Stuck in Firmware updating forever. Get no help from Support after hours of call s.

Was never able to get the unit working.Company sent me a new one that worked for a week then started having problems again. After more lengthy calls and more resets, this one ended up in the same loop - Firmware update. Another brink. Just went back to Comcast unit. Not happy with that resolution, but better response and service. And have no one else to blame when their service becomes an issue. So dissoluted with Netgear's service and support - only response on every issue is to reset the router. Very bad.

JNo wrote:Stuck in Firmware updating forever. Get no help from Support after hours of call s.What is it doing? The c7800 firmware comes directly from the ISP when you're getting it partitioned from them. Is it working? What are the led's doing?

Download/upload lights blink together forever. Spoke with Comcast and they sent the provisioning update as Netgear rep suggested. Still not updating. This is on the replacement unit to replace another unit with the same issues

If you're replaced it and both units have the same issue, it'd make me be looking at the line from comcast.

Did you induce this through a factory reset? Been there. Done that. In my case, it does eventually go away because (I think) it is actually updating the firmware that got blown away withthe reset. How's that for a theory. :-) Meanwhile, you might be able to open another browser tab and log into the router. Sometimes, I have to go back and forth a few. IMO - Netgear wrote some pretty poor firmware for the C7800. Xfinity might *own* it, but they sourced it from Netgear.

C7800 | NETGEAR Communities

11 Replies

plemans
Guru - Experienced User
May 19, 2020
JNo wrote:
Stuck in Firmware updating forever. Get no help from Support after hours of call s.
What is it doing?
The c7800 firmware comes directly from the ISP when you're getting it partitioned from them.
Is it working?
What are the led's doing?
- JNo
  Tutor
  May 19, 2020
  Download/upload lights blink together forever. Spoke with Comcast and they sent the provisioning update as Netgear rep suggested. Still not updating. This is on the replacement unit to replace another unit with the same issues
  - plemans
    Guru - Experienced User
    May 20, 2020
    If you're replaced it and both units have the same issue, it'd make me be looking at the line from comcast.
sweller
Aspirant
Jul 04, 2020
Did you induce this through a factory reset? Been there. Done that. In my case, it does eventually go away because (I think) it is actually updating the firmware that got blown away withthe reset. How's that for a theory. :-)

Meanwhile, you might be able to open another browser tab and log into the router. Sometimes, I have to go back and forth a few.

IMO - Netgear wrote some pretty poor firmware for the C7800. Xfinity might *own* it, but they sourced it from Netgear.
ThrowAwayName4
Aspirant
Jul 07, 2020

Hi Everyone,
I bought the C7800 to use at my house with Comcast being my ISP. When I hook it up I get the 'Firmware is being updated' message (I have V3.01.40) Nothing happens after that. I've been on the phone with Customer Support for both Netgear and Comcast. Netgear just provided the usual 'Factory Reboot' suggestion after spending about 2 hours on the phone with them (It did not work for me). I've probably spent about 6 hours on the phone with Comcast so far troubeshooting. I have a phone call again with them Wednesday but here is where we left off before calling it a night. I'll keep this updated so others can perhaps learn from this. This is far from an isolated incident and seems to have started 9 months ago. This also happened with a second C7800 I bought thinking perhaps the first one was broken.
1. We were able to get a connection that was really slow for downloading (2 mbps) but decent for upload (30 mpbs)
2. The firmware stayed the same.
3. Here are the logs I was able to see.
admin login] from source 192.168.0.2, Tue, Jul 07, 2020 01:56:13
[Time synchronized with NTP server] Tue, Jul 07, 2020 01:52:09
[Internet connected] IP address: 76.100.225.0, Thu, Jan 01, 1970 00:04:36
[admin login] from source 192.168.0.2, Thu, Jan 01, 1970 00:01:54
[admin login] from source 192.168.0.2, Thu, Jan 01, 1970 00:01:53
[DHCP IP: (192.168.0.3)] to MAC address 9c:b6:d0:67:4c:57, Thu, Jan 01, 1970 00:00:59
[DHCP IP: (192.168.0.2)] to MAC address 30:9c:23:13:af:7b, Thu, Jan 01, 1970 00:00:24
[Initialized, firmware version: V3.01.40] Thu, Jan 01, 1970 00:00:06

Second log
2020-07-06, 20:54:22 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;CM-QOS=1.1;CM-VER=3.1;
2020-07-06, 20:54:22 Error (4) SW upgrade Failed after download - SW File corruption
2020-07-06, 20:51:42 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;CM-QOS=1.1;CM-VER=3.1;
2020-07-06, 20:51:35 Notice (6) SW Download INIT - Via Config file d11_m_c7800_gigabit_c01.cm
2020-07-06, 20:51:32 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;CM-QOS=1.1;CM-VER=3.1;
2020-07-06, 20:51:17 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;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=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;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=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;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=bc:a5:11:8c:13:c4;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) Lost MDD Timeout;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:00:00:00:00:00;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=bc:a5:11:8c:13:c4;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
- FURRYe38
  Guru - Experienced User
  Jul 07, 2020
  Have the ISP check the signal and line quality UP to the modem.
  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.
  
  Please edit out any MAC and WAN IP address information before posting in public forums.
  Thank you,
  ThrowAwayName4 wrote:
  
  Hi Everyone,
  I bought the C7800 to use at my house with Comcast being my ISP. When I hook it up I get the 'Firmware is being updated' message (I have V3.01.40) Nothing happens after that. I've been on the phone with Customer Support for both Netgear and Comcast. Netgear just provided the usual 'Factory Reboot' suggestion after spending about 2 hours on the phone with them (It did not work for me). I've probably spent about 6 hours on the phone with Comcast so far troubeshooting. I have a phone call again with them Wednesday but here is where we left off before calling it a night. I'll keep this updated so others can perhaps learn from this. This is far from an isolated incident and seems to have started 9 months ago. This also happened with a second C7800 I bought thinking perhaps the first one was broken.
  1. We were able to get a connection that was really slow for downloading (2 mbps) but decent for upload (30 mpbs)
  2. The firmware stayed the same.
  3. Here are the logs I was able to see.
  admin login] from source 192.168.0.2, Tue, Jul 07, 2020 01:56:13
  [Time synchronized with NTP server] Tue, Jul 07, 2020 01:52:09
  [Internet connected] IP address: 76.100.225.0, Thu, Jan 01, 1970 00:04:36
  [admin login] from source 192.168.0.2, Thu, Jan 01, 1970 00:01:54
  [admin login] from source 192.168.0.2, Thu, Jan 01, 1970 00:01:53
  [DHCP IP: (192.168.0.3)] to MAC address 9c:b6:d0:67:4c:57, Thu, Jan 01, 1970 00:00:59
  [DHCP IP: (192.168.0.2)] to MAC address 30:9c:23:13:af:7b, Thu, Jan 01, 1970 00:00:24
  [Initialized, firmware version: V3.01.40] Thu, Jan 01, 1970 00:00:06
  
  Second log
  2020-07-06, 20:54:22 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;CM-QOS=1.1;CM-VER=3.1;
  2020-07-06, 20:54:22 Error (4) SW upgrade Failed after download - SW File corruption
  2020-07-06, 20:51:42 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;CM-QOS=1.1;CM-VER=3.1;
  2020-07-06, 20:51:35 Notice (6) SW Download INIT - Via Config file d11_m_c7800_gigabit_c01.cm
  2020-07-06, 20:51:32 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;CM-QOS=1.1;CM-VER=3.1;
  2020-07-06, 20:51:17 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;CM-QOS=1.1;CM-VER=3.1;
  Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
  Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;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=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;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=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;CM-QOS=1.1;CM-VER=3.1;
  Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:01:5c:6e:18:60;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=bc:a5:11:8c:13:c4;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
  Time Not Established Warning (5) Lost MDD Timeout;CM-MAC=bc:a5:11:8c:13:c4;CMTS-MAC=00:00:00:00:00:00;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=bc:a5:11:8c:13:c4;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
- jkwalls92
  Aspirant
  Dec 19, 2020
  Having the same issues. Netgear support did the same reset , unplug troubleshooting. Well worth the 90 dollar service contract that I had to buy for that advice, did nothing to solve the issue. Guy on phone said they would be able to remote into my router and change the advanced setting to get it to work, that did not do that. This could be an issue with my service provider , but had a technicial come out and check all connections run the test on there littel machine. All came back fine. Internet came back on for about 3o min and went down again. very frustrating. Could be Netgear could be Spectrum, could be a crappy firmware update issue. DOES ANYONE KNOW???
  - FURRYe38
    Guru - Experienced User
    Dec 19, 2020
    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.
    Be sure to power OFF the modem for 1 minute them back ON.
    https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853
    jkwalls92 wrote:
    Having the same issues. Netgear support did the same reset , unplug troubleshooting. Well worth the 90 dollar service contract that I had to buy for that advice, did nothing to solve the issue. Guy on phone said they would be able to remote into my router and change the advanced setting to get it to work, that did not do that. This could be an issue with my service provider , but had a technicial come out and check all connections run the test on there littel machine. All came back fine. Internet came back on for about 3o min and went down again. very frustrating. Could be Netgear could be Spectrum, could be a crappy firmware update issue. DOES ANYONE KNOW???

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