcast/Xfinity technician says there's an issue with my CM1000 because of high TX power levels (see screenshots). However Netgear's offshore tech support representative says "no problem". So who's right?

 

Background:
So I've been having intermittent connectivity problems for quite a while - 2/3 months at least - where my laptop would lose internet connectivity - Not a loss of WiFi connectivity between my laptop & my Netgear Orbi RBR/RBS50 router, but a loss of internet which only lasted 1 minute-ish. Modem logs didn't show any reboots in it and it can't reboot that quickly anyways.

 

I finally ended up calling & having Comcast send a tech out to my apt building to figure out what was going on - this was yesterday, Friday 1/26/18. The tech checks my connections inside the apartment and moves my modem to a different jack where the signal from the wall goes into a splitter with 1 end going to my Xfinity DVR and the other end in to my CM1000 (which my Orbi is then wired in to).

 

He goes outside and checks stuff and eventually comes in and tells me that he thinks the problem is with my modem, itself. He shows me the upstream TX power levels for my DVR and my CM1000 and says that the DVR is also a DOCSIS device and that it and my Modem should have signal levels that are very close to each other, since they're both wired into the same splitter and the same line.

 

He shows me the test results for both devices (attached here) which shows the DVR 'passing' the tests and the modem 'failing' the tests. He tells me that the CM1000 is transmitting at power levels 3.5 to 5.x points higher than the DVR which "could cause strange/intermittent connectivity issues" that I was experiencing.

 

I just got off the phone today (Saturday 1/27/18) after spending 2 hrs & 40 minutes talking with Netgear's Offshore support person & trying different things to see if my CM1000 has a hardware/software issue (after being forced to agree to pay $139 (iirc) for 1 year of phone support since I've had this modem for longer than 90 days) and at the end of it all, the support person says there's no problem with my modem regardless of what the Comcast technician says...

 

Basically, his "testing" came down to running PING for a long period of time and not seeing a significant number of lost packets - I say significant because there were drops, just a low number in comparison to non-drops. Also, he was just pinging my external IP address at first and then Level3's DNS server @ 4.2.2.2, if that makes a difference.

 

For the 2nd round of PINGs to 4.2.2.2 there were 7 dropped out of 2526 total packets. Roundtrip times (in Milli-Secs) Minimum = 19ms, Maximum = 260ms, Average = 26ms. I don't have the results from my external IP PINGs since my CMD box doesn't keep a cache that far back.

 

He also said that if I have any other recurrences of the intermittent cutouts and/or other issues that I was having, I could call back and reference my prior call (and his notes) and they will send me a replacement unit (since I'm still within the 12 manufacturer's warranty period) without me having to go through all the troubleshooting steps again.

 

I asked him why do I need to go through all the B.S. with waiting another 15-20 minutes on hold (again), telling the next person that I was still having problems - either truthfully or just lying about it, just to have a replacement sent when he could just send me the replacement now and save everyone the trouble... but I guess Netgear is inefficient like that, because that's the policy he tells me...

 

After arguing back and forth about the issue, he at least doesn't charge me the $139 for a year of phone support I don't need.

 

So, is the Comcast tech and his testing equipment wrong and there really is no problem with my CM1000, or is the offshore Netgear support person wrong/inaccurate just because hit ping tests didn't show many drops/errors?

 

NetGear CM1000 Firmware V3.01.04
NetGear Orbi Firmware V2.1.2.18

 

 

Also, here are some samples of the Modem's log:

TimePriorityDescription
2018-01-27, 16:16:23Warning (5)REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-27, 16:16:16Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

 

And in past modem logs, I used to see a lot of messages about the "power level being above the minimum value specified" or something like that... cleared the log and didn't save the messages unfortunately...

Troubleshooting
  • DarrenM's avatar
    DarrenM
    Feb 01, 2018

    It is a possibility of a hardware issue but  comparing it to the cable box may not be a great way to know or not since the cable box is less sensitive with the signal levels for it to work compared to a modem. But if you believe that the tech has done everything he can to fix the signal then you may want to work with Netgear support and get a RMA.

     

    DarrenM

6 Replies

  • DarrenM's avatar
    DarrenM
    Sr. NETGEAR Moderator
    Jan 31, 2018

    Hello Royalh13

     

    Good Downstream power levels are within -7 to +7 dBmV. Good Upstream power levels are within 38-48 dBmV. so it looks like your power levels are a little high. Do you see any T3/T4 timeouts ever show up in your logs?

     

    DarrenM

    • Royalh13's avatar
      Royalh13
      Star
      Jan 31, 2018

      Hi Darren,

       

      Yes, there are T3 errors, I don't see any T4, but I did clear the log a few times...

       

      Here are some log entries with the T3 errors for you:

       

      TimePriorityDescription
      2018-01-31, 13:46:42Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 13:46:42Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 13:46:41Notice (6)CM-STATUS message sent. Event Type Code: 22; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 13:46:41Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 13:46:41Notice (6)CM-STATUS message sent. Event Type Code: 1; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 13:46:41Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 13:46:40Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 13:46:40Notice (6)CM-STATUS message sent. Event Type Code: 22; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 13:46:40Notice (6)CM-STATUS message sent. Event Type Code: 1; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 13:46:39Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 13:46:39Notice (6)CM-STATUS message sent. Event Type Code: 20; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 13:46:39Warning (5)MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:19Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:18Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:18Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:17Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:17Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:17Notice (6)CM-STATUS message sent. Event Type Code: 22; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:16Notice (6)CM-STATUS message sent. Event Type Code: 1; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:16Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:16Notice (6)CM-STATUS message sent. Event Type Code: 22; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:15Notice (6)CM-STATUS message sent. Event Type Code: 1; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:15Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:15Notice (6)CM-STATUS message sent. Event Type Code: 20; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-31, 08:17:15Warning (5)MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-30, 20:29:54Warning (5)REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-30, 20:29:48Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
      Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
      2018-01-27, 08:35:35Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-27, 08:35:10Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-27, 08:35:04Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-27, 08:35:02Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-27, 08:22:20Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-27, 08:13:32Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-27, 08:13:30Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-26, 10:19:03Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
      2018-01-26, 10:18:58Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-24, 21:25:45Warning(5)REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      2018-01-24, 21:25:40Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
      Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
      Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
      2018-01-24, 21:24:12Critical (3)Resetting the cable modem due to docsDevResetNowTime Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
      2018-01-24, 20:10:19Critical (3)Resetting the cable modem due to docsDevResetNowTime Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1
      • DarrenM's avatar
        DarrenM
        Sr. NETGEAR Moderator
        Feb 01, 2018

        Yea from first glance it seems like there could be a signal issue do you have any type of cable splitter attached to the modem? If so try to remove it and see if the connection is any better. But this could be a issue outside of your home somewhere you would just have to contact the ISP and have them check the area out side your home and see if something is wrong.

         

        DarrenM