Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

ksk2175 · ‎2023-06-08

2-3 times a day my connection says "no internet" even thought all the lights are solid green on my CM1000 modem. I have a red light on my router for the incoming internet signal. Rebooting the modem works 'most' of the time but this happens multiple times a day. When I checked the event log on the modem, I received the following list of critical events. I dont know what to do with this information. Ive called Xfinity a couple times and they tell me the line is strong. They send a reset code over and resetting it works for a while. Not much help there. Any ideas?

2023-06-08, 13:09:03	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-08, 13:09:03	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-08, 13:08:50	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
2023-06-08, 13:08:45	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;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=9c:c9:eb:94:96:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-07, 00:10:40	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-07, 00:10:22	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;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=9c:c9:eb:94:96:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-06, 00:55:51	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-06, 00:55:32	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;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=9c:c9:eb:94:96:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-05, 19:26:32	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-05, 19:26:15	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;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=9c:c9:eb:94:96:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-03, 02:14:15	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-03, 02:13:57	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;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=9c:c9:eb:94:96:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 20:29:36	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 20:29:18	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;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=9c:c9:eb:94:96:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 20:28:24	Critical (3)	Resetting the cable modem due to docsDevResetNow
2023-06-01, 12:58:39	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 12:58:21	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;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=9c:c9:eb:94:96:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 12:51:31	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 12:51:11	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;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=9c:c9:eb:94:96:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 12:25:43	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 12:25:24	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;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=9c:c9:eb:94:96:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 12:24:20	Critical (3)	Resetting the cable modem due to docsDevResetNow
2023-06-01, 11:55:43	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 11:55:23	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;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=9c:c9:eb:94:96:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 00:21:29	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 00:21:10	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;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=9c:c9:eb:94:96:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2023-05-31, 01:14:39	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;
2023-05-31, 01:14:19	Critical (3)	UCD invalid or channel unusable;CM-MAC=9c:c9:eb:94:96:88;CMTS-MAC=00:90:f0:77:02:00;CM-QOS=1.1;CM-VER=3.1;

FURRYe38 · ‎2023-06-08

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-m...

Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem.

ksk2175 · ‎2023-06-08

Modem Status:

Hardware Version	2.02

Firmware Version	V10.01.07

Cable Modem Serial Number

CM certificate	Installed

CM MAC

ksk2175 · ‎2023-06-08

Cable Connection:

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</tabindex=-1>

Procedure	Status	Comment
Acquire Downstream Channel	675000000 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</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR / MER	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	QAM256	44	675000000 Hz	6.4 dBmV	42.8 dB	235288719	1	0
2	Locked	QAM256	13	489000000 Hz	7.1 dBmV	45.6 dB	234440776	1	0
3	Locked	QAM256	14	495000000 Hz	7.1 dBmV	45.5 dB	234441973	1	0
4	Locked	QAM256	15	501000000 Hz	7.1 dBmV	45.4 dB	234445647	0	0
5	Locked	QAM256	16	507000000 Hz	7.0 dBmV	45.4 dB	234449245	1	0
6	Locked	QAM256	17	513000000 Hz	6.9 dBmV	45.4 dB	234436681	1	0
7	Locked	QAM256	18	519000000 Hz	6.8 dBmV	45.2 dB	234457056	2	0
8	Locked	QAM256	19	525000000 Hz	6.8 dBmV	45.2 dB	234460945	1	0
9	Locked	QAM256	20	531000000 Hz	6.6 dBmV	45.2 dB	234464586	1	0
10	Locked	QAM256	21	537000000 Hz	6.5 dBmV	45.0 dB	234468947	1	0
11	Locked	QAM256	22	543000000 Hz	6.4 dBmV	45.0 dB	234472570	1	0
12	Locked	QAM256	23	549000000 Hz	6.2 dBmV	44.8 dB	234476227	1	0
13	Locked	QAM256	24	555000000 Hz	6.3 dBmV	44.9 dB	234480396	0	0
14	Locked	QAM256	25	561000000 Hz	6.3 dBmV	44.8 dB	234483811	1	0
15	Locked	QAM256	26	567000000 Hz	6.3 dBmV	44.7 dB	234487600	1	0
16	Locked	QAM256	27	573000000 Hz	6.3 dBmV	44.8 dB	234491881	1	0
17	Locked	QAM256	28	579000000 Hz	6.5 dBmV	44.8 dB	234495645	1	0
18	Locked	QAM256	29	585000000 Hz	6.5 dBmV	44.7 dB	234498787	0	0
19	Locked	QAM256	30	591000000 Hz	6.5 dBmV	44.9 dB	234503011	6	0
20	Locked	QAM256	31	597000000 Hz	6.6 dBmV	44.8 dB	234508446	7	0
21	Locked	QAM256	32	603000000 Hz	6.6 dBmV	44.8 dB	234512164	0	0
22	Locked	QAM256	33	609000000 Hz	6.5 dBmV	44.6 dB	234516028	1	0
23	Locked	QAM256	34	615000000 Hz	6.5 dBmV	44.6 dB	234519582	1	0
24	Locked	QAM256	35	621000000 Hz	6.5 dBmV	44.6 dB	234523451	1	0
25	Locked	QAM256	36	627000000 Hz	6.4 dBmV	44.8 dB	234526947	1	0
26	Locked	QAM256	37	633000000 Hz	6.3 dBmV	44.5 dB	234530966	1	0
27	Locked	QAM256	38	639000000 Hz	6.2 dBmV	44.4 dB	234534664	1	0
28	Locked	QAM256	39	645000000 Hz	6.2 dBmV	44.2 dB	234538124	2	0
29	Locked	QAM256	40	651000000 Hz	6.2 dBmV	44.4 dB	234541925	2	0
30	Locked	QAM256	41	657000000 Hz	6.3 dBmV	44.4 dB	234544243	1	0
31	Locked	QAM256	42	663000000 Hz	6.4 dBmV	44.4 dB	234547678	1	0
32	Locked	QAM256	43	669000000 Hz	6.3 dBmV	44.4 dB	234551734	1	0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power
1	Locked	ATDMA	17	16400000 Hz	44.8 dBmV
2	Locked	ATDMA	18	22800000 Hz	45.0 dBmV
3	Locked	ATDMA	19	29200000 Hz	45.0 dBmV
4	Locked	ATDMA	20	35600000 Hz	45.5 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</tabindex=-1>

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, 2, 3	193	957000000 Hz	4.2 dBmV	41.0 dB	148 ~ 3947	52545052	20122956	0
2	Not Locked	0	0	0 Hz	4.0 dBmV	0.0 dB	0 ~ 4095	0	0	0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>

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: Thu Jun 08 07:35:07 2023System Up Time: 1:26:56

ksk2175 · ‎2023-06-08

...also... I don't have any splitters, attenuators, amplifiers or extended runs ... straight run from wall to modem, modem to router.

FURRYe38 · ‎2023-06-08

Ok, power leves are on the high side and a few channels are near the high max value. Might ask the ISP to reduce this by just a bit:

https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router

There is some minor correctables on the down side but not aweful. Mostly should be zeros seen here.

However you have a ton of correctables on the UP side channel 1 which should be zero. The modem is doing over time for unknown reasons on this channel.

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.
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-Mod...

https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

ksk2175 · ‎2023-06-08

Do you know where the power level ranges should be on these upside channels? Should they be similar to the downside power levels? What is preferable? I will have the ISP come out and test the line. Any chance it might be time for a new updated modem or are all these issues ISP line related? Thanks for you input, I appreciate you time.

FURRYe38 · ‎2023-06-08

Power on the UP is good. With in spec.

What speed tier package do you pay for? The CM1000 only supports up to 1Gb speeds on the DOWN so any packages beyond, you'll not see with this modem. XF reported to split the 1Gb pack into an 800 and 1.2Gb last year and doing away with the 1Gb tier. Causes some problems for some NG modems that could not use 1.2Gb.

ksk2175 · ‎2023-06-08

600 down package from xfinity in our area was they best they offered at the time ... xfinity doesnt offer anything special on the up in our area ... max is like 17-18 up (grrr)

Soon to get fiber optic in our neighborhood... hardware will change at that point but still a ways off...

ksk2175 · ‎2023-06-08

Current speed test shows 570 down and 17.5 up

ksk2175 · ‎2023-06-08

... when it is up that is ... ha

FURRYe38 · ‎2023-06-08

Ok. Then this model router is still good.

I'd make contact with the ISP and have them review the items I posted about.

Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

Re: Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

Re: Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

Re: Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

Re: Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

Re: Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

Re: Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

Re: Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

Re: Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

Re: Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

Re: Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)

Re: Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)