c7000-100nas Internet sync problems

[Drew2]

Purchased a C7000 about a month and a half ago.   Occasionally the Internet will go out but I can usually reconnect by disconnecting power to the modem and rebooting.  However on two occasions the modem would not Sync and I had to call Time Warner field service.  On the first visit the tech tightened some connections at the neighborhood node and removed and unneeded filter.  After three tries we were able to get the modem to work.

Two days ago the Internet went out again.  Time Warner tech support showed up today.  After checking the lines he said everything was fine and within specs.  He attached his company modem and everything worked.

Before he left he mentioned that Time Warner ( in Raleigh North Carolina)  has been having synchronization problems with the C 7000.   He suggested that there may be a firmware upgrade in the works.

I kept recycling the power on the modem, and a couple hours after he left  I managed to get back online again.  But I don't know for how long as the modem keeps dropping the connection.

The error responses I'm getting from the event log are:

Timing synchronization Failure – Failed to acquire QAM/QT SK symbol timing

No ranging response received - T3 timeout

Received Response to Broadcast Maintenance Request, but no unicast maintenance opportunities received – T4 timeout

Any help would be appreciated - thanks.

[Drew2]

After reading other topics in the support forum I'd like to add that there is no splitter or filter on the line.

[vkdelta]

Hi,

can you please post the power values?

[Drew2]

As you can see from the data below the Modem is currently synced up.  The problem is that when ever there is either an Internet cable interruption or a power interruption a reboot is required.  Sometimes it will sync up within a few tries-sometimes not.   Today it took somewhere around 30+ tries to get it to sync.  Sometimes I'm lucky and it only takes two or three tries.

Time Warner has rolled a technician twice, and each time when the technician connected his test modem the Internet worked.  They are adamant that the problem does not lie with Time Warner, and given that their Modems work I have to agree.

I had to call Netgear tech support today because the modem was down again and the Internet connection wasn't working.   Netgear tech support advised me today that a firmware update should be coming out in the next few days.  The modem is currently on  Firmware Version  V1.01.15

Time Warner has advised me that there is a problem with these modems and that they are awaiting a firmware update.  According to the technician that showed up, due to the number of issues they are having, they considering temporairly pulling this particular Modem from their approved list. 

They bumped the values up a but to try help the sync process

Acquire Downstream Channel     645000000 Hz     Locked
Connectivity State     OK     Operational
Boot State     OK     Operational
Security     Enabled     BPI+
IP Provisioning Mode     IPv6 Only     ipv6Only(1)
 
Downstream Bonded Channels
Channel     Lock Status     Modulation     Channel ID     Frequency     Power     SNR     Correctables     Uncorrectables
1    Locked    QAM256    16    645000000 Hz    7 dBmV    40.7 dB    0    0
2    Locked    QAM256    2    561000000 Hz    8.3 dBmV    41.8 dB    0    0
3    Locked    QAM256    3    567000000 Hz    8 dBmV    41.5 dB    0    0
4    Locked    QAM256    4    573000000 Hz    7.8 dBmV    41.3 dB    0    0
5    Locked    QAM256    5    579000000 Hz    7.7 dBmV    41.2 dB    0    0
6    Locked    QAM256    6    585000000 Hz    7.8 dBmV    41.4 dB    0    0
7    Locked    QAM256    7    591000000 Hz    7.7 dBmV    41.3 dB    0    0
8    Locked    QAM256    8    597000000 Hz    7.5 dBmV    41.1 dB    0    0
9    Locked    QAM256    9    603000000 Hz    7.4 dBmV    41 dB    0    0
10    Locked    QAM256    10    609000000 Hz    7.5 dBmV    41.1 dB    0    0
11    Locked    QAM256    11    615000000 Hz    7.3 dBmV    40.9 dB    0    0
12    Locked    QAM256    12    621000000 Hz    7.3 dBmV    40.9 dB    0    0
13    Locked    QAM256    13    627000000 Hz    7.3 dBmV    40.9 dB    0    0
14    Locked    QAM256    14    633000000 Hz    7.1 dBmV    40.8 dB    0    0
15    Locked    QAM256    15    639000000 Hz    7.4 dBmV    40.9 dB    0    0
16    Locked    QAM256    1    555000000 Hz    8.9 dBmV    42.3 dB    0    0
17    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
18    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
19    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
20    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
21    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
22    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
23    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
24    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0

Upstream Bonded Channels
Channel     Lock Status     US Channel Type     Channel ID     Symbol Rate     Frequency     Power
1    Locked    ATDMA    2    5120 Ksym/sec    24200000 Hz    36.5 dBmV
2    Locked    TDMA    1    2560 Ksym/sec    19400000 Hz    36.5 dBmV
3    Locked    ATDMA    3    5120 Ksym/sec    30600000 Hz    33 dBmV
4    Locked    ATDMA    4    2560 Ksym/sec    37000000 Hz    34.3 dBmV
5    Not Locked    Unknown    0    0 Ksym/sec    0 Hz    0.0 dBmV
6    Not Locked    Unknown    0    0 Ksym/sec    0 Hz    0.0 dBmV
7    Not Locked    Unknown    0    0 Ksym/sec    0 Hz    0.0 dBmV
8    Not Locked    Unknown    0    0 Ksym/sec    0 Hz    0.0 dBmV

[Drew2]

perviously the values were 4.5dBmV   +/- 1dBmV

[Drew2]

One of the upstream channels dropped out.  I hesitate to reboot the router because of the problems getting it to Synchronize

I would like to get a firm estimate on when on when the firmware upgrade will be pushed out. 

Upstream Bonded Channels (Partial Service)

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 2 5120 Ksym/sec 24200000 Hz 36.5 dBmV 2 Not Locked Unknown 1 0 Ksym/sec 19400000 Hz 0.0 dBmV 3 Locked ATDMA 3 5120 Ksym/sec 30600000 Hz 34.9 dBmV 4 Locked ATDMA 4 2560 Ksym/sec 37000000 Hz 35.5 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

[Drew2]

What do I have to do to get some help with this f-ing and router?

Since I see that Netgear will only respond to the negative reviews on Amazon. I'll add one more complete with a screenshot of the error log showing the synchronization problems. It's a shame that it comes to that, but this is really lousy support.

If that doesn't work I'll start with a list of executives from the financial page, and e-mail them about what lousy support Netgear provides these days.

[DarrenM]

Hello Drew2

I do not have a exact time as when a firmware update will happen for this modem all firmware is sent to the isp for approval and they make some changes to the firmware and then they push it out when they decide it is ready. If you could private message me your case number from when you called support or the phone number/Email you used I can look up your case and escalate it to the proper channel to get you more help with the issue.

DarrenM

[Drew2]

e-mails have been answered and images have been sent

Hope to hear back soon

[Drew2]

Time Priority Description 1970-1-1, 00:00:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:obscured;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 2016-3-16, 17:57:46 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:obscured;CMTS-MAC=00:obscured;CM-QOS=1.0;CM-VER=3.0; 1970-1-1, 00:00:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:obscured;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 2016-3-16, 18:09:56 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:obscured;CMTS-MAC=00:obscured;CM-QOS=1.0;CM-VER=3.0; 2016-3-16, 18:09:58 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:obscured;CMTS-MAC=00:obscured;CM-QOS=1.0;CM-VER=3.0; 1970-1-1, 00:00:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=00:obscured;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 1970-1-1, 00:00:39 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:obscured;;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 1970-1-1, 00:00:41 Notice (6) WiFi Interface [wl0] set to Channel 3 (Side-Band Channel:N/A) - Reason:INIT 1970-1-1, 00:00:41 Notice (6) WiFi Interface [wl1] set to Channel 44 (Side-Band Channel:N/A) - Reason:INIT 1970-1-1, 00:00:47 Notice (6) Overriding MDD IP initialization parameters; IP provisioning mode = IPv6 2016-3-16, 18:39:49 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=00:obscured;;CMTS-MAC=00:obscured;CM-QOS=1.1;CM-VER=3.0; 2016-3-16, 18:39:49 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=00:obscured;;CMTS-MAC=00:obscured;CM-QOS=1.1;CM-VER=3.0;

MAC=00:obscured;  = mac address obscured for privacy

MAC=00:00:00:00:00:00;  (did not modify this mac address)

As can be seen in this log there were two previous attempts that failed to sync.

[Drew2]

conversion to smily not my doing

[vkdelta]

can you please PM me?

also, was CMTS-MAC really all zero's? or you changed it?

[Drew2]

CMTS-MAC was all zeros

I only macks that were obscured were marked with "obscured"

[Drew2]

Since the CMTS-MAC was all zeros, could this be MAC Address table corruption caused by a memory issue on the hardware?

[SupaPig]

I don't think your problem is with Time Warner.  The C7000 either has persistant issues or firmware problems.  My C7000 does the same thing except it behaves even more erradicly than yours.  Mine will stop passing traffic to it's local LAN interface but still pass internet traffic, then stop passing internet traffic but pass I can ping my LAN interface.

A reboot fixes it but also switching between 2.4G and 5G channels also resolves the problem on occassion.  The fact the LAN interface on the C7000 stops responding randomly tells you right there that it's not a Time Warner issue.  That aside from the fact that their "Technicolor" despite having a weak wireless signal, works flawlessly.

This so far, has been an unreliable device for me.  I replaced a Linksys AC1900 with this device for which unfortunately, Linksys while being reliable, had its own issues with traffic limitations and various releases which are stable one second and unstable the next.

Just wanted to let you know that you're not alone.

[Drew2]

Don't know what the problem is with Netgear theses days.  Used to use a bunch of their stuff - even have a box of old RT314 that need to go out.   If no solution soon I will start pushing for a refund.

[Datagg]

Im having the same issues. Multiple critical alerts from the day this went live a week ago. My issue is with wireless side bad signals to dropping for a few seconds just enough to cause all my wirless clients to drop signal, major buffering issues etc.  

My ISP (cox) says there line checks out good. Last test showed 326 MBps down, 34MBps up ( all wired side)  Cox states this is an issue with the firmware and to take it up with Netgear. Others have also reported issues with this router/combo unit. I sent a ticket in with my event log deatils to netgear.

[bcmorrison]

I'm having same issues as basically everyone else. The C7000-100NAS drops the Internet connection completely multiple times a day - affects all wired and wireless connections. Sometimes it comes back online automatically after a few minutes (sometimes more than an hour), sometimes I have to reboot the router. I've only had this modem/router 1 week and this thing is crap.

[juztplayin12]

I wish i had read this before my purchase 2 weeks ago.  Everyday it drops network and i have to reboot the modem.  It can be a great device, but who wants to reboot thier modem once or sometimes 2 or 3 times a day? I dont know if its a manufacture flaw or just the firmware that needs to get straightened out but this better happen sooner than later or i will be getting my money back and purchasing something other than Netgear.

[tallscott]

I'm also having issues.  Their phone support is awful.  Wanting you to buy more support when its only 3 weeks old.  

Do they offer beta fireware updates?

I also wish I knew about there problems.

[juztplayin12]

If its only 3 weeks old return it.  Thats what i did and not looking back.  Got a Motorola Arris sbg6900-ac.  SO far so good.

[tallscott]

That was more than 1 months ago.  Now I can't.  Than it was working great now it discount here and there.  Taking as much as a hour to get back on.  

I had lots of issues with the nest protect.  I learn how great netgear support was on this issues; having to do with IPv6.  Which I fixed using a guest account.  

Not sure why they don't come out with a firmware more offend with issues (like most makers)?

[Datagg]

I returned the first and the replacement did the same thing so that returned also. So i was done with the combo unit. Went out and bought seperate Modem CM600 and the R7000 (both whats inside the combo unit yet seperate) and all works great. Been month or so now and no issues whatssoever. i always thought it to be shotty firmware,  yet cant confirm.  And of course with a combo unit, your ISP controls the firmware updates, so your locked out from trying any other router versions. The firmware is strictly up to your ISP and you do not control that.  Hence another reason I bought seperate this time so i can control firmware and or alternate firmware from third party.

My suggestion is, if you have any issues with the Combo or fear you could end up with one as i did (both times) return it and dont look back.  

[SupaPig]

Just an FYI all, but I have a combo C7000 unit for sale if anyone wants to try it out just to make sure you don't have a defective unit.  🙂

Just kidding, run from this unit.  I personally won't be buying any more Netgear related products due to the poor performance and complete/utter lack of responsibility from Netgears end.  While I'm lucky I can afford to spend hundreds on different products to find one that works, many others don't have that fortune.

For my experience, I bought a Motorola approved TW device and then purchased an AeroHive AP (enterprise class) using their cloud system (beta).  It is probably a lot more than most need but I have zero coverage problems, full ACL based layer 7 packet inspection and a good solution for $500.  Don't waste your $$$ on trying various low end consumer products.  Go enterprise and keep the solution for 5 plus years.  We won't likely be at gigabit WAN connections for a while so the n/ac wireless solutions will be around for a while.  Best of luck to all.

[Drew2]

I am surprised and disappointed by the lack of effort on Netgear's part. They used to be a well regarded company.

Since my company reimbursed me for the c7000-100nas and also for the Arris SB6190 I got as a replacement, which by the way works just fine, I'm not out any money.  The company I work for has stopped using Netgear products for events, and they're no longer on the recommended list for home offices.  What can I say - lesson learned and moving on