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Aspirant

CM1100 dropping connections

Comcast technician says their diagnostics is fine from their end, but my connection drops several times in a day.

 

1. Trying to understand these errors so that I can have better coversation with Comcast. Removed splitter and connected it directly to modem. Is it normal to see high correctable Codewords. (roughly 50%).

2. What is Event type code 24 and 16? Any and all help is appreciated.

3. Firmware on CM1100 is different than what is listed in netgear website and Comcast technican is telling me to contact modem manufacturer for firmware upgrade. Where Netgear says only service provider can do it. I am kind of stuck with this problem.

https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-mod...

 FIrmware on device: V6.01.07 

Recommended: V2.01.02

 

Appreciate all the help

 

-Thanks. 

 


<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPowerSNR / MERActive Subcarrier Number RangeUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1Locked0, 1, 2, 348850000000 Hz4.0 dBmV38.0 dB1108 ~ 29875403124574489469210
2Not Locked000 Hz-0.7 dBmV0.0 dB0 ~ 4095000

 

Logs

 

 

TimePriorityDescription
2020-06-08, 14:50:39Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-08, 14:50:16Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-08, 12:49:57Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-08, 12:49:34Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-08, 11:19:09Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-08, 11:18:43Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-08, 08:21:37Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-08, 08:21:13Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-08, 05:03:11Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-08, 05:02:46Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-08, 03:26:17Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-08, 03:25:49Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-07, 22:52:32Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-07, 22:52:06Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-07, 21:23:33Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-07, 21:23:03Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-07, 20:21:26Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-07, 20:21:01Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-07, 19:47:54Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-07, 19:47:28Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
2020-06-07, 15:54:28Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2020-06-07, 15:53:52Critical (3)Resetting the cable modem due to docsDevResetNow
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2020-06-04, 14:02:21Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2020-06-04, 03:16:25Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:01:5c:62:b6:85;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:73:be:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Model: CM1100|Nighthawk Multi-Gig Speed Cable Modem—DOCSIS 3.1
Message 1 of 14
Highlighted
Aspirant

Re: CM1100 dropping connections

I'm interested to find out what you heard...

 

I had a number of dropped connections issues recently and tried a number of things - right down to a new modem from Arris.  Still had the connection drop issues... a tech came out... and they determined it was an issue with their hardware... that's now resolved and i'm reinstalling my CM1100... and was trying to confirm i had the right firmware version.

 

Like you my modem is showing 6.01.07 and the knowledge base was showing 2.01.02.  From talking to an xfinity rep they said that if you have a gigabit connection with them, they use that other V6 firmware...  I am not sure whether to believe him or if it's just BS...

 

-Thanks

Message 2 of 14
Highlighted

Re: CM1100 dropping connections

I have same problem with my cm1000 ...
But it just started acting up...same version yall posted isp cox says their end is fine n they said they do not push firmware
Message 3 of 14
Highlighted
Guru

Re: CM1100 dropping connections

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. 

 

@olympos1625 

 


My Setup (Cable 900Mbps/50Mbps)>CAX80>Orbi RBK50 v2.5.1.16(Router Mode)
Additional NG HW: C7800/CM1100/CM1200, Orbi CBK40, Orbi RBK50/RBK853, R7800, R7960P, EX7500/EX7700, XR450 and WNHDE111
Message 4 of 14
Highlighted
Aspirant

Re: CM1100 dropping connections

i bought my unit from costco about 2 months ago and i have this issue where after about 2 weeks my cox internet goes down. when it first started happening it would come back in 15 minutes then it would go down a couple days later but then come back up in 30 minutes. i just assumed it was Cox. after a few times this happened and after somteims wairing 1-2 hours for it to come back online, i finally called Cox and they said that the cable modem was offline and to reboot it.

 

so i powercycled it, voila it started working a couple weeks ago. now it happened again yesterday and i powercycle it, and then it starts to work again. 

 

seems like something is off with the modem. i logged into it yesterday to check the logs and it had some entries about DHCP error like it couldnt grab DHCP for some reason.

Model: CM1100|Nighthawk Multi-Gig Speed Cable Modem—DOCSIS 3.1
Message 5 of 14
Highlighted
Guru

Re: CM1100 dropping connections

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. 


@itsjohnchow wrote:

i bought my unit from costco about 2 months ago and i have this issue where after about 2 weeks my cox internet goes down. when it first started happening it would come back in 15 minutes then it would go down a couple days later but then come back up in 30 minutes. i just assumed it was Cox. after a few times this happened and after somteims wairing 1-2 hours for it to come back online, i finally called Cox and they said that the cable modem was offline and to reboot it.

 

so i powercycled it, voila it started working a couple weeks ago. now it happened again yesterday and i powercycle it, and then it starts to work again. 

 

seems like something is off with the modem. i logged into it yesterday to check the logs and it had some entries about DHCP error like it couldnt grab DHCP for some reason.


 


My Setup (Cable 900Mbps/50Mbps)>CAX80>Orbi RBK50 v2.5.1.16(Router Mode)
Additional NG HW: C7800/CM1100/CM1200, Orbi CBK40, Orbi RBK50/RBK853, R7800, R7960P, EX7500/EX7700, XR450 and WNHDE111
Message 6 of 14
Highlighted
Aspirant

Re: CM1100 dropping connections

I have the exact same problem & scenario! Purchased from Costco a month ago and every 2-3 days internet connection dropped at some random time. On average, I had to reset my modem and router 5-7 times a day. Comcast tech came out, tested the line, recrimp connectors, and the internet was back online for a few day then the nightmare return.

 

Things I did differently

I decide to trace the line myself (from the demarcation point) and found a broken 2-Way Splitter in the attic, removed the bad unit, and add a coax coupler for a straight run. Finally figure out how to configure my router (new to 802.11ac router). I have Internet through modem but not through router for several days, so I cloned the MAC address of my computer to the router (CM1100 is picky with this). I didn't need to do this with previous routers. 

 

I need help interpret the Event Log and Cable Connection chart. Thanks in advance.

 

Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>

ProcedureStatusComment
Acquire Downstream Channel663000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeHonor MDDIPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

ChannelLock StatusModulationChannel IDFrequencyPowerSNR / MERUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1LockedQAM25633663000000 Hz-2.7 dBmV36.2 dB9384295311488114
2LockedQAM2565483000000 Hz0.8 dBmV38.0 dB93727032700
3LockedQAM2566489000000 Hz-0.3 dBmV37.8 dB93727350400
4LockedQAM2567495000000 Hz0.0 dBmV37.6 dB93727725100
5LockedQAM2568507000000 Hz0.3 dBmV37.4 dB93728054000
6LockedQAM2569513000000 Hz0.1 dBmV37.5 dB93728434900
7LockedQAM25610519000000 Hz0.1 dBmV37.5 dB93728840300
8LockedQAM25611525000000 Hz-0.3 dBmV37.3 dB93729199800
9LockedQAM25612531000000 Hz-0.8 dBmV36.9 dB93729958800
10LockedQAM25613543000000 Hz0.0 dBmV37.2 dB93730341500
11LockedQAM25614549000000 Hz-1.3 dBmV36.7 dB93730755010
12LockedQAM25615555000000 Hz-1.7 dBmV36.8 dB93731128700
13LockedQAM25616561000000 Hz-0.7 dBmV37.1 dB93731510000
14LockedQAM25617567000000 Hz-1.4 dBmV37.0 dB93731829700
15LockedQAM25618573000000 Hz-1.4 dBmV37.0 dB93732254900
16LockedQAM25619579000000 Hz-1.3 dBmV36.9 dB93732556800
17LockedQAM25620585000000 Hz-1.4 dBmV36.9 dB93733472900
18LockedQAM25621591000000 Hz-2.5 dBmV36.6 dB93733969300
19LockedQAM25622597000000 Hz-1.5 dBmV36.7 dB93734230410
20LockedQAM25623603000000 Hz-1.3 dBmV36.8 dB93734642500
21LockedQAM25624609000000 Hz-1.5 dBmV36.7 dB93734986120
22LockedQAM25625615000000 Hz-2.5 dBmV36.3 dB93735401110
23LockedQAM25626621000000 Hz-1.9 dBmV36.6 dB93735749100
24LockedQAM25627627000000 Hz-2.3 dBmV36.2 dB93736116400
25LockedQAM25628633000000 Hz-2.7 dBmV36.3 dB93736542010
26LockedQAM25629639000000 Hz-2.3 dBmV36.3 dB93736897700
27LockedQAM25630645000000 Hz-2.4 dBmV36.2 dB93737275700
28LockedQAM25631651000000 Hz-4.0 dBmV35.4 dB93737634520
29LockedQAM25632657000000 Hz-4.1 dBmV35.6 dB93738034610
30LockedQAM25634669000000 Hz-3.8 dBmV35.8 dB93738425900
31LockedQAM25635675000000 Hz-3.4 dBmV35.3 dB93738665400
32LockedQAM25636681000000 Hz-3.1 dBmV36.1 dB93738532700

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

ChannelLock StatusModulationChannel IDFrequencyPower
1LockedATDMA130100000 Hz47.3 dBmV
2LockedATDMA236500000 Hz46.8 dBmV
3LockedATDMA317300000 Hz47.3 dBmV
4LockedATDMA423700000 Hz47.3 dBmV
5Not LockedUnknown00 Hz0.0 dBmV
6Not LockedUnknown00 Hz0.0 dBmV
7Not LockedUnknown00 Hz0.0 dBmV
8Not LockedUnknown00 Hz0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPowerSNR / MERActive Subcarrier Number RangeUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1Locked0159722000000 Hz-0.2 dBmV34.8 dB1126 ~ 29697991103904470
2Not Locked000 Hz3.8 dBmV0.0 dB0 ~ 4095000

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not LockedUnknown00 Hz0 dBmV
2Not LockedUnknown00 Hz0 dBmV

Current System Time: Mon Jun 29 23:30:20 2020System Up Time: 5:45:45

Model: CM1100|Nighthawk Multi-Gig Speed Cable Modem—DOCSIS 3.1
Message 7 of 14
Highlighted
Guru

Re: CM1100 dropping connections

So after finding the broken twoway splitter, did you remove this splitter and connect the modem directly? Splitters are not recomnended to use. 

Test the CM modem with out the wifi router online to see if it maintains connection with just a wired PC connected. 


My Setup (Cable 900Mbps/50Mbps)>CAX80>Orbi RBK50 v2.5.1.16(Router Mode)
Additional NG HW: C7800/CM1100/CM1200, Orbi CBK40, Orbi RBK50/RBK853, R7800, R7960P, EX7500/EX7700, XR450 and WNHDE111
Message 8 of 14
Highlighted
Aspirant

Re: CM1100 dropping connections

My issue was intermittent signal problems from the ISP.  They had to come out to diagnose the problem.  From their internal technicians side it just looked like the modem was periodically rebooting.  After a lot of troubleshooting... new modems... and other things... finally got back to the original configuration and they agreed to come out - solving it roughly a day later after they replaced some hardware in a box on the street.

Message 9 of 14
Highlighted
Aspirant

Re: CM1100 dropping connections

ISP checked the signal to modem and its fine according to their tests. That is one reason I trying to decode the error codes so that I can be more specific and have a technical converstaion. They also pused back that modem manufacturer will have to update the firmware. I am running a firmware that is out of spec and not sure if its an issue that I should pursue as I have no way to upgrade the firmware. 

Message 10 of 14
Highlighted
Guru

Re: CM1100 dropping connections

So the CM1100 seems to be working now? 


My Setup (Cable 900Mbps/50Mbps)>CAX80>Orbi RBK50 v2.5.1.16(Router Mode)
Additional NG HW: C7800/CM1100/CM1200, Orbi CBK40, Orbi RBK50/RBK853, R7800, R7960P, EX7500/EX7700, XR450 and WNHDE111
Message 11 of 14
Highlighted
Aspirant

Re: CM1100 dropping connections

No. Still seeing dropped connections.

 

1. Need to find a way to update the firmware. Not sure how as neither the Netger or Comcast wants to do it.  

2. Trying to understnad the error codes in logs to have conversation with Comcast technical support folks to check it out further. 

 

-Thanks. 

Message 12 of 14
Highlighted
Aspirant

Re: CM1100 dropping connections

Yes, I removed the broken 2-way splitter and replace with a coax coupler. Guess who installed the poor quality splitter? Comcast tech. 

Yes, I tested modem with wired PC directly connected. So far, so good. I'll check back in two weeks and update the status. 

Message 13 of 14
Highlighted
Guru

Re: CM1100 dropping connections

Only the ISP can update FW on modems. 

 

Have the ISP check your signal and the line while the CM modem is online. 

 

You may need to have them install there modem to see if the problem continues or not, if it does, then the problem is the ISPs. If not, then you'll need to get the CM modem RMAd or returned. 


My Setup (Cable 900Mbps/50Mbps)>CAX80>Orbi RBK50 v2.5.1.16(Router Mode)
Additional NG HW: C7800/CM1100/CM1200, Orbi CBK40, Orbi RBK50/RBK853, R7800, R7960P, EX7500/EX7700, XR450 and WNHDE111
Message 14 of 14