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aoswood

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Issues with Gigablast

I recently upgraded from the Ultimate Internet packet to Gigablast.  I purchased an Arris SB8200 and the DOCSIS 3.1 is not working.  It's failing back to DOCSIS 3.0 and giving me the ultimate speeds.  I check the event logs and finding the below failures.  Any help would be greatly appreciated.

3-10-2018, 12:17:8 Critical(3) "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2c:95:69:5c:bb:81;CMTS-MAC=00:1e:be:ff:3c:b4;CM-QOS=1.1;CM-VER=3.1;"
3-10-2018, 12:15:55 Notice(6) "TLV-11 - unrecognized OID;CM-MAC=2c:95:69:5c:bb:81;CMTS-MAC=00:1e:be:ff:3c:b4;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:39 Warning(5) "DHCP WARNING - Non-critical field invalid in response ;CM-MAC=2c:95:69:5c:bb:81;CMTS-MAC=00:1e:be:ff:3c:b4;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:37 Notice(6) "Honoring MDD; IP provisioning mode = IPv4"
1-1-1970, 0:0:29 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:95:69:5c:bb:81;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
3-10-2018, 12:14:32 Critical(3) "Resetting the cable modem due to docsDevResetNow"
3-10-2018, 11:54:38 Critical(3) "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2c:95:69:5c:bb:81;CMTS-MAC=00:1e:be:ff:3c:b4;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:29 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:95:69:5c:bb:81;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
3-10-2018, 11:44:2 Critical(3) "Resetting the cable modem due to docsDevResetNow"
3-10-2018, 11:30:28 Critical(3) "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2c:95:69:5c:bb:81;CMTS-MAC=00:1e:be:ff:3c:b4;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:29 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:95:69:5c:bb:81;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
3-10-2018, 11:27:56 Critical(3) "Resetting the cable modem due to docsDevResetNow"
3-10-2018, 11:17:51 Critical(3) "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2c:95:69:5c:bb:81;CMTS-MAC=00:1e:be:ff:3c:b4;CM-QOS=1.1;CM-VER=3.1;"

Internet is operational, but only getting around 300 mbs.  I called support and they have reset my modem a couple times, still no joy.  They want to send a tech out but curious if this is a provisioning issue that can be solved without a tech coming out. Here is my current modem status;

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 819000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
148 Locked QAM256 819000000 Hz 3.2 dBmV 39.2 dB 0 0
145 Locked QAM256 801000000 Hz 2.3 dBmV 38.3 dB 0 0
146 Locked QAM256 807000000 Hz 2.5 dBmV 38.5 dB 0 0
147 Locked QAM256 813000000 Hz 2.8 dBmV 38.9 dB 0 0
166 Locked QAM256 927000000 Hz 0.5 dBmV 37.5 dB 0 0
149 Locked QAM256 825000000 Hz 3.1 dBmV 39.2 dB 0 0
150 Locked QAM256 831000000 Hz 2.7 dBmV 38.9 dB 0 0
151 Locked QAM256 837000000 Hz 2.1 dBmV 38.4 dB 0 0
152 Locked QAM256 843000000 Hz 1.9 dBmV 38.3 dB 0 0
153 Locked QAM256 849000000 Hz 2.2 dBmV 38.6 dB 0 0
154 Locked QAM256 855000000 Hz 2.5 dBmV 38.9 dB 0 0
155 Locked QAM256 861000000 Hz 2.3 dBmV 38.9 dB 0 0
156 Locked QAM256 867000000 Hz 1.8 dBmV 38.6 dB 0 0
157 Locked QAM256 873000000 Hz 1.1 dBmV 38.0 dB 0 0
158 Locked QAM256 879000000 Hz 0.8 dBmV 38.0 dB 0 0
159 Locked QAM256 885000000 Hz 1.0 dBmV 38.3 dB 0 0
160 Locked QAM256 891000000 Hz 1.1 dBmV 38.3 dB 0 0
161 Locked QAM256 897000000 Hz 0.8 dBmV 38.1 dB 0 0
162 Locked QAM256 903000000 Hz 0.5 dBmV 37.8 dB 0 0
163 Locked QAM256 909000000 Hz 0.3 dBmV 37.5 dB 0 0
164 Locked QAM256 915000000 Hz 0.5 dBmV 37.6 dB 0 0
165 Locked QAM256 921000000 Hz 0.5 dBmV 37.6 dB 0 0
167 Locked QAM256 933000000 Hz 0.4 dBmV 37.3 dB 0 0
168 Locked QAM256 939000000 Hz 0.1 dBmV 36.8 dB 0 0
193 Locked QAM256 945000000 Hz -0.4 dBmV 36.6 dB 0 0
194 Locked QAM256 951000000 Hz -0.7 dBmV 36.2 dB 0 0
195 Locked QAM256 957000000 Hz -0.4 dBmV 36.5 dB 0 0
196 Locked QAM256 963000000 Hz -0.5 dBmV 36.5 dB 0 0
197 Locked QAM256 969000000 Hz -1.0 dBmV 36.1 dB 0 0
198 Locked QAM256 975000000 Hz -1.4 dBmV 35.6 dB 0 0
199 Locked QAM256 981000000 Hz -1.4 dBmV 35.6 dB 0 0
200 Locked QAM256 987000000 Hz -0.9 dBmV 35.8 dB 0 0

Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 3 Locked SC-QAM 29800000 Hz 6400000 Hz 37.8 dBmV
2 1 Locked SC-QAM 18400000 Hz 3200000 Hz 35.4 dBmV
3 2 Locked SC-QAM 23300000 Hz 6400000 Hz 36.3 dBmV
4 4 Locked SC-QAM 36300000 Hz 6400000 Hz 37.8 dBmV

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hihi

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hey i had the same issue.... keeps on connecting at 3.0.  only getting around 650 mbps. did you end up resolving your issue?

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CarolLM

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267 Messages

Hi, I'd like to speak to this for you.  Please reach out to us via Twitter DM, Facebook private message or email at cox.help@cox.com and include a link to your post.  Thanks, 

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DannyS

Moderator

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607 Messages

Hello hihi, This appears as if you may need for someone to look into your account personally. We can definitely be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email by at cox.help@cox.com. Provide us the name on the account with the full service address with a link to this thread so we can get started.

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