Re: CM2050V unstable after Comcast updated firmware

garyhoooper · ‎2023-10-31

Same problem here in East Bay, California, starting late September. It stops responding every 1-8 days; a physical power cycle is the only way to recover it.

Xfinity Chat "reprovisioned it", but it is still failing.

Has anyone been able to resolve this?

garyhoooper · ‎2023-12-07

Comcast just pushed the old firmware (V02.01.03) to my modem, replacing the broken V09.01.01! Fingers crossed that the problem is solved.

800-COMCAST was totally useless for this problem. I was told that Xfinity never changes the firmware (apparently they don't even have the capability to do so), that I should contact Netgear for support, etc. Over 10 calls resulted in the same result. Two techs came on site, and both said that it was a modem problem, but would not/could not solve it because it was my modem. I was repeatedly told to rent an Xfinity modem.

DSL Reports was the only access to knowledgeable support. Although it was a slow interaction, they acknowledged the problem, investigated it, and said that a downgrade was forthcoming. Hopefully the company is rolling the downgrade out to everyone and not just those who find DSL Reports for help.

View solution in original post

FURRYe38 · ‎2023-10-31

Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-m...
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-mode...

garyhoooper · ‎2023-10-31

Cable Diagnostic

Status: Good

Action:
Your setup looks fine. If you can't access the internet, make sure you properly activated the modem. If modem has been activated and you still can't access the internet, contact your service provider for troubleshooting help.
If you can access the internet but has other internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info.

CM Status: Good

Downstream Status: Good

Downstream Power Level: Good

Downstream SNR Level: Good

Upstream Status: Good

Upstream Power Level: Good

Current Time: Tue Oct 31 10:31:07 2023

Startup Procedure
Acquire Downstream Channel: 435000000 Hz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+
IP Provisioning Mode: Honor MDD IPv6 only

Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 4 435000000 Hz 1.7 43 0 0
2 Locked QAM256 1 417000000 Hz 1.6 43 0 0
3 Locked QAM256 2 423000000 Hz 1.5 43 0 0
4 Locked QAM256 3 429000000 Hz 1.7 43 0 0
5 Locked QAM256 5 441000000 Hz 1.1 42.8 0 0
6 Locked QAM256 6 447000000 Hz 1.5 42.9 0 0
7 Locked QAM256 7 453000000 Hz 1.6 42.9 0 0
8 Locked QAM256 8 459000000 Hz 1.6 42.9 0 0
9 Locked QAM256 9 465000000 Hz 1.3 42.8 0 0
10 Locked QAM256 10 471000000 Hz 1.5 42.8 0 0
11 Locked QAM256 11 477000000 Hz 1.4 42.8 0 0
12 Locked QAM256 12 483000000 Hz 1.2 42.7 0 0
13 Locked QAM256 13 489000000 Hz 1.3 42.7 0 0
14 Locked QAM256 14 495000000 Hz 1 42.6 0 0
15 Locked QAM256 15 501000000 Hz 0.9 42.5 0 0
16 Locked QAM256 16 507000000 Hz 0.7 42.4 0 0
17 Locked QAM256 17 513000000 Hz 0.8 42.5 0 0
18 Locked QAM256 18 519000000 Hz 0.9 42.5 0 0
19 Locked QAM256 19 525000000 Hz 0.6 42.5 0 0
20 Locked QAM256 20 531000000 Hz 0.6 42.4 0 0
21 Locked QAM256 21 537000000 Hz 0.6 42.3 0 0
22 Locked QAM256 22 543000000 Hz 0.3 42.2 0 0
23 Locked QAM256 23 549000000 Hz 0.1 42.1 0 0
24 Locked QAM256 24 555000000 Hz 0.2 42.1 0 0
25 Locked QAM256 25 561000000 Hz 0.4 42.2 0 0
26 Locked QAM256 26 567000000 Hz 0.4 42.1 0 0
27 Locked QAM256 27 573000000 Hz 0.2 42.1 0 0
28 Locked QAM256 28 579000000 Hz 0.3 42.1 0 0
29 Locked QAM256 29 585000000 Hz 0.4 42.1 0 0
30 Locked QAM256 30 591000000 Hz 0.1 42 0 0
31 Locked QAM256 31 597000000 Hz 0.1 41.9 0 0
32 Locked QAM256 32 603000000 Hz 0.2 41.9 0 0

Upstream Bonded Channels
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 41.3 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 40.5 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 41.8 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 42.5 dBmV
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0

Downstream OFDM Channels
Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable
1 Locked 0 ,1 ,2 ,3 193 957000000 Hz -2.42 dBmV 39.0 dB 148 ~ 3947 3151767 2159273 0
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0

Upstream OFDMA Channels
Channel LockedStatus ProfileID ChannelID Frequency Power
1 Locked 3 ,4 ,10 ,11 ,12 ,13 41 36200000 Hz 40.0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV

Event Log
Time Priority Description
Tue Oct 31 10:26:54 2023 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 10:26:48 2023 Notice (6) TLV-11 - unrecognized OID;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 10:23:59 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 12 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 10:23:43 2023 Warning (5) MDD message timeout;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 10:06:03 2023 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 10:05:56 2023 Notice (6) TLV-11 - unrecognized OID;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 10:04:50 2023 Warning (5) ToD request sent - No Response received;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 09:24:33 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 5 6 7 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 09:24:14 2023 Warning (5) MDD message timeout;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 09:24:13 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 5 6 7 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 09:24:04 2023 Warning (5) MDD message timeout;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 09:23:39 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 09:23:22 2023 Warning (5) MDD message timeout;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 08:47:19 2023 Notice (6) US profile assignment change. US Chan ID: 41; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 08:46:58 2023 Notice (6) US profile assignment change. US Chan ID: 41; Previous Profile: 13; New Profile: 12 13.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 08:46:52 2023 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 08:46:46 2023 Notice (6) TLV-11 - unrecognized OID;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 08:02:17 2023 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 08:02:13 2023 Notice (6) TLV-11 - unrecognized OID;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 08:02:03 2023 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Tue Oct 31 07:34:45 2023 Warning (5) ToD request sent - No Response received;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 07:33:49 2023 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 07:33:45 2023 Notice (6) TLV-11 - unrecognized OID;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 07:33:36 2023 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Tue Oct 31 07:23:58 2023 Warning (5) ToD request sent - No Response received;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 07:23:02 2023 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 07:22:57 2023 Notice (6) TLV-11 - unrecognized OID;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 07:22:49 2023 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Tue Oct 31 07:16:17 2023 Warning (5) ToD request sent - No Response received;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 07:15:21 2023 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 07:15:16 2023 Notice (6) TLV-11 - unrecognized OID;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 07:15:08 2023 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Tue Oct 31 07:08:35 2023 Warning (5) ToD request sent - No Response received;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 31 07:07:38 2023 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d5:83:00;CMTS-MAC=00:90:f0:25:08:00;CM-QOS=1.1;CM-VER=3.1;

Kitsap · ‎2023-11-01

Please let us know if you have any success over on the DSL Reports Comcast Direct forum.

Have you requested help on the Reddit Comcast_Xfinity sub-forum?

https://www.reddit.com/r/Comcast_Xfinity/wiki/knowledgebase/next-generation-internet/

FURRYe38 · ‎2023-11-01

Power levels are good.

Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem.

Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended.

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.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

Be aware that the ISP is doing some mid-split configurations on there network. Something to ask them about.

garyhoooper · ‎2023-11-01

How does one "Be sure the ISP provisions the modem correctly."? I've been on the phone so many times with Xfinity, trying to communicate that this is the likely problem. I see that changes have occurred, as the firmware is newer and my upload speeds are faster. Tech support does not seem to understand that this could be the source of the problem, nor the concept of escalation!

FURRYe38 · ‎2023-11-01

Something to keep on the ISP about. Hopefully you'll find someone more experienced up the line as this user did:

https://community.netgear.com/t5/Cable-Modems-Gateways/Nighthawk-CM2050V-Comcast-Firmware-Killed-Spe...

garyhoooper · ‎2023-11-01

@Kitsap, I too am having problems getting Comcast to help me. My 2050V was rock solid for 34 months until end of September 2023, seemingly due to Comcast changes.

Are you suggesting to forgo the unproductive hours on the phone and my formerly beloved 2050V, and pay $15/mo for their modem/gateway? (Comcast's competitors in my area offer only 50Mb speeds.)

@Kitsap wrote:

The sooner you start having Comcast charge your credit card for a gateway lease, the better you will feel.

My CM2050V has been in service since September 2021 and has not missed a beat. The first firmware update was a few weeks ago as Comcast is working on their infrastructure for the mid-split configuration update.

Kitsap · ‎2023-11-01

@garyhoooper wrote:
How does one "Be sure the ISP provisions the modem correctly."? I've been on the phone so many times with Xfinity, trying to communicate that this is the likely problem. I see that changes have occurred, as the firmware is newer and my upload speeds are faster. Tech support does not seem to understand that this could be the source of the problem, nor the concept of escalation!

You don't for certain. That is where direct written communication with Comcast employees on the DSL Reports Comcast Direct forum or on the Reddit Comcast_Xfinity forum comes in to play.

What is the firmware version that is currently installed on your CM2050V?

Kitsap · ‎2023-11-01

@garyhoooper wrote:

@Kitsap, I too am having problems getting Comcast to help me. My 2050V was rock solid for 34 months until end of September 2023, seemingly due to Comcast changes.

Are you suggesting to forgo the unproductive hours on the phone and my formerly beloved 2050V, and pay $15/mo for their modem/gateway? (Comcast's competitors in my area offer only 50Mb speeds.)

@Kitsap wrote:

The sooner you start having Comcast charge your credit card for a gateway lease, the better you will feel.

My CM2050V has been in service since September 2021 and has not missed a beat. The first firmware update was a few weeks ago as Comcast is working on their infrastructure for the mid-split configuration update.

NO!

You are quoting a post midway through a separate thread out of context. You need to read the complete thread to the end!

I note from the cable information post in your other thread on this subject, you already have the upstream OFDMA channel in place. Your situation, your installation, and the progress Comcast has made with the mid-split upgrade in your area is different.

Your answers will come direct from the responses from the Comcast employees that support in DSL Reports and Reddit forums.

db3058 · ‎2023-11-01

Comcast fixed my issue.. the modem was improperly provisioned inside their office and had nothing to do with outside plant. It took 4 weeks and 15 trouble tickets.. I think they just kept escalating it until they found someone who knew what he was doing which is close to impossible with Comcast

garyhoooper · ‎2023-11-01

@Kitsap wrote:
What is the firmware version that is currently installed on your CM2050V?

I'm using Firmware Version V9.01.01, presumably installed by Comcast.

FURRYe38 · ‎2023-12-01

Any progress on this?

@garyhoooper wrote:

I'm using Firmware Version V9.01.01, presumably installed by Comcast.

garyhoooper · ‎2023-12-01

It's a painful process. The Xfinity 800 number is useless. Comcast Direct finally provided the following on Nov 28, with no ETA provided:

This is a known issue, engineering team will be rolling back FW shortly.

I asked when, and the response was:

We are still waiting to hear back on the rollback, as soon as I get a date I'll share.

At least there appears to admission of the a problem.

garyhoooper · ‎2023-12-07

Comcast just pushed the old firmware (V02.01.03) to my modem, replacing the broken V09.01.01! Fingers crossed that the problem is solved.

800-COMCAST was totally useless for this problem. I was told that Xfinity never changes the firmware (apparently they don't even have the capability to do so), that I should contact Netgear for support, etc. Over 10 calls resulted in the same result. Two techs came on site, and both said that it was a modem problem, but would not/could not solve it because it was my modem. I was repeatedly told to rent an Xfinity modem.

DSL Reports was the only access to knowledgeable support. Although it was a slow interaction, they acknowledged the problem, investigated it, and said that a downgrade was forthcoming. Hopefully the company is rolling the downgrade out to everyone and not just those who find DSL Reports for help.

FURRYe38 · ‎2023-12-07

Glad to hear they are taking responsibility. Thanks for letting us know.

jeburnett2022 · ‎2023-12-20

Got this email from Comcast today. I assume they are referring to the problems in this thread. Mine seems to be fine and I checked it is running v 2,01.03

garyhoooper · ‎2023-12-20

I just received an email as well:

We've noticed intermittent connectivity issues with your internet service and have identified the cause to be a defect with your NETGEAR CM2050V internet modem. NETGEAR is working on a software update that should fix the problem. Because the update may not be available for several months, we have taken steps in the interim to stabilize your connection and provide you with the best possible experience. These proactive measures should resolve your intermittent connectivity issues and provide you with fast speeds, but your modem may not achieve the full upstream speeds included in your Xfinity Internet package until the NETGEAR CM2050V software update is deployed.

This came after close to 3 months of trying to convince them that the issue existed, and that a firmware restoration (downgrade) was required.

FURRYe38 · ‎2023-12-20

Also:

https://community.netgear.com/t5/Cable-Modems-Gateways/NOTICE-NETGEAR-CM2050v-Modem-and-Comcast-XFin...