CM1000 Xfinity issues

jgnoonan · ‎2017-12-03

I am quite frustrated at this point. I had a CM600 modem to support Comcast's Extreme 150 service. I've had it for a few years and was consistently getting 160 to 170mbps speed from it. About three weeks ago, I noticed a drop off and did a speed test and could not get more than 50mbps. Comcast reset the modem (I did the same thing). No change. They sent a tech out to the house and he swapped out my modem for one of theirs and lo and behold, 170mbps. He said I needed a new modem. I was a little suspicious of this, but wanting to eventually get gigabit service when it becomes available, I bought a CM1000. It provisioned fine, but I am seeing the same behavior. At the start of the speed test it spikes to over 100 but eventually averages out to 70 or 80. They came out again and re-trenched a new thicker line between the street and the house. Still the same behavior. The tech came out again today and installed a dedicated line directly from the outside box to the modem. Still the same behavior. The logs from the Modem are consistently showing:

Time

Priority

Description

2017-12-03, 10:41:31

Notice (6)

CM-STATUS message sent. Event Type Code: 4; Chan ID: 21 22 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;

2017-12-03, 10:41:17

Warning (5)

MDD message timeout;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;

The Cable Connection page displays the following. Any thoughts on this issue?

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

<tabindex=-1>Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	555000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enable	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only

<tabindex=-1>Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR / MER	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	QAM256	20	555000000 Hz	2.8 dBmV	36.8 dB	158493311	546	0
2	Locked	QAM256	1	423000000 Hz	5.4 dBmV	38.7 dB	157105990	36	0
3	Locked	QAM256	2	429000000 Hz	5.6 dBmV	38.9 dB	157114932	13	0
4	Locked	QAM256	3	435000000 Hz	5.6 dBmV	39.0 dB	157125743	17	0
5	Locked	QAM256	4	441000000 Hz	5.1 dBmV	38.7 dB	157134245	29	0
6	Locked	QAM256	5	453000000 Hz	4.2 dBmV	38.5 dB	157143868	60	0
7	Locked	QAM256	6	459000000 Hz	3.8 dBmV	38.3 dB	157153008	71	0
8	Locked	QAM256	7	465000000 Hz	3.5 dBmV	38.3 dB	157162210	62	0
9	Locked	QAM256	8	471000000 Hz	3.2 dBmV	38.2 dB	157171891	72	0
10	Locked	QAM256	9	477000000 Hz	2.7 dBmV	38.0 dB	157181040	59	0
11	Locked	QAM256	10	483000000 Hz	2.2 dBmV	37.5 dB	157190267	74	0
12	Locked	QAM256	11	489000000 Hz	2.0 dBmV	37.4 dB	157199468	75	0
13	Locked	QAM256	12	495000000 Hz	1.9 dBmV	37.4 dB	157208618	80	0
14	Locked	QAM256	13	507000000 Hz	1.7 dBmV	37.3 dB	157218872	61	0
15	Locked	QAM256	14	513000000 Hz	1.6 dBmV	37.3 dB	157227558	70	0
16	Locked	QAM256	15	519000000 Hz	1.4 dBmV	37.3 dB	157237136	95	0
17	Locked	QAM256	16	525000000 Hz	1.1 dBmV	37.1 dB	157246947	121	0
18	Locked	QAM256	17	531000000 Hz	1.3 dBmV	37.4 dB	157255633	105	0
19	Locked	QAM256	18	537000000 Hz	1.3 dBmV	37.1 dB	157264694	132	0
20	Locked	QAM256	19	543000000 Hz	1.6 dBmV	37.1 dB	157275272	112	0
21	Locked	QAM256	21	561000000 Hz	2.9 dBmV	32.3 dB	147085863	2537135	7646772
22	Locked	QAM256	22	567000000 Hz	3.6 dBmV	27.2 dB	135579752	4471561	17201032
23	Locked	QAM256	23	573000000 Hz	3.7 dBmV	35.5 dB	152906954	3458380	927827
24	Locked	QAM256	24	579000000 Hz	3.1 dBmV	34.7 dB	157299415	177	0
25	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
26	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
27	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
28	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
29	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
30	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
31	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0

<tabindex=-1>Upstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power
1	Locked	ATDMA	1	35600000 Hz	35.8 dBmV
2	Locked	ATDMA	2	29200000 Hz	35.8 dBmV
3	Locked	ATDMA	3	22800000 Hz	34.0 dBmV
4	Not Locked	Unknown	0	0 Hz	0.0 dBmV
5	Not Locked	Unknown	0	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Hz	0.0 dBmV

<tabindex=-1>Downstream OFDM Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0, 1	25	372000000 Hz	7.6 dBmV	38.3 dB	1108 ~ 2987	4381967	35743	0
2	Not Locked	0	0	0 Hz	7.2 dBmV	0.0 dB	0 ~ 4095	0	0	0

<tabindex=-1>Upstream OFDMA Channels

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

1

Not Locked

Unknown

0

0 Hz

0 dBmV

2

Not Locked

Unknown

0

0 Hz

0 dBmV

Any help or guidance I can give Xfinity would be greatly appreciated. I really want to own my own equipment and not pay $10 a month for their stuff.

Warm regards,

Joe

jgnoonan · ‎2018-03-12

Well it is finally fixed. The tech showed up today and I showed him the two frequencies that were having the problem. He checked outside, and then at the tap. He came into the house and said he needed to call a bucket truck in to fix it. I got a recorded call from Comcast that they were working to fix the issue. I got a second call an hour later that the issue was fixed. I ran a speed test and got a consistent 160mbps (yay!). I used the reset button on the modem and let it re-provision. All the signal/noise and power levels were good and there were no uncorrectable codewords. They didn't tell me what they fixed, but at long last, it is fixed.

View solution in original post

jgnoonan · ‎2017-12-03

Forgot to add the modem information:

Hardware Version	2.02

Firmware Version	V3.01.02

Cable Modem Serial Number	4L0477W102A3E

CM certificate	Installed

CM MAC	b0:39:56:4b:b8:68

DarrenM · ‎2017-12-15

Are you doing the speed tests directly from the modem or do you have a router in between?

DarrenM

jgnoonan · ‎2017-12-15

Yes DarrenM. It was the first thing I did. The same issue was happening on my CM300 and they said it was the modem so I bought the CM1000 brand new from BestBuy. Comcast even trenched a new thicker cable from the street junction to the box in the house, and replaced the split line that the modem was connected to to a direct line from the modem to the box. I had an open cased with them through @comcastcares on Twitter and I pinged them today demanding to be connected to L3 support. He said he saw noise in the signal and wanted to send a tech. I told him that's what you said the last time and they came out and replaced the cable. I've been in the software and hardware business for 40 years and I can tell when someone is minimally trained and just taking shots in the dark. Let me know if you need any other information.

jgnoonan · ‎2017-12-15

Yes @DarrenM. It was the first thing I did. The same issue was happening on my CM300 and they said it was the modem so I bought the CM1000 brand new from BestBuy. Comcast even trenched a new thicker cable from the street junction to the box in the house, and replaced the split line that the modem was connected to to a direct line from the modem to the box. I had an open cased with them through @comcastcares on Twitter and I pinged them today demanding to be connected to L3 support. He said he saw noise in the signal and wanted to send a tech. I told him that's what you said the last time and they came out and replaced the cable. I've been in the software and hardware business for 40 years and I can tell when someone is minimally trained and just taking shots in the dark. Let me know if you need any other information.

BigQuark · ‎2017-12-21

Part of the problem is your firmware

V3.01.02

3.01.04 is supposed to correct the issues with the ODFM channel dropping and fallback to DOCSIS 3.0 channels. Should be out by now. Uplug your modem from the power. Toggle your power button. Wait for 60 Seconds. Power it back up Check your verision.

jgnoonan · ‎2017-12-21

@BigQuark So here's the latest update. Comcast came out to my house yesterday and their engineer also called Netgear. They replaced the CM1000 with a Comcast modem and it worked. Before they came, I had gone in to look at the modem stats and the logs and I noticed the firmware had been updated to V3.01.04. I am not sure when that happened, but in the last week my problems actually got worse. Sometime in the early evening or in the middle of the night, my speed would actually drop from 70mbps (should be 150) to 1mbps. The only way I could get back to the 70mbps was sending a reset signal to the modem through the Xfinity App. I at first tried to unplug the modem and wating 60 seconds, but even that didn't work. Comcast showed up at 8AM yesterday and I was up at 6AM. I did a speed test before they got there and it was back down to 1mbps so I sent another reset signal to the modem through the Xfinity app and that restored the modem to the 70mbps. Once they put their modem on, I am now getting 175mbps which is what I was getting with the original CM300 before this all started. They have waived the monthly modem fee and will waive it again until firmware comes out that fixes the problem. V3.01.04 does not seem to be the version that fixes it. If there are logs I can get off the modem, let me know how and I will send them to you. I figure if I power it on and connect it to the ethernet port directly, I should be able to log in at 192.168.100.1. Thanks for keeping me up to date and let me know what you need. Many thanks

Warm regards,

Joe Noonan

BigQuark · ‎2017-12-22

Hi, Can you post your Basic modem signal page and also under the Avanced Tab can youpost the Event Log page? Thanks!

jgnoonan · ‎2017-12-22

@BigQuark Here is what I have for now. I would need to reconnect the modem and reprovision it and then put the comcast one back on and then reprovision that. First, here is confirmation of the version:

Firmware Version

V3.01.04

Here is the log. I will connect the modem later tonight when no one will be using the Internet.

Time	Priority	Description
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;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=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-20, 09:37:38	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;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=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;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=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-20, 01:01:48	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;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=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-18, 08:02:22	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;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=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-16, 21:20:12	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;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=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-16, 00:36:45	Critical (3)	Resetting the cable modem due to docsDevResetNow
2017-12-15, 12:34:12	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;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=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 08:06:20	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 07:38:29	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 07:34:45	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 07:33:21	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 07:32:44	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 07:32:38	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 07:32:34	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 06:31:18	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 06:31:12	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 06:30:17	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 06:30:15	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 06:30:10	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 06:30:09	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 06:27:34	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 06:27:30	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 05:28:12	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:01:5c:a7:12:4e;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 05:22:21	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-15, 05:22:20	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:39:56:4b:b8:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

JonMJones10 · ‎2017-12-23

I think I'm having the same issue! It's driving me bonkers. Here is what I posted on the Xfinity forums:

Hardware Info:

Hardware Version	2.02

Firmware Version	V3.01.04



CM certificate	Installed

Here is the event log of the past 24 hours:

2017-12-23, 08:40:56	Warning (5)	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-22, 17:53:40	Critical (3)	Resetting the cable modem due to docsDevResetNow
2017-12-22, 17:49:50	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-22, 14:14:06	Critical (3)	Resetting the cable modem due to docsDevResetNow
2017-12-22, 14:11:15	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2017-12-22, 14:07:01	Critical (3)	REG RSP not received;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-22, 13:23:26	Critical (3)	REG RSP not received;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2017-12-22, 07:11:59	Critical (3)	REG RSP not received;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:10;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Note: I removed the MAC addresses, but the CM-MAC and CMTS-MAC do not match.

Latest Log after a factory reset on the modem:

2017-12-23, 09:01:46	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=00:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2017-12-23, 09:00:19	Notice (6)	CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: E; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=00:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2017-12-23, 09:00:19	Warning (5)	Unicast DSID PSN startup error
2017-12-23, 08:59:49	Warning (5)	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=00:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=00:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Here are my current connection stats:

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

<tabindex=-1>Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	729000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enable	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only

<tabindex=-1>Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR / MER	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	QAM256	21	729000000 Hz	6.2 dBmV	40.3 dB	48754675	0	0
2	Locked	QAM256	1	609000000 Hz	8.1 dBmV	41.0 dB	47253420	0	0
3	Locked	QAM256	2	615000000 Hz	7.7 dBmV	40.9 dB	47261941	0	0
4	Locked	QAM256	3	621000000 Hz	7.9 dBmV	41.0 dB	47271046	0	0
5	Locked	QAM256	4	627000000 Hz	7.4 dBmV	40.9 dB	47280141	0	0
6	Locked	QAM256	5	633000000 Hz	7.4 dBmV	40.6 dB	47285916	0	0
7	Locked	QAM256	6	639000000 Hz	7.2 dBmV	40.7 dB	47299161	0	0
8	Locked	QAM256	7	645000000 Hz	7.1 dBmV	40.6 dB	47307951	0	0
9	Locked	QAM256	8	651000000 Hz	6.9 dBmV	40.5 dB	47317712	0	0
10	Locked	QAM256	9	657000000 Hz	6.9 dBmV	40.5 dB	47326996	0	0
11	Locked	QAM256	10	663000000 Hz	6.9 dBmV	40.4 dB	47336669	0	0
12	Locked	QAM256	11	669000000 Hz	7.0 dBmV	40.6 dB	47345598	0	0
13	Locked	QAM256	12	675000000 Hz	7.1 dBmV	40.1 dB	47355716	0	0
14	Locked	QAM256	13	681000000 Hz	6.9 dBmV	40.3 dB	47363949	0	0
15	Locked	QAM256	14	687000000 Hz	7.2 dBmV	40.6 dB	47373438	0	0
16	Locked	QAM256	15	693000000 Hz	6.9 dBmV	40.2 dB	47382707	0	0
17	Locked	QAM256	16	699000000 Hz	6.8 dBmV	40.2 dB	47380079	0	0
18	Locked	QAM256	17	705000000 Hz	6.7 dBmV	40.5 dB	47410399	0	0
19	Locked	QAM256	18	711000000 Hz	6.4 dBmV	40.4 dB	47419980	0	0
20	Locked	QAM256	19	717000000 Hz	6.2 dBmV	40.3 dB	47428801	0	0
21	Locked	QAM256	20	723000000 Hz	5.9 dBmV	40.3 dB	47430581	0	0
22	Locked	QAM256	22	735000000 Hz	5.5 dBmV	40.2 dB	47438250	0	0
23	Locked	QAM256	23	741000000 Hz	5.9 dBmV	40.2 dB	47444370	0	0
24	Locked	QAM256	24	747000000 Hz	5.3 dBmV	40.1 dB	47449904	0	0
25	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
26	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
27	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
28	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
29	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
30	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
31	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0

<tabindex=-1>Upstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power
1	Locked	ATDMA	1	35800000 Hz	49.5 dBmV
2	Locked	ATDMA	2	29400000 Hz	50.0 dBmV
3	Locked	ATDMA	3	23000000 Hz	50.0 dBmV
4	Not Locked	Unknown	0	0 Hz	0.0 dBmV
5	Not Locked	Unknown	0	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Hz	0.0 dBmV

<tabindex=-1>Downstream OFDM Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Not Locked	Unknown	0	0 Hz	0 dBmV	0 dB	0 ~ 0	0	0	0
2	Not Locked	Unknown	0	0 Hz	0 dBmV	0 dB	0 ~ 0	0	0	0

<tabindex=-1>Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	Unknown	0	0 Hz	0 dBmV
2	Not Locked	Unknown	0	0 Hz	0 dBmV

Current System Time: Sat Dec 23 09:17:13 2017

jgnoonan · ‎2017-12-23

@BigQuark OK. I finally got the modem reactivated which took more time that I thought. First, here is the link to the speed test I did. I have 150mbps service and with the Xfinity gateway I was getting a very solid 175mbps. With the CM1000, I'm getting about 80mbps.

http://speedtest.xfinity.com/results/JBJNMFPLV2Q17ZE

I am going to keep the CM1000 connected until we can resolve the issue. Here is the data you requested;

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

<tabindex=-1>Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	441000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enable	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only

<tabindex=-1>Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR / MER	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	QAM256	4	441000000 Hz	3.1 dBmV	38.0 dB	32255290	8	0
2	Locked	QAM256	1	423000000 Hz	3.7 dBmV	38.4 dB	30759191	16	0
3	Locked	QAM256	2	429000000 Hz	3.8 dBmV	38.6 dB	30769845	9	0
4	Locked	QAM256	3	435000000 Hz	3.6 dBmV	38.4 dB	30778760	10	0
5	Locked	QAM256	5	453000000 Hz	2.3 dBmV	37.5 dB	30788847	25	0
6	Locked	QAM256	6	459000000 Hz	1.9 dBmV	37.1 dB	30797731	29	0
7	Locked	QAM256	7	465000000 Hz	1.7 dBmV	36.6 dB	30807102	16	0
8	Locked	QAM256	8	471000000 Hz	1.3 dBmV	36.1 dB	30816615	27	0
9	Locked	QAM256	9	477000000 Hz	1.1 dBmV	35.8 dB	30825593	29	0
10	Locked	QAM256	10	483000000 Hz	0.7 dBmV	35.6 dB	30834441	41	0
11	Locked	QAM256	11	489000000 Hz	0.6 dBmV	35.9 dB	30844020	28	0
12	Locked	QAM256	12	495000000 Hz	0.8 dBmV	36.2 dB	30853354	19	0
13	Locked	QAM256	13	507000000 Hz	0.9 dBmV	35.8 dB	30861997	23	0
14	Locked	QAM256	14	513000000 Hz	0.8 dBmV	35.5 dB	30871525	25	0
15	Locked	QAM256	15	519000000 Hz	0.7 dBmV	35.8 dB	30881585	39	0
16	Locked	QAM256	16	525000000 Hz	0.3 dBmV	36.6 dB	30890260	36	0
17	Locked	QAM256	17	531000000 Hz	0.5 dBmV	37.1 dB	30909030	38	0
18	Locked	QAM256	18	537000000 Hz	0.2 dBmV	37.3 dB	30918286	36	0
19	Locked	QAM256	19	543000000 Hz	0.4 dBmV	37.1 dB	30927263	32	0
20	Locked	QAM256	20	555000000 Hz	1.0 dBmV	37.2 dB	30936543	46	0
21	Locked	QAM256	21	561000000 Hz	0.9 dBmV	36.9 dB	30765945	172563	7225
22	Locked	QAM256	22	567000000 Hz	1.9 dBmV	34.9 dB	27083751	1244789	2622102
23	Locked	QAM256	23	573000000 Hz	1.2 dBmV	35.9 dB	29799618	731184	428058
24	Locked	QAM256	24	579000000 Hz	0.3 dBmV	36.6 dB	30964961	44	0
25	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
26	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
27	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
28	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
29	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
30	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
31	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0

<tabindex=-1>Upstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power
1	Locked	ATDMA	1	35600000 Hz	35.5 dBmV
2	Locked	ATDMA	2	29200000 Hz	35.8 dBmV
3	Locked	ATDMA	3	22800000 Hz	33.3 dBmV
4	Not Locked	Unknown	0	0 Hz	0.0 dBmV
5	Not Locked	Unknown	0	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Hz	0.0 dBmV

<tabindex=-1>Downstream OFDM Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0, 1	25	372000000 Hz	5.2 dBmV	37.8 dB	1108 ~ 2987	898284	9608	0
2	Not Locked	0	0	0 Hz	7.5 dBmV	0.0 dB	0 ~ 4095	0	0	0

<tabindex=-1>Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	Unknown	0	0 Hz	0 dBmV
2	Not Locked	Unknown	0	0 Hz	0 dBmV

Current System Time: Sat Dec 23 13:12:17 2017

I attached a pdf with the rest.

Warm regards,

Joe Noonan

jgnoonan · ‎2017-12-28

@DarrenM My Internet speed dropped to 2mbps overnight. In the attached file are the frequencies and the logs BEFORE I sent a reset signal to the model from Xfinity and AFTER. Let me know if you have any questions.

jgnoonan · ‎2017-12-29

@DarrenM @BigQuark The same issue this morning as the previous post. My download speed was 1.5mbps. This time I unplugged the modem and waited 60 seconds and plugged it back in and it cleared the issue.

jgnoonan · ‎2018-01-05

@DarrenM @BigQuark any update on this issue?

irakhlin · ‎2018-01-09

I don't want to hijack your thread but I just want to add that I am having very similar problems. My internet was having identical issues to yours however on Friday my internet stopped working all together. Since then Comcast has replaced all the lines to my house and inside yet the CM1000 still goes not get any internet. What is weirder is that I am getting an external Comcast IP address assignment but Comcast says they cannot see my modem respond. Additionally connecting their rented equipment and provisioning it to the account works without issue, provisioning the CM1000 back to the account results in no service at all. I am really looking forward to seeing a response on this because I am also out of ideas.

martyr444 · ‎2018-01-11

I too am havng similar issues with my CM1000. Comcast has tried some of the same changes with my cables but nothing is fixing it. My CM1000 averages 35,000 errors daily both Correctable Codewords and Uncorrectable Codewords. I get error logs and drops daily and my firmware version is v3.01.04. It was doing the same with the previous version but maybe worse now. They just don't seem to know how to fix these issues in our area. Issues with Xfinity just went down hill ever since switching to Docsis 3.1. I have tried a different CM1000 with the same results.

jgnoonan · ‎2018-01-11

@martyr444do you think this is an issue with Xfinity or with the Netgear. When their modem was put on, I was getting 175mbps. I am wondering if I should just bring the Netgear back and go with a different vendor. I really don't want to rent a modem from Xfinity.

martyr444 · ‎2018-01-11

In my case I feel Xfinity is having issues with Docsis 3 in general as thats when our issues started up. We have tried all the brands on the Xfinity list including a loaner from them. I think the CM1000 got worse with the latest firm ware update.

irakhlin · ‎2018-01-11

I think this is an issue with xfinity and docsis 3.1 modems. I have tested two netgear cm1000 modems and an arris sb8200.. both of these are the top of the line docsis 3.1 modems and all 3 had identical issues at my house. The second I went out and got an arris sb6190 (one of the fastest docsis 3.0 modems) everything worked perfectly. It also worked perfectly with the rental modem which was also docsis 3.0. I think its fair to say this issue is isolated to docsis 3.1 modems.. atleast on my network.

jgnoonan · ‎2018-01-12

@irakhlinit makes sense. Xfinity is rolling out gigabit Internet service in our area to compete with EPB. Hopefully Xfinity and Netgear will sort this out soon. I am paying for service I can't use at the speed I am paying for.

jgnoonan · ‎2018-01-12

@DarrenMDoes Netgear have any update on this issue?

DarrenM · ‎2018-01-18

this speed issue is not caused by CM1000 but rather its a issue on Comcast side and it is related to the Arris CMTS that needs to be updated with patches to fix the problem. We need to know how many users this is affecting so we can take this data to Comcast push them to make the fix. So more people posting they are having the issue the better for me to pass to our team to pressure comcast.

Thanks

DarrenM

BigQuark · ‎2018-01-18

Count me in on your report. I have the CM1000, Comcast, Gigabit Tier Service. I believe I am on a Cisco CMTS however.

BigQuark · ‎2018-01-18

My log now has bursts of errors. It may be a 1 or 2 or 3 hour time frame that peppers my Cm1000 error logs, then it clears up. After calling Comcast several times I am convinced the customer service reps are starting to hear more and more of CM1000 issues when using D3.1 Mine modem was just fine on the 24x3 D3.0 but went haywire when the firmware was updated and a D3.1 D/S channel was deployed in my area.
I am on a Cisco CMTS judging by my CMTS MAC and I think that is where the problem lies. Comcast had a similar problem whith the Motorola SurfBoard 8200 activating on Gigabit Tier. The problem was the CMTS and a Comcast Engineer had to log into the CMTS and manually activate the 8200's. That issue has largely been resolved but that is what leads me to believe this also is a CMTS issue. Still no resolution, however.

martyr444 · ‎2018-01-18

I have been conveying that to Xfinity Comcast since last year and it falls on to deaf ears...................

CM1000 Xfinity issues

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