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Forum Discussion
c3700 connection issue - only able to access a few websites
I came back from vacation to find that my c3700 would only access certain websites (Facebook, Gmail, Comcast, Wikipedia, and so on) but not the rest of the internet (Amazon, Reddit, CNN, Evernote).
After troubleshooting with Comcast (including trying Google's DNS, and resetting the router/modem to factory settings) I borrowed a Comcast device and was able to access everything fine that way (suggesting no issue with my cables or wiring).
My firmware version is V1.01.11, and I've posted a sample from the event log and my up/down info below.
Any ideas as to what could cause this issue?
Startup Procedure
| Procedure | Status | Comment |
| Acquire Downstream Channel | 693000000 Hz | Locked |
| Connectivity State | OK | Operational |
| Boot State | ||
| Configuration File | ||
| Security | Enabled | BPI+ |
Downstream Bonded Channels
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Correctables | Uncorrectables |
| 1 | QAM256 | 693000000 Hz | 7.9 dBmV | 38.6 dB | 0 | 0 | ||
| 2 | QAM256 | 651000000 Hz | 8.8 dBmV | 38.6 dB | 0 | 0 | ||
| 3 | QAM256 | 657000000 Hz | 8.6 dBmV | 38.8 dB | 0 | 0 | ||
| 4 | QAM256 | 663000000 Hz | 8.2 dBmV | 38.5 dB | 0 | 0 | ||
| 5 | QAM256 | 669000000 Hz | 8.4 dBmV | 39 dB | 4 | 0 | ||
| 6 | QAM256 | 675000000 Hz | 8.4 dBmV | 39.2 dB | 0 | 0 | ||
| 7 | QAM256 | 681000000 Hz | 8 dBmV | 38.6 dB | 5 | 0 | ||
| 8 | QAM256 | 687000000 Hz | 7.9 dBmV | 38.6 dB | 0 | 0 |
Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate FrequencyPower 1 ATDMA 5120 Ksym/sec36500000 Hz39 dBmV
2 ATDMA 5120 Ksym/sec30100000 Hz39 dBmV
3 ATDMA 5120 Ksym/sec23700000 Hz39 dBmV
4 Unknown 0 Ksym/sec0 Hz0.0 dBmV
Event Log
| 2015-8-14, 16:58:25.0 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:b0:ce:2d:d2:38;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 1970-1-1, 00:00:33.0 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:b0:ce:2d:d2:38;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
14 Replies
I spoke to support over the phone and they seemed to think that this was an issue with the router/modem settings, but the person I spoke seemed to be reading off a script and wasn't able to tell me what firmware I should be running.
It also doesn't make sense since I hadn't changed any setting when the issue first popped up.
Does anyone have any ideas please? Support has been very frustrating.
Hello ng678
Have a couple questions for you
- Is issue happening on both wired or wireless?
- Is issue happening on all devices or just one?
- Try a different browser and reset the Internet history and cache.
- Make sure Advanced>Security> Block sites is configured to Never.
- Were you using parental control feature previously.
DarrenM
This issue occurs for both wired and wireless, on multiple devices (including a desktop windows 7, an iphone, and a macbook), also with multiple browsers on these devices.
No sites are currently blocked, and I have not ever used parental controls (although I cannot tinker with parental controls as doing so requires accessing the internet).
I share your pain. I'm having similar problems and the Netgear logs indicate the trouble began recently.
Netgear customer support has been almost useless.
I've done some googling and seen people having similar issues with a variety of netgear devices in the last three months (perhaps a firmware issue?) but none of them posted a resolution other then trying another vendor (and I've had similar struggles with customer support).
I'm happy to help with what I've learned so far though!
Did you try another device? I borrowed a friends and it did get a connection, so that's why I'm pretty sure the issue is with my netgear device.
