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.

      • sniffs's avatar
        sniffs
        New Contributor
        5 years ago

        Yeah, a couple weeks ago the mobile app showed an outage so I was chatting with them to get an ETA, they literally told me the issue was my modem... 

        Thanks for the help. I didn't want to call them because my phone is connected to my MBP where I'm bridging the ethernet to bring my network back up, but I guess a little downtime is ok. 😃