CM1000 needs regular rebooting; upgrade RCN to v2.01.15?

[qz]

My CM1000 with firmware v2.01.14 randomly stops working about every other day.  Symptoms:

• Unable to ping my ISP
• Upstream LED:  blinking
• Downstream LED:  off
• Internet LED:  off

If I turn it off and back on then it will start working again.  From this thread it seems like a known issue that is solved by upgrading the firmware to v2.01.15.  However, I can't upgrade the firmware myself—my ISP (RCN) has to do it for me.  I called their technical support and they seem clueless.  In the other thread Netgear representatives worked directly with Comcast and Cox to get the firmware updated.  Can someone from Netgear please contact RCN and get them to upgrade the CM1000 firmware to v2.01.15 (or newer)?

Details from the Cable Connection page:

Startup Procedure

Procedure Status Comment

Acquire Downstream Channel 621000000 Hz Locked

Connectivity State OK Operational

Boot State OK Operational

Security Enable BPI+

IP Provisioning Mode Honor MDD IPv4 only

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 Locked QAM256 15 621000000 Hz -5.5 dBmV 40.7 dB 78 0

2 Locked QAM256 1 537000000 Hz -7.9 dBmV 39.8 dB 84 30

3 Locked QAM256 2 543000000 Hz -7.1 dBmV 40.2 dB 73 24

4 Locked QAM256 3 549000000 Hz -6.5 dBmV 40.5 dB 94 7

5 Locked QAM256 4 555000000 Hz -6.0 dBmV 40.7 dB 86 0

6 Locked QAM256 5 561000000 Hz -5.6 dBmV 41.0 dB 99 0

7 Locked QAM256 6 567000000 Hz -5.2 dBmV 40.9 dB 1693 488

8 Locked QAM256 7 573000000 Hz -5.1 dBmV 40.8 dB 108 0

9 Locked QAM256 8 579000000 Hz -5.3 dBmV 40.9 dB 89 0

10 Locked QAM256 9 585000000 Hz -5.1 dBmV 41.2 dB 80 0

11 Locked QAM256 10 591000000 Hz -5.4 dBmV 40.9 dB 80 25

12 Locked QAM256 11 597000000 Hz -5.3 dBmV 40.6 dB 88 0

13 Locked QAM256 12 603000000 Hz -5.2 dBmV 40.6 dB 57 0

14 Locked QAM256 13 609000000 Hz -5.5 dBmV 40.6 dB 79 0

15 Locked QAM256 14 615000000 Hz -5.2 dBmV 40.9 dB 73 0

16 Locked QAM256 16 627000000 Hz -5.8 dBmV 40.5 dB 66 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

25 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

26 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

27 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

28 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

29 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

30 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

31 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0

32 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 1 5120 Ksym/sec 32996000 Hz 40.5 dBmV

2 Locked ATDMA 2 5120 Ksym/sec 25396000 Hz 40.5 dBmV

3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 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

Downstream OFDM Channels

Channel Channel ID Indicator Subcarrier Zero Frequency Active Subcarrier Number Range Total Codewords Uncorrectable Codewords

1 159 Non-Primary 599600000 Hz 646 ~ 3449 0 0

2 0 Non-Primary 0 Hz 0 ~ 4095 0 0

Upstream OFDMA Channels

Channel UpstreamIsMuted Ranging Status Subcarrier Zero Frequency Active Subcarrier Number Range Symbols Per Frame Tx Power

1   Other 0 Hz 0 ~ 0 0 0 dBmV

2   Other 0 Hz 0 ~ 0 0 0 dBmV

From the Event Log:

2017-06-25, 17:09:13 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:b9:8a:xx:xx:xx;CMTS-MAC=00:ca:e5:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;

2017-06-25, 17:09:18 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:b9:8a:xx:xx:xx;CMTS-MAC=00:ca:e5:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;

2017-06-25, 17:09:42 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:b9:8a:xx:xx:xx;CMTS-MAC=00:ca:e5:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;

2017-06-25, 17:09:42 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:b9:8a:xx:xx:xx;CMTS-MAC=00:ca:e5:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;

2017-06-25, 17:10:02 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:b9:8a:xx:xx:xx;CMTS-MAC=00:ca:e5:yy:yy:yy;CM-QOS=1.1;CM-VER=3.1;

[vkdelta · Accepted solution]

hi QZ,

I checked again in our internal systems. 

NTGR has released 2.01.15 to RCN back in Feb 2017 but it is RCN who has not pushed the FW. We have seen internally that RCN engineer Scott M has download the FW twice (once in March and then again April). It is surprising they are not pushing the FW to the customers.

NTGR has also released 2.01.16 to RCN back in June 2016 but it is RCN who has not pushed the FW.

unfortunately, due to nature of the DOCSIS devices, these FWs cannot be upgraded by the end user. We wished FCC would mandate these ISPs to upgrade the devices or ask to open up the devices, But I dont see that happening. 

Also, I am not aware of any certification programs for retail modems in RCN. 

We wish you best of luck dealing with RCN and I understand you may not have a choice unfortunately.

yes, if you take the modem to your friends house and just plug in the modem, it will AUTOMATICALLY download new FW. Not even needed to register the device with Comcast. New version will stick unless RCN is pushing old FW as downgrade which I dont believe so.

[DarrenM]

Hello qz

You are getting T4 timeouts which typically indicates a connection issue. Have you had the ISP tech out to test the lines?

DarrenM

[qz]

---

Have you had the ISP tech out to test the lines?

No, because I'm fairly certain RCN will conclude that the problem isn't their fault and will charge me for sending a technician.

To me this appears to be a Netgear problem:

1. Service always comes right back when I power cycle the cable modem.
2. Once my Internet connection dies it stays dead until I power cycle the CM1000 (no matter how long I wait).
3. I've had this service for 3+ years and had no problems until I started using the CM1000 a month ago.
4. The problems started the very day I started using the CM1000.
5. T4 timeouts are also a symptom of the v2.01.14 bug.

Even if this is a connection issue, shouldn't the firmware be updated to v2.01.15 anyway to address the known issues with v2.01.14?

[cybrmstr]

Just as a tip netgear support... I'm watching this thread and any issues with the cm1000 since Comcast is about to push gigabit internet in my area soon...so unless I see decent support on this I'll go with the arris modem instead. Additionally you blaming the isp when he reboots his device and the problem disappears means it's the device, not the isp...sam happens with my c6300. I have to reboot it when my speed lags and as soon as I do the problem disappears.

[cybrmstr]

Update for you qz,  I posted the logs for my device, and the same person that responded to you here gave the same reply.....I work for comcast and as such had a tech come out free of charge.  inspected the lines and no line issues.  Same with yours when I reset it problems disappear.  Im betting that its a firmware update that mine needs as well.  I dont think netgear will be a device I will purchase for the new gigabit speed were about to get.  Time to migrate to Arris.

[vkdelta]

@qz,

sent you a PM. Please respond.

[qz]

Thanks for replying; I sent a private reply.

I have another related question: If I take my modem to a friend's house, register it with their Comcast account, wait for the firmware to update to v2.01.15, then take it back home, will the new firmware version stick?

[vkdelta · Accepted solution]

hi QZ,

I checked again in our internal systems. 

NTGR has released 2.01.15 to RCN back in Feb 2017 but it is RCN who has not pushed the FW. We have seen internally that RCN engineer Scott M has download the FW twice (once in March and then again April). It is surprising they are not pushing the FW to the customers.

NTGR has also released 2.01.16 to RCN back in June 2016 but it is RCN who has not pushed the FW.

unfortunately, due to nature of the DOCSIS devices, these FWs cannot be upgraded by the end user. We wished FCC would mandate these ISPs to upgrade the devices or ask to open up the devices, But I dont see that happening. 

Also, I am not aware of any certification programs for retail modems in RCN. 

We wish you best of luck dealing with RCN and I understand you may not have a choice unfortunately.

yes, if you take the modem to your friends house and just plug in the modem, it will AUTOMATICALLY download new FW. Not even needed to register the device with Comcast. New version will stick unless RCN is pushing old FW as downgrade which I dont believe so.

[qz]

Wow, that is a very useful post, thank you! I'm glad to see that Netgear has been proactive in releasing firmware to RCN. Now that I know that RCN is at fault I can confidently contact them and encourage them to do right by their customers.

I'm glad to hear that I don't need to register the modem with Comcast to get the update. I'll try it out!

Thanks! You have been very helpful!

[vkdelta]

not a problem. Please report back what are your results. 

if it still does not work, we will what we can do.

[qz]

Success!  I am now running v2.01.15 thanks to Comcast.  You were right that I didn't need to register the modem with Comcast.  When I plugged it in and turned it on it went through the normal startup sequence, then the LEDs started blinking in a pattern that I hadn't seen before (Power LED on solid, Internet LED on solid, and Downstream and Upstream LEDs slowly blinking in unison).  That lasted for maybe a minute before the cable modem obviously rebooted itself and went through the normal startup sequence again.  After that I was running v2.01.15.

I'll still try to pressure RCN into updating the firmware so that others don't have to jump through the same hoops that I did.

[vkdelta]

thanks for update. Glad it worked. 

2.01.15 should be much better.

we have 2.01.16 out on Cox network as well whcih fixes specific problem for their network. 

there will be new FWs in near future, you may want to go to your comcast friend in couple of months for a new FW if RCN do not get their head around upgrading modems for their customers.