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Desperate need of internet connection help

Traci2111
Tutor

Desperate need of internet connection help

I apologize in advance for my technology ignorance. This is why I need help. I tried to troubleshoot issues myself and came up with nothing.

 

We switched to cable internet (Mediacom/Xstream) in March. We purchased our own Netgear modem and router based on online recommendations. We have an internet package that allows us up to 100mbps download speed. We are currently getting 10, if that. 

 

Modem is running firmware V3.01.04. Cable connection is good. I had ISP come out and check the cables which they confirmed were working fine. Modem and router are in a central location in my home. We run a few laptops/chromebooks, phones, video games (but nothing extreme) and DirecTv, but not all at once. 

 

Any assistance will be VERY MUCH appreciated.

 

I just cannot figure out where this issue is. This is the log from the modem from the past two days:

 

TimePriorityDescription
2020-12-10, 07:45:36Warning (5)Dynamic Range Window violation
2020-12-10, 07:45:36Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=38:94:ed:75:0d:70;CMTS-MAC=00:aa:6e:c1:d8:7a;CM-QOS=1.1;CM-VER=3.1;
2020-12-10, 02:44:05Warning (5)Dynamic Range Window violation
2020-12-10, 02:44:05Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=38:94:ed:75:0d:70;CMTS-MAC=00:aa:6e:c1:d8:7a;CM-QOS=1.1;CM-VER=3.1;
2020-12-10, 02:28:07Warning (5)Dynamic Range Window violation
2020-12-10, 02:28:07Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=38:94:ed:75:0d:70;CMTS-MAC=00:aa:6e:c1:d8:7a;CM-QOS=1.1;CM-VER=3.1;
2020-12-09, 15:00:41Critical (3)SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=38:94:ed:75:0d:70;CMTS-MAC=00:aa:6e:c1:d8:7a;CM-QOS=1.1;CM-VER=3.1;
2020-12-09, 14:48:38Error (4)Configuration File CVC Validation Failure
2020-12-09, 14:48:30Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3 .;CM-MAC=38:94:ed:75:0d:70;CMTS-MAC=00:aa:6e:c1:d8:7a;CM-QOS=1.1;CM-VER=3.1;
2020-12-09, 14:48:21Notice (6)TLV-11 - unrecognized OID;CM-MAC=38:94:ed:75:0d:70;CMTS-MAC=00:aa:6e:c1:d8:7a;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedWarning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=38:94:ed:75:0d:70;CMTS-MAC=00:aa:6e:c1:d8:7a;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv4
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=38:94:ed:75:0d:70;CMTS-MAC=00:aa:6e:c1:d8:7a;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=38:94:ed:75:0d:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Model: CM1000|Ultra-High Speed Cable Modem—DOCSIS® 3.1 Ready
Message 1 of 5
plemans
Guru

Re: Desperate need of internet connection help

do you have a screen snip of the cable connections page? 
the dynamic range window violations mean your power levels are going in and out of where they should be. 

it tends to be line issues. And ISP's are great at saying "its not the line" when you're using 3rd party equipement. 

 

 

Check for any splitters, amplifiers, or attenuators in line and remove them. Preferrably move the modem to right where the coax enters the home and direct connect it. this prevents any of the wiring in the home from being the issue.

 

Current Setup: CM2000-> RBK750-> GS716v2-> RAXE500-> Pi-hole->
Message 2 of 5
Traci2111
Tutor

Re: Desperate need of internet connection help

No splitters. We connected directly to where the coax comes into the house and it's the same issues. 

Cable connection info is attached.

 

Thank you for your help.

 

Message 3 of 5
plemans
Guru

Re: Desperate need of internet connection help

You should have at least 31 channels locked. Its medicom that locks them. so they either need to check the lines or the provisioning for the modem. 

Current Setup: CM2000-> RBK750-> GS716v2-> RAXE500-> Pi-hole->
Message 4 of 5
Traci2111
Tutor

Re: Desperate need of internet connection help

I asked them to send the technician back out (AGAIN). Of course they can’t get here for over a week. I will see what they say. We are going to test another modem today just in case - it may be a combination of issues.

Thank you SO much for your insight. You have been extremely helpful.
Message 5 of 5
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