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Performance issues with CM500 and Time Warner

pquihuis
Aspirant
Aspirant
‎2016-07-29 04:07 PM
‎2016-07-29 04:07 PM

Performance issues with CM500 and Time Warner

My internet continues to drop and/or my speeds come down to a crawl below 1MB.  I have made multiple calls for service, with technicians dispatched to home to find nothing with the signal and pointing the problem to my purchased modem.  The last tech that arrived did state seeing errors at the street Tap and that he would place a work order. I called again yesterday to hear that the work order was complete (no details could be provided).  I am still experiencing issues and would appreciate assistance in narrowing the issue down to either with the ISP or the modem.

 

 Cable Connection Details

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

597000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enabled

BPI+

IP Provisioning Mode

IPv6 Only

ipv6Only(1)

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

24

597000000 Hz

-1.4 dBmV

40.4 dB

2330

852

2

Locked

QAM256

18

561000000 Hz

-1.6 dBmV

40.2 dB

3598

1242

3

Locked

QAM256

19

567000000 Hz

-1.6 dBmV

40.2 dB

3291

1066

4

Locked

QAM256

20

573000000 Hz

-1.6 dBmV

40.2 dB

3210

1139

5

Locked

QAM256

21

579000000 Hz

-1.5 dBmV

40.2 dB

3083

1057

6

Locked

QAM256

22

585000000 Hz

-1.1 dBmV

40.3 dB

2572

933

7

Locked

QAM256

23

591000000 Hz

-1.1 dBmV

40.5 dB

2373

851

8

Locked

QAM256

17

555000000 Hz

-1.4 dBmV

40.2 dB

3555

1233

9

Locked

QAM256

25

603000000 Hz

-1 dBmV

40.7 dB

2228

730

10

Locked

QAM256

26

609000000 Hz

-0.5 dBmV

41.2 dB

1930

709

11

Locked

QAM256

27

615000000 Hz

0 dBmV

41.6 dB

1614

687

12

Locked

QAM256

28

621000000 Hz

-0.3 dBmV

41.4 dB

1648

640

13

Locked

QAM256

29

627000000 Hz

-0.6 dBmV

41.3 dB

1592

615

14

Locked

QAM256

30

633000000 Hz

-0.1 dBmV

41.7 dB

1249

532

15

Locked

QAM256

31

639000000 Hz

0.1 dBmV

41.6 dB

1111

575

16

Locked

QAM256

32

645000000 Hz

0.2 dBmV

41.8 dB

1072

526

 

Upstream Bonded Channels (Partial Service)

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

3

5120 Ksym/sec

30600000 Hz

39.8 dBmV

2

Not Locked

Unknown

2

0 Ksym/sec

24200000 Hz

0.0 dBmV

3

Locked

TDMA

1

2560 Ksym/sec

19400000 Hz

39.4 dBmV

4

Locked

ATDMA

4

2560 Ksym/sec

37000000 Hz

38.3 dBmV

 

Current System Time:Fri Jul 29 18:14:12 2016

 

Event Log:

TimePriorityDescription
2016-7-29, 17:38:06Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:40:3f:08;CMTS-MAC=00:17:10:8a:1b:9c;CM-QOS=1.1;CM-VER=3.0;
2016-7-29, 17:40:56Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=40:5d:82:40:3f:08;CMTS-MAC=00:17:10:8a:1b:9c;CM-QOS=1.1;CM-VER=3.0;
2016-7-29, 17:40:56Critical (3)16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=40:5d:82:40:3f:08;CMTS-MAC=00:17:10:8a:1b:9c;CM-QOS=1.1;CM-VER=3.0;
2016-7-29, 17:41:06Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:40:3f:08;CMTS-MAC=00:17:10:8a:1b:9c;CM-QOS=1.1;CM-VER=3.0;
2016-7-29, 17:43:56Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=40:5d:82:40:3f:08;CMTS-MAC=00:17:10:8a:1b:9c;CM-QOS=1.1;CM-VER=3.0;
2016-7-29, 17:43:56Critical (3)16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=40:5d:82:40:3f:08;CMTS-MAC=00:17:10:8a:1b:9c;CM-QOS=1.1;CM-VER=3.0;

 

Thanks, Phil...

Model: CM500|16x4 DOCSIS 3.0 Cable Modem
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Doc_Sis
Aspirant
Aspirant
‎2016-07-31 12:40 AM
‎2016-07-31 12:40 AM

Re: Performance issues with CM500 and Time Warner

Same Issue:

Firmware Version 
V1.01.04

And just yesterday I'm starting to have odd slowdowns and DNS resolution issues!

Model: CM500|16x4 DOCSIS 3.0 Cable Modem
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DarrenM
Sr. NETGEAR Moderator
Sr. NETGEAR Moderator
‎2016-08-01 10:42 AM
‎2016-08-01 10:42 AM

Re: Performance issues with CM500 and Time Warner

Hello pquihuis

 

You log shows T3 timeouts which means you are getting noise on the lines I would call the ISP and have them send a tech out to check the lines see if they can resolve the issue. Below I left a description of a T3 timeout.

 

"The cable modem has sent 16 Ranging Request (RNG-REQ) messages without receiving a Ranging Response (RNG-RSP) message in reply from the CMTS. The cable modem is therefore resetting its cable interface and restarting the registration process. This typically is caused by noise on the upstream that causes the loss of MAC-layer messages. Noise could also raise the signal-to-noise ratio (SNR) on the upstream to a point where the cable modem’s power level is insufficient to transmit any messages. If the cable modem cannot raise its upstream transmit power level to a level that allows successful communication within the maximum timeout period, it resets its cable interface and restarts the registration process. This error message is DOCSIS event message is R03.0, Ranging Request."

 

DarrenM

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pquihuis
Aspirant
Aspirant
‎2016-08-01 11:14 AM
‎2016-08-01 11:14 AM

Re: Performance issues with CM500 and Time Warner

Thanks Darren,

 

I will reach out to my ISP.   I also see that Channel 2 on the Upstream is showing "Not Locked and Power shows 0.0dBmV", is this also an issue?

Upstream Bonded Channels (Partial Service)

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

3

5120 Ksym/sec

30600000 Hz

39.8 dBmV

2

Not Locked

Unknown

2

0 Ksym/sec

24200000 Hz

0.0 dBmV

 

Regards, Phil...

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pquihuis
Aspirant
Aspirant
‎2016-08-01 11:17 AM
‎2016-08-01 11:17 AM

Re: Performance issues with CM500 and Time Warner

Also, should the Uncorrectables be zero, as last week they were in the 5 digit number range?

 

Phil...

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DarrenM
Sr. NETGEAR Moderator
Sr. NETGEAR Moderator
‎2016-08-02 10:40 AM
‎2016-08-02 10:40 AM

Re: Performance issues with CM500 and Time Warner

Hello pquihuis

 

You will have to ask the ISP about that and the uncorrectables being a low number is fine.

 

DarrenM

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pquihuis
Aspirant
Aspirant
‎2016-08-06 07:34 AM
‎2016-08-06 07:34 AM

Re: Performance issues with CM500 and Time Warner

I have followed up with Time Warner and their L3, but they are continuing to point the issue to my Netgear CM500 modem.  Even after sharing my event log highlighting the errors, they continue to claim that all signal levels are within specification.  To get past the finger pointing, I will rent their modem to assess if my problems continue.  I'll keep you posted.

 

Regards, Phil...

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cyl
Aspirant
Aspirant
‎2016-09-12 05:05 PM
‎2016-09-12 05:05 PM

Re: Performance issues with CM500 and Time Warner

Hmm.  I'm having a similar problem.

 

I purchased and installed a CM500 last week.  The performance was fantastic at all the wired and wireless access points in my home.

 

However, this weekend.  Everything fell apart.  I noticed the firmware version of the CM500 -- it's now V1.1.2.12

 

On the Netgear website, the recommended firmware version for the CM500 on TWC is V1.01.04

 

Is there any way to downgrade the CM500 myself?  Suggestions appreicated on how to resolve this firmware mismatch.

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pquihuis
Aspirant
Aspirant
‎2016-09-12 06:57 PM
‎2016-09-12 06:57 PM

Re: Performance issues with CM500 and Time Warner

I have since then swapped out my CM500 with Time Warner's Arris Cable modem to see if my issues remain.  It has now been 1 month and my daily speed issues have gone away.  I will send my Netgear CM500 Cable Modem back for repair and try again once it returns.

 

Phil....

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cyl
Aspirant
Aspirant
‎2016-09-12 10:33 PM
‎2016-09-12 10:33 PM

Re: Performance issues with CM500 and Time Warner

I'm embarrassed by my earlier post.  I was looking at the long Netgear device.  My CM500 does have the correct firmware version to work with TWC.

 

But my access points and routers aren't able to get IP addresses and DNS from the network.  Do any of these logs tell me what the problem might be?

 

TimePriorityDescription
1970-1-1, 00:09:25Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2016-9-6, 16:53:48Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2016-9-6, 22:25:21Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:20Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2016-9-8, 04:22:45Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:20Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2016-9-9, 02:08:58Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2016-9-10, 16:30:36Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2016-9-10, 21:21:07Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2016-9-10, 22:14:24Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2016-9-10, 23:03:58Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:26Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
2016-9-10, 23:06:00Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2016-9-11, 23:43:55Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2016-9-11, 23:56:25Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:27Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
2016-9-12, 00:28:34Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:26Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
2016-9-12, 01:39:07Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:28Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:31Notice (6)Honoring MDD; IP provisioning mode = IPv4
1970-1-1, 00:00:33Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
2016-9-13, 05:03:02Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.1;CM-VER=3.0;
2016-9-13, 05:03:02Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.1;CM-VER=3.0;
2016-9-13, 05:03:09Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
2016-9-13, 05:03:11Notice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2016-9-13, 05:03:24Warning (5)ToD request sent - No Response received;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
2016-9-13, 05:03:25Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.1;CM-VER=3.0;
2016-9-13, 05:03:25Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.1;CM-VER=3.0;

 

Model: CM500|16x4 DOCSIS 3.0 Cable Modem
Message 10 of 11
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DarrenM
Sr. NETGEAR Moderator
Sr. NETGEAR Moderator
‎2016-09-14 09:48 AM
‎2016-09-14 09:48 AM

Re: Performance issues with CM500 and Time Warner

Hello cyl 

 

You do have alot of T3 timeouts which is a issue with the cable signal I would suggest having a your ISP send out a tech to check your lines and signal strength.

 

DarrenM

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