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CM2000 Intermitten internet only 1 upstream channel
Hey ya'll I've recently run into a problem last night where the our internet is incredibly unstable all of a sudden. I have 1.2gbps plan through Xfinity. It appears my modem upstream is Bonded to only one channel. I've completely gutted my coax system and I'm running it directly from the ground to my modem using a 100 feet extension cord and 100 feet CAT6 cable from modem to router. Still no solution. I've even tried using my old CM600 and CM1200 modems; they still show only 1 upstream channel Bonded with only 140mbps down and about 10mbps up. Any ideas? I don't even know what to do at this point. Ive contacted Xfinity and their support with no success, they even pointed out that the signal stats read everything in spec. Thanks!
3 Replies
What ISP is the modem connected too?
What Firmware version is currently loaded?
Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-modem-modem-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-routerBe sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended.
What is the brand and model of the host wifi router connected to the modem?- Xfinity 1200mbps down 50 up
V8.01.02 firmware on the modem
I'm using a CAT6 however, there wasn't an issue prior to last night. The network was fast and stable till then.
The modem is connected to a TP-LINK Archer AX11000 router. Both modem and router are less than 2 years old.
Cable Diagnostic
Status: Poor
Action:
[Partial Service]
If the Partial Service mode does not go away within a few hours (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required ones.
4) Contact your service provider for troubleshooting help.
CM Status: Good
Downstream Status: Good
Downstream Power Level: Good
Downstream SNR Level: Good
Upstream Status: Poor
Partial Service: Poor
Cable modem is in partial service mode. Your service provider might be under maintenance. Most of the time it won't affect your traffic and will automatically clear when work is complete.
Upstream Power Level: Good
Current Time: Sat Jun 03 18:17:48 2023
Startup Procedure
Acquire Downstream Channel: 489000000 Hz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+
IP Provisioning Mode: Honor MDD IPv6 only
Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 17 489000000 Hz 4.6 40.2 0 0
2 Locked QAM256 1 387000000 Hz 6.8 41.1 0 0
3 Locked QAM256 2 393000000 Hz 6.5 41.1 0 0
4 Locked QAM256 3 399000000 Hz 5.9 41 0 0
5 Locked QAM256 4 405000000 Hz 6.1 40.9 0 0
6 Locked QAM256 5 411000000 Hz 5.9 40.8 0 0
7 Locked QAM256 6 417000000 Hz 5.7 40.7 0 0
8 Locked QAM256 7 423000000 Hz 5.7 40.9 0 0
9 Locked QAM256 8 429000000 Hz 5.4 40.7 0 0
10 Locked QAM256 9 435000000 Hz 5.1 40.6 0 0
11 Locked QAM256 10 441000000 Hz 5.2 40.6 0 0
12 Locked QAM256 11 453000000 Hz 5.2 40.4 0 0
13 Locked QAM256 12 459000000 Hz 5.2 40.3 0 0
14 Locked QAM256 13 465000000 Hz 4.9 40.1 0 0
15 Locked QAM256 14 471000000 Hz 4.8 40 0 0
16 Locked QAM256 15 477000000 Hz 4.9 40.2 0 0
17 Locked QAM256 16 483000000 Hz 5.1 40.3 0 0
18 Locked QAM256 18 495000000 Hz 4.4 40.1 0 0
19 Locked QAM256 19 507000000 Hz 4.4 40.1 0 0
20 Locked QAM256 20 513000000 Hz 4.3 40.1 0 0
21 Locked QAM256 21 519000000 Hz 3.9 40 0 0
22 Locked QAM256 22 525000000 Hz 3.7 40 0 0
23 Locked QAM256 23 531000000 Hz 4.4 40 0 0
24 Locked QAM256 24 537000000 Hz 3.9 39.9 0 0
25 Locked QAM256 25 543000000 Hz 2.9 39.6 0 0
26 Locked QAM256 26 549000000 Hz 3.2 39.6 0 0
27 Locked QAM256 27 555000000 Hz 3.9 39.7 0 0
28 Locked QAM256 28 561000000 Hz 3.6 39.6 0 0
29 Locked QAM256 29 567000000 Hz 2.9 39.4 0 0
30 Locked QAM256 30 573000000 Hz 2.7 39.3 0 0
31 Locked QAM256 31 579000000 Hz 3.5 39.4 0 0
32 Not Locked Unknown 0 0 Hz 0.0 0.0 0 0
Upstream Bonded Channels (Partial Service)
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 41.5 dBmV
2 Not Locked Unknown 0 0 0 0.0
3 Not Locked Unknown 0 0 0 0.0
4 Not Locked Unknown 0 0 0 0.0
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0
Downstream OFDM Channels
Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable
1 Locked 0 ,1 ,2 ,3 45 690000000 Hz 1.78 dBmV 38.0 dB 1108 ~ 2987 31405603 30041356 0
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
Upstream OFDMA Channels
Channel LockedStatus ProfileID ChannelID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
Event Log
Time Priority Description
Sat Jun 03 18:17:47 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:17:06 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:17:06 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:17:06 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:16:01 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:16:01 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:16:01 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:13:50 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:13:50 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:13:50 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:12:26 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:12:26 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:12:26 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:09:34 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:09:34 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:09:34 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:08:31 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:08:31 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:08:31 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:07:03 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:07:02 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:07:02 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:02:34 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:02:34 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:02:34 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:02:11 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:02:11 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:02:11 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:01:45 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:01:45 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 18:01:45 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 17:56:06 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 17:56:06 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 17:56:06 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 17:56:03 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 17:56:03 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 17:56:03 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 17:55:51 2023 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 17:55:51 2023 Critical (3) Ranging Request Retries exhausted;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 03 17:55:51 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:b2:fd:70;CMTS-MAC=00:01:5c:a6:ec:82;CM-QOS=1.1;CM-VER=3.1;You have lots of Criticals in the events log that inidicate a ISP signal issue on the line. The ISP needs to review and resolve these and any Errors or Warnings seen in the log.
Connections page shows a POOR status as well.
Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
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.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
