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mark1210's avatar
mark1210
Tutor
Jun 17, 2020

Spectrum - Partial Service Dispalyed in GUI along with OFDMA Upload Enabled

 

vkdelta  and Others....

 

I'm getting conflicting information from Spectrum and wanted to make sense of all this if I could with regards to my CM1200 modem:

 

1)  That the "Partial Service" message displayed in the GUI of the CM1200 is a radio failure in the modem and to contact Netgear - is that correct?   It's a brand new modem, I know new things can break but it seems suspect to me.

 

2)  That when asked about the OFDMA Upload being enabled, they are telling me that hasn't been deployed yet I see it on the GUI.   Is it related to issue #1 by chance?     In addition, in the Event Log there's errors like this:   16 consecutive T3 timeouts while trying to range on upstream channel 8;

 

Thanks

 

5 Replies

  • FURRYe38's avatar
    FURRYe38
    Guru - Experienced User
    Jun 17, 2020

    You might try a CM1000 or CM1100 to see if the same thing happens if you don't get any responce from NG moderators. 

    Have the ISP check the signal and line quality UP to the modem. 
    Be sure there are no coax cable line splitters in the between the modem and ISP service box. 
    Be sure your using good quality RG6 coax cable up to the modem. 

     

  • mark1210's avatar
    mark1210
    Tutor
    Jun 18, 2020

    vkdelta Christian_R 

     

    Netgear:

     

    There appears to be an issue with the CM1200 on Spectrum's Gig service at least in my area.   I'm on firmware 1.02.01 and have replicated this same issue on 2 CM1200 modems, it does not exist on the SB8200 or their own ISP modem.

     

    Issue:   In my area, Spectrum has enabled OFDMA on the upload but only 2 of the 4 channels will bond.  Before OFDMA deployment all was well.  Mulitple T3 errors are found in the event log.   In addition, the GUI reflects "Partial Service" and the upstream LED on the modem is blinking.   Downstream is solid green.   Multiple factory resets and reboots have occured.

     

    I've had a few in home techs come out including a plant tech who has showed me their test meter that shows all power levels are in range and has even opened the pedestal and showed me there's no splitters on my line.   My line runs from a 4 port tap at the ped to a ground block on the side of the home and then directly to the modem.   As part of eliminiating the home run wiring, I was permitted to install my modem right there at the tap and use an extension cord to power it.   Same issue persits...the modem will not lock on all 4 upstream channels.    I've worked with the customer care folks who have assured me the modem is provisioned correctly on their end (it shows GENCUSTMDM in the Spectrum Portal) and there's nothing more they can do on their end.

     

    However, if I move back to their modem or use a 3rd party SB8200 - everything works fine and I get great speeds with all channels locked.

     

    I'm assuming there's either a firmware defect as OFDMA deployment isn't all that common now or there's a provisioning issue.   Regardless of which, I've exhausted all customer facing channels and hope there's either a known issue or you have an account manager or some other means to confirm I'm provisioned correctly.   There was a case opened with Netgear that didn't net any results other than to return the device and try another which had the same result.   The Netgear case #:  42923448

     

    Thanks

     

     

      • mark1210's avatar
        mark1210
        Tutor
        Jun 19, 2020

        As a final update, I was notified today that a second case (42933871) was opened with Netgear Support who advised I check cables, filters and factory reset the modem.    All the stuff that has been performed numerous times and was documented in the first case which apparently they didn't look at.    I'm not sure why that suggestion was even offered as the same thing occured with a second brand new CM1200 but did not occur with a Motorola SB8200 or the ISP's own modem.  

         

        The CM1200 is a pretty neat modem but unfortunately it doesn't seem to work well with Spectrum or with the OFDMA, is minimally supported by them (even though it's fully approved now) and the Netgear support number hasn't really provided any options other than to contact the ISP or the bare basic troubleshooting I mentioned above.   

         

        I'll have to return this device as my 14 days to do so is about to end to do so.  

         

        Mods, please close this topic as not a lot of help occured on the forums either and I'll be going back to another modem type.