Forum Discussion

Kylerob66's avatar
Kylerob66
New Contributor
6 years ago

Netgear CM500 has a ton of uncorrectables, Synch time outs, T3 and T4 errors.

I am having a ton of internet issues ranging from the internet cutting out completely, internet lagging for a couple of seconds, slow speeds, and on occasion connection issues to the wifi. 

I will post my event logs and modem status below so hopefully i can get started solving this.  This is a new modem and new router. I had the exact same issues with Cox's panoramic cable/modem combo. I thought that might be the issue, but this confirms it wasn't. Any help at all would be appreciated.  

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 843000000 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 11 843000000 Hz 5 dBmV 38.9 dB 3601 2128
2 Locked QAM256 9 831000000 Hz 4.8 dBmV 39 dB 2957 1714
3 Locked QAM256 10 837000000 Hz 4.9 dBmV 39.1 dB 2969 2142
4 Locked QAM256 12 849000000 Hz 4.6 dBmV 38.9 dB 3881 2045
5 Locked QAM256 13 855000000 Hz 4.6 dBmV 38.8 dB 4608 2569
6 Locked QAM256 14 861000000 Hz 4.4 dBmV 38.7 dB 6521 3097
7 Locked QAM256 15 867000000 Hz 4.1 dBmV 38.6 dB 8263 4203
8 Locked QAM256 16 873000000 Hz 3.9 dBmV 38.3 dB 10794 4211
9 Locked QAM256 25 927000000 Hz 1.6 dBmV 37 dB 351689 28049
10 Locked QAM256 26 933000000 Hz 1.2 dBmV 36.9 dB 392629 35120
11 Locked QAM256 27 939000000 Hz 1 dBmV 36.8 dB 376822 33509
12 Locked QAM256 28 945000000 Hz 1 dBmV 36.9 dB 302481 17837
13 Locked QAM256 29 951000000 Hz 0.6 dBmV 36.8 dB 205605 6005
14 Locked QAM256 30 957000000 Hz 0.2 dBmV 36.5 dB 106977 1457
15 Locked QAM256 31 963000000 Hz 0.5 dBmV 36.8 dB 41161 972
16 Locked QAM256 32 969000000 Hz -0.1 dBmV 36.4 dB 16740 630
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 29800000 Hz 37.7 dBmV
2 Locked ATDMA 1 2560 Ksym/sec 18400000 Hz 37.7 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 23300000 Hz 37.7 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 37.7 dBmV

Event Logs 

Time Priority Description
2019-3-12, 08:52:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 08:52:55 Critical (3) No UCDs Received - Timeout;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 08:52:56 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 08:53:13 Critical (3) No UCDs Received - Timeout;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 08:53:14 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 08:53:31 Critical (3) No UCDs Received - Timeout;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 08:53:32 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 08:53:49 Critical (3) No UCDs Received - Timeout;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 08:53:50 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 08:54:07 Critical (3) No UCDs Received - Timeout;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 08:54:08 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 08:54:25 Critical (3) No UCDs Received - Timeout;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 08:54:26 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-12, 13:55:31 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.1;CM-VER=3.0;
2019-3-13, 13:00:35 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.1;CM-VER=3.0;
2019-3-13, 13:01:15 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-27, 00:20:31 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.1;CM-VER=3.0;
2019-3-27, 00:39:54 Critical (3) Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:26 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-30, 00:48:31 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.1;CM-VER=3.0;
2019-3-30, 02:26:11 Critical (3) Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:22 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:27 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.0;CM-VER=3.0;
2019-3-30, 02:28:06 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.1;CM-VER=3.0;
2019-3-30, 02:32:25 Critical (3) Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2019-3-30, 02:34:20 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.1;CM-VER=3.0;
2019-3-30, 03:44:04 Critical (3) Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:28 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:22 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:33 Notice (6) Honoring MDD; IP provisioning mode = IPv4
1970-1-1, 00:00:36 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.0;CM-VER=3.0;
2019-3-31, 06:23:27 Notice (6) TLV-11 - unrecognized OID;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.1;CM-VER=3.0;
2019-3-31, 06:24:14 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.1;CM-VER=3.0;
2019-4-3, 18:23:23 Error (4) DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.1;CM-VER=3.0;
2019-4-3, 18:23:23 Notice (6) DHCP Renew - lease parameters UTC Time Offset modified;CM-MAC=40:5d:82:f0:28:70;CMTS-MAC=84:8a:8d:f0:49:d0;CM-QOS=1.1;CM-VER=3.0;
cable modem
connection issues
ConnectionLoss
poor speed

4 Replies

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  • Nighthawk90's avatar
    Nighthawk90
    New Contributor
    6 years ago

    I can't give you a solution but I want to add that I'm also having the issue (my logs look just like yours), except I already tried talking to Cox. Cox has been useless in helping so I'll just add to your post here maybe somebody here has a solution. I even had a tech come to my house who couldn't fix this issue, though they agreed it was an issue with the lines coming into my house (they claim to have done some repairs, but they either lied or the repairs didn't fix it)

    So don't let Cox try to shift the blame, they tried that with me at first. the blame is clearly on them, they have so far been unable or unwilling to fix it.

    • LisaH's avatar
      LisaH
      Moderator
      6 years ago
      Hi Kylerob66 and Nighthawk90. If you are having an issue with your internet service, please email cox.help@cox.com and include this link along with your complete address and name on the account and we will be glad to help you to get this resolved. Thanks, Lisa -Cox Support Forums Moderator
  • Kylerob66's avatar
    Kylerob66
    New Contributor
    6 years ago
    Procedure Status Comment
    Acquire Downstream Channel 843000000 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 11 843000000 Hz -0.3 dBmV 39.6 dB 4019 2155
    2 Locked QAM256 9 831000000 Hz -1.8 dBmV 39.4 dB 2988 1714
    3 Locked QAM256 10 837000000 Hz -0.7 dBmV 39.6 dB 3062 2142
    4 Locked QAM256 12 849000000 Hz -1.4 dBmV 39.5 dB 5352 2116
    5 Locked QAM256 13 855000000 Hz -1.9 dBmV 39.3 dB 10231 2950
    6 Locked QAM256 14 861000000 Hz -5.9 dBmV 37.3 dB 21773 4018
    7 Locked QAM256 15 867000000 Hz -7 dBmV 37.1 dB 45684 9043
    8 Locked QAM256 16 873000000 Hz -5.6 dBmV 37.9 dB 68433 30523
    9 Locked QAM256 25 927000000 Hz -6.7 dBmV 37.2 dB 418087 63127
    10 Locked QAM256 26 933000000 Hz -7.2 dBmV 37.1 dB 449836 50555
    11 Locked QAM256 27 939000000 Hz -8.2 dBmV 36.6 dB 418728 39961
    12 Locked QAM256 28 945000000 Hz -11.6 dBmV 34.2 dB 330810 20865
    13 Locked QAM256 29 951000000 Hz -16.8 dBmV 30.3 dB 268062 7254
    14 Locked QAM256 30 957000000 Hz -15.5 dBmV 31.7 dB 117775 1778
    15 Locked QAM256 31 963000000 Hz -17.5 dBmV 29.7 dB 48783 1056
    16 Locked QAM256 32 969000000 Hz -17.2 dBmV 30 dB 20081 718
     

    Upstream Bonded Channels

    Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    1 Locked ATDMA 3 5120 Ksym/sec 29800000 Hz 37.7 dBmV
    2 Locked ATDMA 1 2560 Ksym/sec 18400000 Hz 37.7 dBmV
    3 Locked ATDMA 2 5120 Ksym/sec 23300000 Hz 36.2 dBmV
    4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 36.2 dBmV
     

    Current System Time:Thu Apr 04 05:21:56 2019

    I'm glad it happened to rain this morning and i was able to capture this. I have had a ton of problems when any weather occurs as well. I believe back in september/october it was even worse. I called cox and a tech came out and installed a new aerial drop to my house. It got better for awhile, then it rained again and no matter how many times i explained to customer support from then until now; no one is willing to at the very least look further into the issue. I will email cox and give an update later.

    • sclose81's avatar
      sclose81
      New Contributor
      6 years ago

      this is too funny ... I'm having the same exact issue and posted at 4am this morning ... the last tech that was here said he upgraded the call to engineering and gave me a 72 hour window and I have heard nothing back . and Im still getting packet errors like crazy  along with disconnects and timeouts and its been almost a week