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Re: CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

RogueRobot
Tutor

CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

Modem: Nighthawk CM1100

Router: Nighthawk RAX80

 

Hi,

 

I have Cox gigbit service but I only get around 630mbps max (sometimes 590mbps). I logged into my CM1100 modem and it says that the Downstream Bonded Channel (Partial Service) - only channels locked are 1 - 20 (out of 32), and the rest of the channels are unlocked at 0 values. On the Uploadstream - Channels 1 - 5 (out of 😎 are the only ones locked. Detailed log below.

 

I called called Cox Communications and they said that "everything is fine on our end", and that it must be a defective modem but not on their end. Any ideas???

 

Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>

ProcedureStatusComment
Acquire Downstream Channel957000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeHonor MDDIPv4 only

<tabindex=-1>Downstream Bonded Channels (Partial Service)</tabindex=-1>

ChannelLock StatusModulationChannel IDFrequencyPowerSNR / MERUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1LockedQAM25630957000000 Hz16.2 dBmV41.1 dB190805348120
2LockedQAM2561783000000 Hz12.5 dBmV40.2 dB1888441564500
3LockedQAM2562789000000 Hz12.7 dBmV40.3 dB1888475445020
4LockedQAM2563795000000 Hz12.6 dBmV40.2 dB1888511594380
5LockedQAM2564801000000 Hz12.7 dBmV40.3 dB1888555234540
6LockedQAM2569831000000 Hz13.3 dBmV40.4 dB1888592814750
7LockedQAM25610837000000 Hz13.6 dBmV40.5 dB1888631654300
8LockedQAM25611843000000 Hz14.1 dBmV40.9 dB1888680102810
9LockedQAM25612849000000 Hz14.2 dBmV40.7 dB1888723802980
10LockedQAM25617879000000 Hz15.5 dBmV41.0 dB1888763752070
11LockedQAM25618885000000 Hz16.0 dBmV41.1 dB1888799731300
12LockedQAM25619891000000 Hz16.1 dBmV40.9 dB1888839081280
13LockedQAM25620897000000 Hz16.6 dBmV41.3 dB188887960830
14LockedQAM25621903000000 Hz16.9 dBmV41.5 dB188891762660
15LockedQAM25622909000000 Hz16.6 dBmV41.1 dB188895231990
16LockedQAM25625927000000 Hz17.0 dBmV41.3 dB188899048500
17LockedQAM25626933000000 Hz16.8 dBmV41.4 dB188902918340
18LockedQAM25627939000000 Hz16.8 dBmV41.4 dB188907079340
19LockedQAM25628945000000 Hz16.6 dBmV41.2 dB188910266250
20LockedQAM25629951000000 Hz16.4 dBmV41.3 dB188912406210
21Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
22Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
23Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
24Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
25Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
26Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
27Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
28Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
29Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
30Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
31Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB000

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

ChannelLock StatusModulationChannel IDFrequencyPower
1LockedATDMA119400000 Hz40.0 dBmV
2LockedATDMA225800000 Hz40.3 dBmV
3LockedATDMA332200000 Hz40.0 dBmV
4LockedATDMA438600000 Hz41.0 dBmV
5LockedATDMA614600000 Hz39.8 dBmV
6Not LockedUnknown00 Hz0.0 dBmV
7Not LockedUnknown00 Hz0.0 dBmV
8Not LockedUnknown00 Hz0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPowerSNR / MERActive Subcarrier Number RangeUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1Locked0, 1, 2, 3, 255159300000000 Hz-39.4 dBmV0.0 dB0 ~ 4095000
2Not Locked0, 25500 Hz-39.2 dBmV0.0 dB0 ~ 4095000

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not LockedUnknown00 Hz0 dBmV
2Not LockedUnknown00 Hz0 dBmV
Model: CM1100|Nighthawk Multi-Gig Speed Cable Modem—DOCSIS 3.1
Message 1 of 11

Accepted Solutions
RogueRobot
Tutor

Re: CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

So here is an update and solution.
After calling several times to convince my cable company to make a house call, they finally did. It turns out the cabling in my house was fine. The problem was that they had a "channel filter" device on their outside cable line. It took a few weeks for them to come back with a bucket lift so the they could reach the top of the near by utility pole to remove it. The tech told me they had installed those channel filters a few years back so they can block people from "stealing" or accessing and viewing cable channels from internet-only cable subscribers. But now with Gigbit internet service those same channel filters also block modem channels making internet signals unstable and slow. When I log in to my modem, it now shows it firing on all cylinders (channels). I'm a happy camper. Thanks you all.

View solution in original post

Model: CM1100|Nighthawk Multi-Gig Speed Cable Modem—DOCSIS 3.1
Message 6 of 11

All Replies
FURRYe38
Guru

Re: CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

Have the ISP check the signal and line quality UP to the modem. 
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.

Message 2 of 11
plemans
Guru

Re: CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

Another thing to check is your downstream signal is kind of high powered. Ideal is -7dbmv to +7dbmv. You're at 16.9dbmv. 

Usually I recommend removing splitters but sometimes it can actually help if you have a good quality splitter to drop your signal a bit. 

Or using a signal attenuator. 

If you get it into a decent range, then reboot the modem and see what locks. They don't all have to lock provided you get the full speed you pay for. If you're not getting the full speed after getting your signal corrected, I'd follow what @FURRYe38 recommends and have the isp check the line. 

Message 3 of 11
RogueRobot
Tutor

Re: CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

Thanks guys. I will be trying all suggestions. By the way, I did see that there is a cylindrical extension type adapter when I checked the cable outside, maybe that might help if I replace it. Also, I was trying if the cable is the new type of high bandwidth cable but it doesn't have writing on it, its only white. The house is older so I wouldn't be surprised if even the cable running from their box down the street to our house was older. Now to convince them to make a house call.

Thanks again.
Model: CM1100|Nighthawk Multi-Gig Speed Cable Modem—DOCSIS 3.1
Message 4 of 11
FURRYe38
Guru

Re: CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

Let us know how it goes. Ya time for new updated coax cabling. 

Message 5 of 11
RogueRobot
Tutor

Re: CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

So here is an update and solution.
After calling several times to convince my cable company to make a house call, they finally did. It turns out the cabling in my house was fine. The problem was that they had a "channel filter" device on their outside cable line. It took a few weeks for them to come back with a bucket lift so the they could reach the top of the near by utility pole to remove it. The tech told me they had installed those channel filters a few years back so they can block people from "stealing" or accessing and viewing cable channels from internet-only cable subscribers. But now with Gigbit internet service those same channel filters also block modem channels making internet signals unstable and slow. When I log in to my modem, it now shows it firing on all cylinders (channels). I'm a happy camper. Thanks you all.
Model: CM1100|Nighthawk Multi-Gig Speed Cable Modem—DOCSIS 3.1
Message 6 of 11
plemans
Guru

Re: CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

Glad to hear you got it fixed!
Message 7 of 11
RichardDM
Aspirant

Re: CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

How do I get all Downstream Bonded Channels to be locked. I have one unlocked (#32). Comcast says they can't do it, and Netgear says they can't lock it either. Can I do it myself.  I'm not much of a tech person, but Netgear customer support recommended I get it locked so I don't loose connectivity. Thanks for your ideas.

Model: CM1150V|DOCSIS 3.1 Nighthawk® Multi-Gig Speed Cable Modem for XFINITY® Voice
Message 8 of 11
FURRYe38
Guru

Re: CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

Sometimes the last channel 32, won't be lock in. 

Depends on what ISP supports and signal on the coax line. Have the ISP check the signal and line quality UP to the modem. 
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.


@RichardDM wrote:

How do I get all Downstream Bonded Channels to be locked. I have one unlocked (#32). Comcast says they can't do it, and Netgear says they can't lock it either. Can I do it myself.  I'm not much of a tech person, but Netgear customer support recommended I get it locked so I don't loose connectivity. Thanks for your ideas.


 

Message 9 of 11
vkdelta
NETGEAR Expert

Re: CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

In most areas Comcast has deployed 31 SC-QAM + 1 OFDM and in some areas it is 32 SC-QAM +1 OFDM.

 

you cannot make it 32 if they have not deployed those channels in your area.

 

32 is not that common from what I saw

Message 10 of 11
RichardDM
Aspirant

Re: CM1100 Modem Not All Channels Active "Partial Service" (COX) Gig Service

Thanks everyone for your insights. It sounds like my one unlocked channel is not that much of an issue.  I will update my cable to RG6 cable, and make sure no splitters.

By doing those corrections, does that have any effect on intermittant service? Or does Comcast/Netgear need to do something to lock all channels?

Model: CM1150V|DOCSIS 3.1 Nighthawk® Multi-Gig Speed Cable Modem for XFINITY® Voice
Message 11 of 11
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