Forum Discussion

sniffs's avatar
sniffs
New Contributor
5 years ago

Is service down in 92604?

So, I, like many others, got the email about being moved to 500/10. I thought well, I don't have a DOCSIS 3.0 modem, I have the Motorola MB8600 which is Docsis3.1 I sign into my account and for ...
sniffs's avatar
sniffs
New Contributor
5 years ago

My modem is reporting this over and over.

   16:54:54
Thu Apr 29 2021		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
    16:55:14
Thu Apr 29 2021		   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
    16:55:14
Thu Apr 29 2021		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
  • Dave9's avatar
    Dave9
    Contributor III
    5 years ago

    This indicates that the modem is losing signal completely. Can you post the signal page from the web interface showing all columns including downstream and upstream channels?

    • sniffs's avatar
      sniffs
      New Contributor
      5 years ago
      Startup Sequence    
         Startup Step Status Comment

        
         Acquire Downstream Channel Not Available In Progress
        
         Upstream Connection In Progress Not Ready
        
         Boot State In Progress Not Ready

        
         Configuration File In Progress
        
         Security Disabled Disabled
        



         Connection Status    
         System Up Time 0 days 01h:12m:23s  
        
         Network Access Denied  
        



         Downstream Bonded Channels  
        
         Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
         1 Not Locked Unknown 0 0 0.0 0.0 0 0



         Upstream Bonded Channels  
        
         Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
         1 Not Locked Unknown 0 0 0.0 0.0



         Downstream Frequency Setting    
         Downstream Frequency Select   
        



         LAG Enable/Disable    
         LAG(Link Aggregation Group, or Ethernet Port Bonding)   Disable  Enable      
      • Dave9's avatar
        Dave9
        Contributor III
        5 years ago

        Looks like the modem isn't connecting to the cable network at all. One odd thing is where it shows network access "denied". I'm not sure if that is just the default it shows until you get connected or if it really means the modem is being denied access to the DOCSIS network. That's where I'd start anyway. Chat support is basically useless for any type of complicated issue like this so I suggest you call or e-mail. I've tried to use chat support a couple of times and I always knew much more than them about their own system. Not a good experience.