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Luminary

Re: CM1000 requiring rebooting several times a day (Comcast)

Thank you for the updates - it's appreciated!!


@vkdelta wrote:

One last step to go...almost getting there. I can understand your situation..

Just waiting for ISP to deploy new config files.

 

Message 26 of 67
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Guide

Re: CM1000 requiring rebooting several times a day (Comcast)

What about people that bought and own their router. Where's the firmware for us to download? Why would we have to wait? Why not just publish the firmware on the support site? It's a modem not a cellphone....? Right?

Message 27 of 67
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Luminary

Re: CM1000 requiring rebooting several times a day (Comcast)


@thehinac wrote:

What about people that bought and own their router. Where's the firmware for us to download? Why would we have to wait? Why not just publish the firmware on the support site? It's a modem not a cellphone....? Right?


Everyone here bought and owns their CM1000, but the firmware updates for modems always must come from your ISP (Comcast, TWC, Cox, etc) - modem updates from Netgear or any other modem manudacturer are not files that you can download and apply yourself, unlike your router, comoputer, or cell phone.  

 

I'm over simplifying it here, but the update files are built by coordinating with boith the ISP tech folks and the modem manufacturer, since different ISPs each have slightly different infrastructure-specific firmware needs even when the same modem model is involved.  

 

When ready, the firmware update will get pushed out by the ISP, and whenever it becomes available, we'll just reboot the modem to get it installed.

Message 28 of 67
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NETGEAR Employee

Re: CM1000 requiring rebooting several times a day (Comcast)

@Hydro130

 

you are right. It is not like an ethernet router where we can publish FW on the website and let users upgrade themselves. Each FW needs to be certified by the ISP and ISP is responsible for pushing it to the end users.  I would suggest to reboot the modem on Wednesday early morning and check...

Message 29 of 67
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Luminary

Re: CM1000 requiring rebooting several times a day (Comcast)


@vkdelta wrote:

 I would suggest to reboot the modem on...



Will do! Smiley Happy  Thank you for providing as much info as you can.

 

I fully understand that you are between a rock and a hard place with being able to say when firmware is going to drop; I realize there may be an additonal last-minute delay if something comes up.  But I'm glad to know the realease is pretty imminent  Smiley Happy

 

Thank you again for your help!!

Message 30 of 67
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Guide

Re: CM1000 requiring rebooting several times a day (Comcast)

Well give the option to force 3.0 only until it's fixed. If you can go to best buy or walmart and pick up 1 of 10 or more cable modem's specifically compatitble with Docsis 3.0 with out a firmware update then this modem can at least allow you to run in doc3.0 compatibility mode until a later date that the 3.1 firmware actually becomes available and works. Having a modem that reboots 10 times a days with no way to fixed it is unexceptable. Netgear have the configutation files for every provider accross the US for 3.0. It's rock solid. So instead of please wait tell we get out story straight how about a solution to the problem until it's fixed. I dought most wouldn't find that to be to un reasonable.

Message 31 of 67
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Re: CM1000 requiring rebooting several times a day (Comcast)

Firmware is not a generic piece of software that can be swapped out like going back to an old copy of Microsoft Word on your computer. These firmware packages are written for specific pieces of hardware and I doubt there’s a DOCSIS 3.0 package for this modem at all and developing one, if that’s even possible, would take months. And it still wouldn’t be a package that you could download and install. Your comparison earlier to a cellphone was pretty much spot on.  

 

One a side note I discovered the issue with my modem doesn’t appear to be firmware at all. It would stop working requiring a reboot at least once a day, turns out I have a defective modem that’s overheating. I pointed a desk fan at it and it worked nonstop until I turned off the fan. Within 20 minutes it failed again but once I turned the fan back on it has once again continues to work non-stop for several days. I bought mine through Amazon and just received the replacement, I just need to find time to work with Comcast to activate the replacement.

 

I feel your pain and beat myself for going with the latest tech sometimes.

Message 32 of 67
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Re: CM1000 requiring rebooting several times a day (Comcast)

Well, I received the .15 firmware last night and it has not brought my DL and UL speeds back to the sames speeds I have gotten with every single other modem I have ever owned, so I have decided I will be returning the CM1000 to Amazon today. I am not going to keep a brand new $180 32x4 modem that is outperformed by a 4 year old Arris SB6141 that only has 8x4 channels. Sorry, Netgear. I gave you a chance, but back to Arris I go. Looks like I will order the new SB8200 and see how that goes.

Message 33 of 67
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Re: CM1000 requiring rebooting several times a day (Comcast)

I received it also between 2AM and 7AM this morning and things seem to have improved here. Speeds are good and Only time will tell!
Message 34 of 67
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Re: CM1000 requiring rebooting several times a day (Comcast)

Well 11 hours and no problems yet....
Message 35 of 67
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Tutor

Re: CM1000 requiring rebooting several times a day (Comcast)

I'm having the same issues (see my thread of Xfinity's forum). I'm running x.15 which I believe came with the router from the factory when I purchased it from Amazon.

 

From the initialization of my new Xfinity account, I have been having issues where my speed slowly drops from 250Mbps down to less than 2Mbps, where it will remain until I cycle the router's power.

 

I'm wondering if I should just downgrade to a DOCSIS 3.0 and return the CM1000.

Message 36 of 67
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Re: CM1000 requiring rebooting several times a day (Comcast)

As of last night, I still had not received the .15 firmware (Comcast Seattle) on the modem I was having overheating problems with. I received a replacement from Amazon that did come with .15 so based on that and the other comments it looks like Amazon’s inventory is all up on the latest firmware anyway. Fingers crossed that my issues are resolved but I’m pretty sure my grief was from a faulty modem that was overheating and not related to the firmware issue some are having.  

Message 37 of 67
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NETGEAR Employee

Re: CM1000 requiring rebooting several times a day (Comcast)

you will need to reboot the device to get the FW. Comcast has deployed the Fw in all the markets. Let me know if you dont get it.

 

If you are already on .15 FW, monitor it and let us know. 

Message 38 of 67
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Tutor

Re: CM1000 requiring rebooting several times a day (Comcast)

@vkdelta I have x.15 installed and still lose bandwidth from 250Mbps down to 1Mbps over the course of about :30 after a restart of the modem. It never seems to return until I give it another reboot.

Message 39 of 67
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NETGEAR Employee

Re: CM1000 requiring rebooting several times a day (Comcast)

@Tr4vis did you check with just modem only or checking with router? 

 

your problem may be different from other people reported of drop-outs. 

 

do you have your event log and power levels? Pls post them there.

Message 40 of 67
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Tutor

Re: CM1000 requiring rebooting several times a day (Comcast)

Here are the images:

 

 

 

 

Error log:

 

2017-02-15, 22:33:00Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
2017-02-15, 23:59:34Warning (5)MDD message timeout;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.1;
Message 41 of 67
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NETGEAR Employee

Re: CM1000 requiring rebooting several times a day (Comcast)

@Tr4vis

 

you levels seems ok. 

are you testing your speeds directly hardwired? or testing wirelessly?

what is the your speed tier subscribed for? Extreme? 

Please PM me.

 

 

Message 42 of 67
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Tutor

Re: CM1000 requiring rebooting several times a day (Comcast)

Adding answers here for others (sent you a PM as requested):

 

- I'm testing the speeds right off the router (which is wired to the modem). I back up those tests with various other devices.

- My plan should be 200/10 in my area.

 

Here's what I get:

 

Speedtest

 

However, right after a modem reboot I'll get full 200/10 or better.

Message 43 of 67
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Tutor

Re: CM1000 requiring rebooting several times a day (Comcast)

Here is a test immediately following a reboot of the modem:

 

speedtest

Message 44 of 67
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Re: CM1000 requiring rebooting several times a day (Comcast)

Have you had ISP come out and check your lines from the pole to the modem? Comcast replaced everything from pole to modem. I now have only one splitter in the line and that is to separate TV from Modem. Power levels went up to positive range instead of neg range and it is steady now.
Message 45 of 67
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Initiate

Re: CM1000 requiring rebooting several times a day (Comcast)

Same issue.  Have to reboot modem multiple times a day with same logs.  Had Comcast come out and check the lines.  Power levels are within acceptable ranges. Running V2.01.15.  Checked both directly wired to modem or via wifi.  Sometimes works great right after reset for a random amount of time but performance comes and goes pretty randomly. Just had to reboot again. Getting really frustrating.  Trying the cooling fan method to rule out overheating now.

 

<tabindex=-1>Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel561000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeHonor MDDIPv6 only

<tabindex=-1>Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM2569561000000 Hz4.9 dBmV41.8 dB00
2LockedQAM2561513000000 Hz4.4 dBmV42.0 dB00
3LockedQAM2562519000000 Hz4.2 dBmV41.7 dB00
4LockedQAM2563525000000 Hz3.5 dBmV41.8 dB00
5LockedQAM2564531000000 Hz3.7 dBmV41.7 dB00
6LockedQAM2565537000000 Hz3.7 dBmV41.7 dB00
7LockedQAM2566543000000 Hz4.2 dBmV41.8 dB00
8LockedQAM2567549000000 Hz4.4 dBmV41.9 dB00
9LockedQAM2568555000000 Hz4.6 dBmV41.7 dB20
10LockedQAM25610567000000 Hz4.4 dBmV41.7 dB00
11LockedQAM25611573000000 Hz4.3 dBmV41.6 dB00
12LockedQAM25612579000000 Hz4.1 dBmV41.5 dB10
13LockedQAM25613585000000 Hz4.5 dBmV41.5 dB20
14LockedQAM25614591000000 Hz4.5 dBmV41.5 dB20
15LockedQAM25615597000000 Hz4.9 dBmV41.6 dB10
16LockedQAM25616603000000 Hz5.1 dBmV41.3 dB10
17LockedQAM25617609000000 Hz5.2 dBmV41.5 dB00
18LockedQAM25618615000000 Hz5.2 dBmV41.4 dB10
19LockedQAM25619621000000 Hz5.0 dBmV41.2 dB20
20LockedQAM25620627000000 Hz4.6 dBmV41.2 dB20
21LockedQAM25621633000000 Hz4.6 dBmV41.2 dB10
22LockedQAM25622639000000 Hz4.4 dBmV41.0 dB20
23LockedQAM25623645000000 Hz4.8 dBmV40.9 dB00
24LockedQAM25624651000000 Hz4.8 dBmV40.8 dB10
25Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
26Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
27Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
28Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
29Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
30Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
31Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB00

<tabindex=-1>Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA285120 Ksym/sec36700000 Hz46.0 dBmV
2LockedATDMA255120 Ksym/sec17300000 Hz45.3 dBmV
3LockedATDMA265120 Ksym/sec23700000 Hz45.5 dBmV
4LockedATDMA275120 Ksym/sec30300000 Hz46.0 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV

 

2017-02-27, 15:38:23Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=(omitted);CMTS-MAC=(omitted);CM-QOS=1.1;CM-VER=3.1;
2017-02-27, 15:42:56Warning (5)MDD message timeout;CM-MAC=(omitted);CMTS-MAC=(omitted);CM-QOS=1.1;CM-VER=3.1;
Message 46 of 67
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Initiate

Re: CM1000 requiring rebooting several times a day (Comcast)

Update:  Overheating not the cause of the issue I am experiencing.  I ran a speed test immediately after a reboot, started using a fan, and tested a few times over the course of 15 minutes.  The first couple were fine, but the last one was down to ~2 Mbps download.  Not good.

Message 47 of 67
NETGEAR Employee

Re: CM1000 requiring rebooting several times a day (Comcast)

@Gnat_HC

Please PM me. We need to get more details from your side. Thanks. 

 

Message 48 of 67
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Tutor

Re: CM1000 requiring rebooting several times a day (Comcast)

Why do you prefer PMs? Isn't it better to communicate here so that we can participate in the solutions?

Message 49 of 67
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Initiate

Re: CM1000 requiring rebooting several times a day (Comcast)

I am having this exact problem as well. I noticed my speeds were crawling this morning and getting 1/10 my normal internet speeds of 180Mbps. I rebooted the modem and immediately, my speeds were normal again. On v.15 firmware Comcast 150/20 internet.

Message 50 of 67
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