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jackbmc
Tutor

C7000 Won't Update via TW/Spectrum

I posted here 3-4 weeks ago concerning my C7000 losing internet signal and wifi. It was determined that the problem COULD be the out of date Firmware on the 10 month old device.  The Firmware that came wth it as V1.01.15 but the current version is apparently V1.01.23 according to Time Warner/Spectrum.  However, TW has made repeated attempts to update the Firmware (Netgear can not do it) and all failed.  After numberous exchanges with Netgear and TW, (both initially claiming it was the others responsibility to update the Firmware) Netgear finally acknowledged the C7000 was defective and replaced it.  Unfortunately, the replacement came with the exact same 10 month old Firmware and IT WILL NOT UPDATE EITHER!

 

Below is the event log.  I understand none of it. Does anyone see an event or failure that could point to the problems of not updating AND wifi drop outs?  Can it be each time TW attempts a Firmware update that the internet signal and thus the wifi drop out?  Is there ANY way for ME to update the Firmware via a download etc.  I really need help and at this point neither Netgear or TW is providing much.   Here's the log:

1970-1-1, 00:00:41 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INIT 1970-1-1, 00:00:41 Notice (6) WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT 1970-1-1, 00:00:45 Notice (6) Overriding MDD IP initialization parameters; IP provisioning mode = IPv6 2017-6-13, 13:03:51 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-13, 13:03:51 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-13, 13:10:57 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-13, 17:27:01 Warning (5) Dynamic Range Window violation 2017-6-13, 17:27:01 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-13, 17:27:01 Warning (5) Dynamic Range Window violation 2017-6-13, 17:27:01 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-13, 17:28:32 Warning (5) Dynamic Range Window violation 2017-6-13, 17:28:33 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-13, 17:28:35 Warning (5) Dynamic Range Window violation 2017-6-13, 17:28:35 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-13, 17:39:23 Warning (5) Dynamic Range Window violation 2017-6-13, 18:23:43 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-13, 18:39:52 Warning (5) Dynamic Range Window violation 2017-6-14, 07:46:20 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-14, 07:46:25 Warning (5) Dynamic Range Window violation 2017-6-14, 07:46:25 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-14, 07:47:09 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-14, 07:47:27 Notice (6) Overriding MDD IP initialization parameters; IP provisioning mode = IPv6 2017-6-14, 07:47:44 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-14, 07:47:44 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-14, 10:06:44 Warning (5) Dynamic Range Window violation 2017-6-14, 22:20:09 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-15, 08:04:15 Warning (5) Dynamic Range Window violation 2017-6-15, 08:04:15 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-15, 08:04:19 Warning (5) Dynamic Range Window violation 2017-6-15, 08:04:19 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-15, 08:04:58 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-15, 08:05:22 Notice (6) Overriding MDD IP initialization parameters; IP provisioning mode = IPv6 2017-6-15, 08:05:38 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-15, 08:05:38 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-15, 08:21:54 Warning (5) Dynamic Range Window violation 2017-6-15, 08:32:32 Warning (5) DBC-REQ denied - confirmation code 210: reject-dynamic-range-windowviolation;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-15, 08:42:22 Warning (5) Dynamic Range Window violation 2017-6-15, 08:57:26 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0; 2017-6-15, 08:57:31 Warning (5) Dynamic Range Window violation 2017-6-15, 10:58:34 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:fb:40:f0;CMTS-MAC=00:17:10:86:5c:c8;CM-QOS=1.1;CM-VER=3.0;

 

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Message 1 of 9
William10a
Master

Re: C7000 Won't Update via TW/Spectrum

Welcome to the catch22 either party can a thing untill Spectrum updates you and since they using Arris you may have a long wait Netgear can not release the new firmware to you and the cable company gets a rental fee each month from the devices they place in your home. Your the one left holding the bag with no where to go I have the same go around ipv6 they are no help.

Message 2 of 9
DarrenM
NETGEAR Moderator

Re: C7000 Won't Update via TW/Spectrum

Hello Jackbmc

 

The internet dropouts look more like a line issue with the ISP you have alot of T3 and T4 timeouts in your logs I would have a tech come check your lines and the ones in your neighborhood if they can not find the issue in your home.

 

DarrenM

Message 3 of 9
William10a
Master

Re: C7000 Won't Update via TW/Spectrum

Yes depend on the age of the cables that make up the service that feeds their home there could problems a review of the signal levels on the modem's log would show if there a low signal level even a bad signal to noise ratio can cause problems spectrum can check the signal level at the modem from the office for you and issue a work if they find a problem.

Your unable to updated the c7000 firmware is not new here is a link to a past posting https://community.netgear.com/t5/Cable-Modems-Routers/ISP-Spectrum-doesn-t-know-how-to-update-the-Fi...

Had three cables changed  out in one because they are changing the standards on the equipement that their network will with and still if you call about a ipv6 issue they have not idea of what your talking about at lease at the levels of support that I reached  before I give up for that day.

 

Message 4 of 9
jackbmc
Tutor

Re: C7000 Won't Update via TW/Spectrum

Thanks Darren and others who have responded.  While the issue is not resolved it has improved...there have been far fewer dropouts.  However, the Firmware still has not been updated and TW continues to insist they have tried but the C7000 won't accept it.  Netgear continues to say it is Time Warners/Spectrum's problem.  Interestingly, the event log has nothing on it now....since the 16th of June....nothing.  Previously, (as noted in the post) it was filled with multiple issues..T3 T2 Timeouts etc.  but it is blank now...but the old Firmware still shows.  I assume TW quit trying. And it MAY be that it was their multiple attempts that created the dropouts in the first place...though they occurred far more frequently than did errors in the event log!  

 

Oh, yet another tech came out and pronounced everything fine....in about 15 minutes.  He was the least interested or qualified of any TW/Spectrum tech who has ever been here. He was glad to go and was glad to accomodate him. 

 

Fingers Crossed that fewer drops out will continue.....

 

jackbmc

Model: C7000|Nighthawk - AC1900 WiFi Cable Modem Router
Message 5 of 9
mediatrek
Virtuoso

Re: C7000 Won't Update via TW/Spectrum

I have the Netgear CM600, and the current firmware on my model has firmware w/ security vulnerabilities in it.

Spectrum's policy (TWC as well after Charter bought them, but the branding transition had yet to occur) is to no longer push out firmware updates to "customer owned" cable modems. Whoever you were working w/ at TWC/Spectrum was lying to you that they had "trouble" pushing the firmware out. They did not even push the firmware out to your model, as it is against company policy to do so now.

Even though in my case, the updated firmware was provided to TWC (now Spectrum) in December 2015 by Netgear for TWC’s own internal testing. The firmware versions listed on their web site are just to show what "approval" they have given to firmware versions on models to allow on their network.

The DOCIS specification that guides cable modems/gateways does not allow for end user (consumer) firmware upgrade capability.

The only way around the Spectrum consumer modem firmware policy is to have a cable modem/gateway model that Spectrum does provide through its service. When the firmware update is then pushed out for the Spectrum-owned and provided model of the consumer-owned exact models tend to get the update. Sadly, Spectrum does not provide any Netgear-brand cable modems/gateways to customers that I am aware of. 

Long story short, you and I are S.O.L. in regards to this.

Message 6 of 9
William10a
Master

Re: C7000 Won't Update via TW/Spectrum

They have find a way of closing the door on everyone but the select few networking companies a sad statement about the condition of consumer support from the internet companies. 

Message 7 of 9
jackbmc
Tutor

Re: C7000 Won't Update via TW/Spectrum

For the most part I agree with your post....certainly the conclusion that we are S.O.L.  However, I don't believe the TW tech person I spoke with about a month ago now was untruthful in saying they had made attempts to update the Firmware and they had failed.  He made multiple attempts while I had him on the line...and each one would show up on my event log as T3 or T4 timeouts and other critical errors.  It was a copy of that log that resulted in Netgear sending me a replacement C7000.  However, as mentioned the replacement had exactly the same out of date firmware!  I DO agree that TW/Spectrum no longer updates a product they do not sell...and that is a recent decision.  Since June 16 there have been NO events on my log that reflects errors and/or timeouts so I think they have, indeed, quite trying.  The fact that they quit trying has improved my original problem which was signal drop outs on the C7000.  The tech had told me that when the Firmware is updated you can and usually do lose connection afterwards until the modem reboots.  I believe, but don't know, that each attempt ultimately took me off-line and there were MANY attempts....at all hours.  So, my problem with drop outs is minimal even though my firmware is out of date.  I have favored Netgear products for years and rarely had a problem.  I started in the old days when the router had a life time warranty.  Now the life of it is unpredictable but when it is over...it's over.  I would not likely buy another Netgear product as a result but right now I don't know which product I would buy.   

 

Thanks to all for replying.

 

jackbmc

Model: C7000|Nighthawk - AC1900 WiFi Cable Modem Router
Message 8 of 9
William10a
Master

Re: C7000 Won't Update via TW/Spectrum

I feel sorry for this world if all the produces  we use go this way as even the government has out dated computers systems running today which many think unreasonable but you have to remember one in the end it comes down to money and some of programs that they need do not run very well on a modern computer.

What would the cost be to convert all the different forms of computer data to standardize format today and how long.

Since the firmware is not released to the end users the one way one could possible update the firmware is also closed off via a serial cable like you would a router the modem has a cpu and memory like a router and should have a serial port points on its circuit board which is a dirt trick.

 

 

Message 9 of 9
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