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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 of...
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

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

      • Royalh13's avatar
        Royalh13
        Star
        Feb 01, 2018

        Hi Darren,

         

        thanks for confirming!

         

        The question i'm looking to get answered though, is whether or not there could be a hardware issue with my CM1000, as the Comcast technician stated, because my upstream transmit power levels are higher than what they should be.

         

        As a reminder, my CM1000 and the Comcast/Xfinity Cable Box both come off of the same splitter and the Cable Box is transmitting at the correct power levels (correct according to Comcast) whereas my CM1000 is transmitting at higher power levels which Comcast's diagnostic tests (screen shots in OP) indicate as being outside specs.

         

        In response to your suggestion about removing the splitter; the CM1000 logs i posted above are comprised of events that happened when the CM1000 was on an outlet all by itself with NO splitter AND when it WAS connected via a splitter.

         

        All of the events that happened when the CM1000 was on an outlet all to its own, are the ones prior to the 1/30/2018 date - the bottom 26 events.

         

        All of the events that happened on 1/30/2018 & 1/31/2018 are when the CM1000 was sharing the outlet with the Cable Box, via a splitter.

         

        The Comcast techs did fix something at the outside junction box for the apartment building, the downstream amplifier I think, which may explain why the number of timeouts decreased substantially in the 1/30 - 1/31 event logs. 

         

        So I guess the very root question is this:

        Is there a hardware issue with my CM1000 since it's transmitting at higher levels that the Cable Box is transmitting at, given that both devices are wired into the same splitter, as the Comcast tech believes?

         

        I only have until tomorrow before the case is automatically closed, so if there's any chance it truly is a hardware problem, I'll need to call in (and wait on hold again) to request an exchange be sent to me.