Orbi WiFi 7 RBE973
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Re: CM500 Internet Connectivity Issues

aeron
Follower

CM500 Internet Connectivity Issues

Hello,

 

My internet connection has been down since about 3 days ago and I'm unsure as what the issue is. Any help or advice that you folks can provide would be greatly appreciated. Specifically, I'd like to know if it's an issue with the modem of it's something with the connection on TWC's end that I have to sit tight for. Chain of events is as follows:

 

  1. Internet connection goes down. Attempts to replace coaxial cables, restart modem, etc prove futile.
  2. TWC sends technician over the following day, he spends 10 mins testing the connection, declares it good, and tells me to get a new modem.
  3. I purchase a new modem and attempt to activate it, no dice (modem is the Netgear CM500, which is on TWC's list of recommended modems).
  4. Modem and internet connectivity is restored about an hour after attempting to activate it (the support rep on the line said she didn't do anything and that it just started working).
  5. Modem loses internet connectivity after ~9 hours (overnight). Return to Event #1.
  6. Note that the previous modem I replaced was also a CM500 and it was working fine for the 3 months that I have had it.

 

Here is what is reported in the event log (images and text):

https://snag.gy/EcrBg9.jpg

https://snag.gy/DvO4nb.jpg

 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
0

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 729000000 Hz Locked
Connectivity State In Progress Access Denied
Boot State In Progress Unknown
Security Disabled Disabled
IP Provisioning Mode In Progress Unknown

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 10 729000000 Hz -3.8 dBmV 40.9 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 26 5120 Ksym/sec 24200000 Hz 57 dBmV

 


Time Priority Description
2017-4-9, 13:24:17 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:24:23 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:25:07 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:25:08 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:25:50 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:25:51 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:26:33 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:26:35 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:27:18 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:27:19 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:28:01 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:28:02 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:28:46 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:28:47 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:29:29 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:29:30 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:30:14 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:30:15 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:30:58 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:30:59 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:31:41 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:31:42 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:32:25 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:32:26 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:33:08 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:33:09 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:33:50 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:33:51 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:34:35 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:34:36 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:35:19 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:35:20 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:36:02 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:01:5c:78:66:61;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:36:03 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:36:04 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:36:09 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:36:10 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:36:13 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:36:13 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-4-9, 13:36:36 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f1:76:a8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

Model: CM500|16x4 DOCSIS 3.0 Cable Modem
Message 1 of 2
DarrenM
Sr. NETGEAR Moderator

Re: CM500 Internet Connectivity Issues

I see you are getting alot of T4 timeouts looks to be a issue with the connection.

 

T4 ( Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received )

Explanation: The cable modem did not received a station maintenance opportunity in which to transmit a Ranging Request (RNG-REQ) message within the T4 timeout period (30 to 35 seconds). The cable modem is resetting its cable interface and restarting the registration process. Typically, this indicates an occasional, temporary loss of service, but if the problem persists, check for possible service outages or maintenance activity on this particular headend system. This error message is DOCSIS event message is R04.0, Ranging Request.

 

DarrenM

Message 2 of 2
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