CAX80 and Samsung TV Issues

[brsox88]

Hi, I am having an issue with my CAX80 modem/router. Ever upgrading to this from my C7000 my Samsung TV’s no longer want to stream well and I can’t get their “TVPlus” to work anymore. All things seem to point to extremely slow speeds as these things will work fine sometimes. Things I have tried:

• Both wired and wireless connected TV
• Reset TV, unplugged power, ran troubleshooters
• Checked for updates for both router and TV (V2.1.1.4)
• This is my second CAX80 after the first one failed, so I doubt its hardware related
• Test speed from the Nighthawk app: 457Mbps Down, 27Mbps Up
• Using 8.8.8.8 nameservers for both router and tv.
• Disabled port scan and DOS firewall on router

I’m running out of ideas to fix this and considering selling this to get a non-Netgear product. Every Netgear product has some sort of issue like this and their lousy 90 day support is useless.

Time	Priority	Description
Tue Dec 22 13:27:25 2020	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:01:5c:71:f4:64;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 22 13:26:54 2020	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:01:5c:71:f4:64;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 22 13:26:50 2020	Error (4)	Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:01:5c:71:f4:64;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 22 13:26:50 2020	Error (4)	Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:01:5c:71:f4:64;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 22 13:26:50 2020	Error (4)	Missing BP Configuration Setting TLV Type: 17.3;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:01:5c:71:f4:64;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 22 13:26:50 2020	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:01:5c:71:f4:64;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:54 1970	Notice (6)	Overriding MDD IP initialization parameters; IP provisioning mode = IPv4
Thu Jan 1 00:00:47 1970	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:01:5c:71:f4:64;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:44 1970	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:49 1970	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:01:5c:71:f4:64;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:44 1970	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:10 1970	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:01:5c:71:f4:64;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:04 1970	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:48 1970	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:a1:1f:d8;CMTS-MAC=00:01:5c:71:f4:64;CM-QOS=1.1;CM-VER=3.1;

[FURRYe38]

Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no 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. 
Be sure to power OFF the modem for 1 minute them back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...

Is this the only device to see this problem? Do other devices stream and connect to this TVPlus service? 

Is the TV wireless or wire connected to the modem? 

What is the distance between the modem and TV? 

What happens if you don't use Google DNS and just let the modem auto detect DNS? 

Has a factory reset and setup from scratch been performed since last FW update? 

[brsox88]

I appreciate the quick response, but most of your questions I already tried and mentioned in my original post. To the other ones:

One TV is 2 feet from the router, the other is directly above it on the second story.

I have nothing else to test if streaming is only an issue with the TV's, but computers and mobile phones all seem fine. TVplus is only for use on Samsung TV's. These issues did not happen with our old c7000 so its seems like some new setting or compatibility issue between this new CAX80 and the TVs.

Default DNS does not help any different, but using google DNS I read in other posts here was suggested.

[FURRYe38]

I'd ensure the TV firmware is updated. There is new wireless tech in AX systems that maybe incompatible with older FW versions in TVs. 

Try disabling AX mode on the modem.

[brsox88]

Thanks, I disabled AX and reset the network and TV. It didn't help though. Amazon prime also has issues connecting, but eventually does. Is this just a firmware issue you think with the router being too new for these TV's (they are only 1 and 3 years old)?

[FURRYe38]

Possible FW issue with NG and your TVs. 

[brsox88]

So my only option is to buy new TV's or wait for Netgear to fix their firmware? How can I report this issue to Netgear so they can try to fix this in future updates?

[FURRYe38]

Open a support ticket here:

https://www.netgear.com/support/default.aspx#

Contact a forum moderator as well.

@DarrenM 

[brsox88]

How can I open a ticket if it's out side of the very small 90 day support window?

[brsox88]

Any idea?

[FURRYe38]

Contact a forum moderator as well.

@DarrenM 

@Christian_R 

[ronpro]

No Ranging Response received - T3 time-out  << Seems like you are having alot of this going on. Cable Upstream Noise.

T3 Timeout (Ranging Request Retries Exhausted) Explanation: 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.

Things I would check. Which I see all the time.

#1 - Make sure Coax connectors are snug on the Modem and Wall Plate.

#2 - If you have wall plate, remove from wall and make sure that connector is snug on backside.

#3 - Check Wall Coax Connection Point (Far Point) 

#4 - While doing above check center conductor length. 1/8" above face of connector. I've also seen bad wall plate connectors (F-81 aka: Coupler, Barrel).

#5 - How I setup ALL customers  " Coax from Outside Demark, No Cable run coax direct to modem and again make sure your connections are snug. If you have cable tv, from outside demark place high quality 2way splitter. Run one port from splitter direct to modem, place HP-50 on 2nd port and feed your CATV distribution network." The HP-50 blocks return noise from entering node on upstream. Now of course this doesn't help noise from other homes in your node but, thats why I do it to all my installs throughout city. But at least your not a system noise contributor now.

#6 - If that fails call provider support. My son in Omaha had T3 issues and I told him to call Cox. They sent tech out and he couldn't find issue. I had him remove wall plate and guess what? His coax connector was lose on the backside. His problems went away after snugging it up! 

Do NOT over tighten the connector on your Modem just snug. Not finger tight but a hair pass. 7/16 Wrench

[brsox88]

It seems a lot of people are having this same exact issue as me:

https://community.netgear.com/t5/Cable-Modems-Routers/Nighthawk-CAX80-Connectivity-Issues-with-2018-...

So the only option is for Netgear to update their firmware for compatibility with Samsung TV's. Or vice versa. But how can you report bugs like this to Netgear if they offer no way to contact them? I have never dealt with a company who doesn't allow you to contact them for issues like this.

[FURRYe38]

Someting to make contact with NG support about. Doesn't seem like theres anything we can do here in the forums and needs to be addressed by NG. 

Good Luck. 

[brsox88]

Update: I switched to my providers modem/router as it was only $5/month. Issue was resolved immediately. So it seems Netgear needs to fix the firmware to be compatible with many Samsung TV's. They should also find a better support solution as 90 days is unrealistic. And then not be able to contact them for regarding a bug just adds to more frustrated customers and negativity toward their brand. I'll be selling my $500 CAX80, there are just too many other companies out there with better support and products.

[FURRYe38]

Thanks for letting us know. 

Good Luck.