Issues with Gigablast

Question

I recently upgraded from the Ultimate Internet packet to Gigablast.&nbsp; I purchased an Arris SB8200 and the DOCSIS 3.1 is not working.&nbsp; It's failing back to DOCSIS 3.0 and giving me the ultimate speeds.&nbsp; I check the event logs and finding the below failures.&nbsp; 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.&nbsp; I called support and they have reset my modem a couple times, still no joy.&nbsp; 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

hihi · Answer

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

carollm · Answer

Hi, I'd like to speak to this for you.&nbsp; 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.&nbsp; Thanks,&nbsp;

dannys · Answer

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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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;"

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