Re: c7000 T3/T4 timeouts & US Light blinking

JayQue2 · ‎2019-12-01

So I"ve been having an ongoing issue with my Comcast provided internet. The US light has been blinking with intermediate connections, modem reboots & slow speeds. Comcast techs cannot fix my issue since March of this year. All my power levels seem fine, but the event log tells a different story. Even their automated phone system recognizes errors with the modem. This all started after they did some maintance in my area. Modem/router is a c7000. Firmware v1.01.33. Any help would be greatly appreciated.

FURRYe38 · ‎2019-12-02

Have the ISP check the signal and line quality UP to the modem. If they did maintenance in the area and problems started after this, then the ISP needs to review this and look into this.
Be sure there are not 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.

JayQue2 · ‎2019-12-02

All lines to the home are all new per ISP. Event log shows

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

at the begining of every boot & ends with

Unicast DSID PSN startup error

with multiple T3/T4 timeouts in between. This also happened with their provided modem. ISP cannot figure it out for 8 months now. They wont even make any more troubleshooting call to my home.

FURRYe38 · ‎2019-12-02

"This also happened with their provided modem. ISP cannot figure it out for 8 months now"

If this is happening with there modems, then the ISP needs to fix this. This is there responsibility.

Any chance of using a different ISP?

JayQue2 · ‎2019-12-04

Nope. I read on this forum that some users of the CM1000 were having similar issues & it possibly being related to a CMTS needing to be updated or patched. Was hoping to get some insight on that with hopes of providing my ISP with something they can use to resolve my connection issue.

FURRYe38 · ‎2019-12-05

Maybe a forum moderator can comment. Again if this was happening with other modems, this seems to be an ISP issue as well.

@vkdelta

vkdelta · ‎2019-12-05

Please post event logs and power table screenshots.

JayQue2 · ‎2019-12-05

Here you go. Hope this helps.

Acquire Downstream Channel	549000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	honorMdd(4)

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	5	549000000 Hz	3.1 dBmV	41.3 dB	0	0
2	Locked	QAM256	17	621000000 Hz	2.3 dBmV	40 dB	0	0
3	Locked	QAM256	18	627000000 Hz	2.6 dBmV	40.1 dB	0	0
4	Locked	QAM256	19	633000000 Hz	2.6 dBmV	40.5 dB	0	0
5	Locked	QAM256	20	639000000 Hz	2.5 dBmV	40.3 dB	0	0
6	Locked	QAM256	21	645000000 Hz	2.5 dBmV	40.3 dB	0	0
7	Locked	QAM256	22	651000000 Hz	2.6 dBmV	40.3 dB	0	0
8	Locked	QAM256	23	657000000 Hz	2.4 dBmV	40.2 dB	0	0
9	Locked	QAM256	24	663000000 Hz	2.2 dBmV	40.2 dB	0	0
10	Locked	QAM256	1	525000000 Hz	2.9 dBmV	41.2 dB	0	0
11	Locked	QAM256	2	531000000 Hz	3.1 dBmV	41.4 dB	0	0
12	Locked	QAM256	3	537000000 Hz	2.9 dBmV	41.1 dB	0	0
13	Locked	QAM256	4	543000000 Hz	2.9 dBmV	41.2 dB	0	0
14	Locked	QAM256	6	555000000 Hz	3 dBmV	41.2 dB	0	0
15	Locked	QAM256	7	561000000 Hz	2.9 dBmV	41.1 dB	0	0
16	Locked	QAM256	8	567000000 Hz	3 dBmV	41.2 dB	0	0
17	Locked	QAM256	9	573000000 Hz	3.1 dBmV	43 dB	0	0
18	Locked	QAM256	10	579000000 Hz	2.9 dBmV	42.5 dB	0	0
19	Locked	QAM256	11	585000000 Hz	2.9 dBmV	42.5 dB	0	0
20	Locked	QAM256	12	591000000 Hz	3.1 dBmV	42.6 dB	0	0
21	Locked	QAM256	13	597000000 Hz	2.9 dBmV	42.5 dB	0	0
22	Locked	QAM256	14	603000000 Hz	2.8 dBmV	42.5 dB	0	0
23	Locked	QAM256	15	609000000 Hz	2.7 dBmV	42.5 dB	0	0
24	Locked	QAM256	16	615000000 Hz	2.6 dBmV	42.4 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	2	5120 Ksym/sec	30100000 Hz	47.5 dBmV
2	Locked	ATDMA	1	5120 Ksym/sec	36500000 Hz	47.5 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	23700000 Hz	47.5 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	17300000 Hz	47.5 dBmV
5	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV

2019-12-4, 22:05:49	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:59:dc:79:6b:22;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:01:12	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
1970-1-1, 00:00:44	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:59:dc:79:6b:22;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:40	Notice (6)	WiFi Interface [wl1] set to Channel 161 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:40	Notice (6)	WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:37	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-12-4, 16:54:27	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:59:dc:79:6b:22;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:37	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:03:16	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:59:dc:79:6b:22;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:03:09	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:03:08	Critical (3)	No UCDs Received - Timeout;;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:02:51	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:59:dc:79:6b:22;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:01:38	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:59:dc:79:6b:22;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:01:32	Critical (3)	No UCDs Received - Timeout;;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:01:11	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:01:10	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:59	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:58	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:42	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:39	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:bb:64:c0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

vkdelta · ‎2019-12-05

T3 timeouts and "No UCDs Received " is concerning.

Has ISP checked the noise on the Upstream/reverse path and confirmed?

JayQue2 · ‎2019-12-07

Sorry for the late response, but I do believe the ISP has given up on the matter. It takes forever to get a response from them. They said that "everything is in the green." Not sure if this needs to be physically checked or if them checking their software/apps would suffice.

FURRYe38 · ‎2019-12-08

I would ask for a tech on site to check this.

@JayQue2 wrote:
Sorry for the late response, but I do believe the ISP has given up on the matter. It takes forever to get a response from them. They said that "everything is in the green." Not sure if this needs to be physically checked or if them checking their software/apps would suffice.

vkdelta · ‎2019-12-09

try to ask them to look at the node.

worst case ask them to come and look at the plant. the problem with this is that sometimes they charge you which is a pain.

JayQue2 · ‎2019-12-12

I was contacted directly by an Executive Customer Relations Agent recently regarding my issue. So there shouldn't be a charge. I will request that they check this. Thanks again for your continued support.the support.