CAX80 complete reset after losing internet or power

[brettdotcom14]

Ive had this problem since day 1. every time there is an outage even for a couple seconds with my ISP (optimum) the cax80 reset itself. also happens if theres a power failure or if i reboot it

when i say reset, i mean internet will not work on any device. i have to log into the router and re do the new admin password and security questions every time, like setting up a new device. ive seen optimum working a lot locally and its getting warm so theres been thunderstorms. so i understand why im losing internet connection.

I should not have to setup my device every time though. i believe this causes problems with every one of my devices. the newer ones seem to reconnect automatically but most of my devices need to be power cycled to reconnect. very annoying and inconvenient.

i am on the latest firmware. purchased in October of last year. hopefully someone can help out. heres the event log

Fri Jun 10 01:53:39 2022	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:01:5c:95:fa:62;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 10 01:52:59 2022	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:01:5c:95:fa:62;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:51 1970	Notice (6)	Honoring MDD; IP provisioning mode = IPv4
Thu Jan 1 00:00:48 1970	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:01:5c:95:fa:62;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:44 1970	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:48 1970	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:01:5c:95:fa:62;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:44 1970	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:49 1970	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:01:5c:95:fa:62;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:04 1970	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:48 1970	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:01:5c:95:fa:62;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:44 1970	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 4 14:15:19 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:01:5c:95:fa:62;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:44 1970	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 3 08:22:57 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=80:cc:9c:6e:d3:e0;CMTS-MAC=00:01:5c:95:fa:62;CM-QOS=1.1;CM-VER=3.1;

[FURRYe38 · Accepted solution]

Might try this as well, Re-load the v.7 FW or might try loading FW that was available last year and see if the reset still happens. You can emulate a power outage by pulling the power cord for say 15 seconds then back ON. 

Seen others post regarding factory reset after power loss. I saw this early one with mine but have not since. 

[FURRYe38]

Lots of criticals that your ISP needs to look into. 

What FW version is currently loaded? 

Please post a copy and paste of the modems connection status page.
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 then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

[brettdotcom14]

Thanks for the reply. Im not sure what criticals are but by the time stamp the modem has already reset itself and is trying to reconnect to the internet and is failing because well it factory reset itself and has to be set up. again not knowing much about modem and routers, even if there was a problem with my ISP, why would it still factory reset after i unplug it or reboot it or if the power goes out? are you saying the ISP is responsible for that?

FW: V.2.1.3.7

when i log into the modem via firefox there is a message saying a new router firmware upgrade is available. i click that and it say No New Firmware Version Available.

The coax cable comes directly from the street straight to the modem, one cable, no splitters. its whatever cable the cable company ran. 

I NEED to be sure its the ISP before having them check anything because if they find no problems then they charge me $500. i had to fight this before so i already know.

Cable Diagnostic

Status: Good

Action: Your setup looks fine. If you are still experience an internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info.

Internet Access: Good

Downstream Status: Good

Downstream Power Level: Good

Downstream SNR: Good

Upstream Status: Good

Upstream Power Level: Good

Current time: Fri Jun 10 09:19:58 2022

Startup Procedure
Acquire Downstream Channel: 645 MHz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+

Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked 256 QAM 20 645000000 Hz -2 dBmV 41.7 dB 0 0
2 Locked 256 QAM 1 513000000 Hz -0.6 dBmV 43.2 dB 0 0
3 Locked 256 QAM 2 519000000 Hz 0 dBmV 43.6 dB 0 0
4 Locked 256 QAM 3 525000000 Hz 0.6 dBmV 43.9 dB 0 0
5 Locked 256 QAM 4 531000000 Hz 1 dBmV 43.9 dB 0 0
6 Locked 256 QAM 5 537000000 Hz 0.9 dBmV 43.8 dB 0 0
7 Locked 256 QAM 6 543000000 Hz 0.5 dBmV 43.6 dB 0 0
8 Locked 256 QAM 7 555000000 Hz -0.3 dBmV 43.2 dB 0 0
9 Locked 256 QAM 8 561000000 Hz -0.7 dBmV 42.9 dB 0 0
10 Locked 256 QAM 9 567000000 Hz -1 dBmV 42.8 dB 0 0
11 Locked 256 QAM 10 573000000 Hz -0.8 dBmV 42.9 dB 0 0
12 Locked 256 QAM 11 579000000 Hz -0.7 dBmV 42.9 dB 0 0
13 Locked 256 QAM 12 585000000 Hz 0 dBmV 43.2 dB 0 0
14 Locked 256 QAM 13 603000000 Hz -1.6 dBmV 42.1 dB 0 0
15 Locked 256 QAM 14 609000000 Hz -2 dBmV 41.9 dB 0 0
16 Locked 256 QAM 15 615000000 Hz -0.7 dBmV 42.6 dB 0 0
17 Locked 256 QAM 16 621000000 Hz -0.2 dBmV 42.8 dB 0 0
18 Locked 256 QAM 17 627000000 Hz -1.2 dBmV 42.2 dB 0 0
19 Locked 256 QAM 18 633000000 Hz -2.2 dBmV 41.6 dB 0 0
20 Locked 256 QAM 19 639000000 Hz -1.7 dBmV 41.9 dB 0 0
21 Locked 256 QAM 21 651000000 Hz -1.5 dBmV 41.9 dB 0 0
22 Locked 256 QAM 22 657000000 Hz -1 dBmV 42.1 dB 0 0
23 Locked 256 QAM 23 663000000 Hz -0.9 dBmV 42.2 dB 0 0
24 Locked 256 QAM 24 669000000 Hz -0.7 dBmV 42.3 dB 0 0
25 Locked 256 QAM 25 675000000 Hz -1.8 dBmV 40.8 dB 0 0
26 Locked 256 QAM 26 681000000 Hz -2 dBmV 41.4 dB 0 0
27 Locked 256 QAM 27 687000000 Hz -0.6 dBmV 42.1 dB 0 0
28 Locked 256 QAM 28 693000000 Hz -0.5 dBmV 42.3 dB 0 0
29 Not Locked Unknown 0 0 Hz 0.0 0.0 0 0
30 Not Locked Unknown 0 0 Hz 0.0 0.0 0 0
31 Not Locked Unknown 0 0 Hz 0.0 0.0 0 0
32 Not Locked Unknown 0 0 Hz 0.0 0.0 0 0

Upstream Bonded Channels
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 36800000 Hz 38.0 dBmV
2 Locked ATDMA 3 5120 Ksym/sec 24000000 Hz 38.3 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 17600000 Hz 37.8 dBmV
4 Locked ATDMA 5 2560 Ksym/sec 12800000 Hz 39.3 dBmV
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 29 714000000 Hz -1.02 dBmV 41.4 dB 1588 ~ 2507 1524264 1506195 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

[FURRYe38]

$500 if they don't find the problem? What the hell...I'd call that theft. Regardless if no problems are found. Lordy. I'd be reporting them to the BBB. 

Well, power levels are in speed however seem a bit fluxuations between the channels. and a bit on the low side. 

You might ask a online tech to check there logs regarding these critcals. They should see something on there side for these issues. These criticals are causing problems...

You might ask the ISP to give you a modem to use on there system and see if problems are seen with there modem. 

A 2nd idea would be to take this modem to a friend, family or neighbors place if possible and see if the problem follows. 

[brettdotcom14]

i said the same thing when i got my cable bill that month. i just dont understand why its factory resetting after power outage.

i really have no idea how to get them to test it their end especially since its not their modem. so like you said the easiest way might be getting their modem. which is a PITA. the last time i just wanted to upgrade my modem to their latest one and they wouldnt even give it to me i had to schedule for them to come and replace it.

but a year ago when i did have their modem i never had problems like this. maybe once a year i would have to reboot it after a bad storm but that was it.

very frustrating.

[FURRYe38 · Accepted solution]

Might try this as well, Re-load the v.7 FW or might try loading FW that was available last year and see if the reset still happens. You can emulate a power outage by pulling the power cord for say 15 seconds then back ON. 

Seen others post regarding factory reset after power loss. I saw this early one with mine but have not since. 

[brettdotcom14]

i already had that version on it but loaded it with chrome. maybe loading it with firefox helped but i am no longer having to reset my password and security questions regardless of power failure or ISP failure. I still have other problems which i will make a new thread about. thanks