Highlighted
arkon
Level 3: Gumshoe

Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

Answered

Hi everyone

 

I recently upgraded from 30mb cable to ultimate cable a week ago and the new modem has trouble getting sync and when it does it drops out a couple of times a day . To fix it I have to power cycle the modem and connect and disconnect the coax cables a couple of times. I am using the 2 cables and splitter that came with the modem , with foxtel on the other end of the splitter . It does the same thing without the splitter connected straight to the coax point . I have 2 points in the house , both do the same thing . I have tried the old coax cable from the old modem and same thing . The old cg814 cable modem connects instantly and would stay connected for months.

 

Here are the connection stats :

 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel391000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabled

BPI+

 

 

 

Downstream Bonded Channels
Lock StatusModulationChannel IDSymbol rateFrequencyPowerSNRDOCSIS/EuroDOCSIS locked
LockedQAM642056952000 sym/sec391000000 Hz-8.1 dBmV35.4 dBEuroDOCSIS
LockedQAM642016952000 sym/sec359000000 Hz-5.7 dBmV37.5 dBEuroDOCSIS
LockedQAM642026952000 sym/sec367000000 Hz-7.1 dBmV36.1 dBEuroDOCSIS
LockedQAM642036952000 sym/sec375000000 Hz-8.4 dBmV35.0 dBEuroDOCSIS
LockedQAM642046952000 sym/sec383000000 Hz-8.5 dBmV35.1 dBEuroDOCSIS
LockedQAM642066952000 sym/sec399000000 Hz-7.9 dBmV35.6 dBEuroDOCSIS
LockedQAM642076952000 sym/sec407000000 Hz-7.9 dBmV35.7 dBEuroDOCSIS
LockedQAM642086952000 sym/sec415000000 Hz-8.0 dBmV35.6 dBEuroDOCSIS

Upstream Bonded Channels
Lock StatusModulationChannel IDSymbol RateFrequencyPower
LockedATDMA32560 Ksym/sec48600000 Hz55.0 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV

 

and some modem logs

 

TimePriorityDescription
 Time Not Established  Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 01:02:55 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 01:02:32 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 01:02:09 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 01:01:46 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 01:01:15 2013   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 01:00:07 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:59:20 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:58:32 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:57:44 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:57:20 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:56:55 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:56:32 2013   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:55:39 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:54:52 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:54:03 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:53:16 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:52:52 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:52:28 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:52:04 2013   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:51:36 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 28 00:50:21 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.1;CM-VER=3.0; 
 Sun Apr 28 00:50:06 2013   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established  Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established  Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:62;CM-QOS=1.0;CM-VER=3.0; 
 Sat Apr 27 11:13:41 2013   Critical (3)  Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:e5:2a:6c:88:bc;CMTS-MAC=00:25:84:57:1b:76;CM-QOS=1.0;CM-VER=3.0; 

 

When its working its great , speedtest.net gave 111mb download 7ms ping .

 

Any help would be appreciated . I should also disclose I work for telstra however this is my personal cable account.

 

Thanks,

 

Alistair

1 ACCEPTED SOLUTION

Accepted Solutions
arkon
Level 3: Gumshoe
Accepted Solution

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

its been 1 week .......

 

internet has been perfect! even in heavy storms for the last couple of days it has not had a single hiccup , speeds are around 100mbps , up voltage has even dropped a little to 54-55 , still high .

 

i proclaim ultimate cable - internet worthy of the first world!

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12 REPLIES 12
Level 20: Director

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

In reply: @arkon

 

EDIT: Awesome job at supplying fantastic info BTW! 

 

Looking at your modem signal levels, they are rather sick.

 

You're SNR is very low (low end), and your upstream power level is at specification (high end).

 

If you remove the splitter from the cable modem, does your SNR/UP improve?

 

That being said, I think you have probably not got the ideal settings, for the CG3100D-2, and would suggest that you start here first, then if you still have issue's, contact BPTS and have a tech go over your connection to street to sort out the low SNR and high UP.

 

I have setup an online GUI for the best settings for a BP Ultimate cable connection for the CG3100D-2 specifically.

 

Just follow the settings from the online GUI to your own GUI and test the unit after applying all the settings to see if you find it helpful.

 

Here is the online GUI: http://goo.gl/JqsnC

 

Or if you prefer a QR code:

 

QR code

 

I still suspect that your modem signal levels are the fault here and should be checked out by a tech ASAP.

 

Keep us updated on how you get on Smiley Happy

arkon
Level 3: Gumshoe

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

Thanks for the quick reply . I can't find anything in the modem config relating to the actual cable connection settings , everything is for wifi/firewall/dhcp etc. Everything else on the modem is working great , wifi is excellent compared to the old cg814w , no reboots or resets due to to NAT . 

 

If I disconnect the splitter I get maybe 1dbmv down better power loss , similar SNR , Similar UP power, but still encounter the problems . Although I have 2 cable points one of them is down the far end of the house which means no wifi , so I really need to use the main room connection and a splitter . For the sake of testing I have tried that point also , same issues , similar connection stats.

 

Having said that it doesn't look like the 1dbmv will make much of a difference and I also think its a problem with the line . Also I have noticed that the power levels fluctuate a bit , I have seen as much as -10dbmv on some of the channels from time to time.

 

I am pretty much just trying to tick off everything until I engage BPTS .......... 

Level 20: Director

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

In reply: @arkon

 

Unfortunately, I suspect that your tap needs replacing, hence the need to contact BPTS and organise a tech visit.

 

Usually, if you have had cable for over 5 years, and/or had recent flooding/moisture in the pit, then it is time for a new tap as these components corrode normally over time, due to moisture.

 

These things usually start to come up in the winter/colder/wetter months.

 

So my final suggestion is to contact BPTS and let them know your symptoms (dropouts/difficulty re-connecting etc), that you need to book a tech to visit.

 

EDIT: I should mention that I was not talking about NAT, but specifically wireless issue's due to QoS and firewall etc

 

Let us know how you get on Smiley Happy

Level 20: Director

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

In reply: @arkon

 

I should also mention:

 

Please make sure you have connected the new PSU to the CG3100D-2 as the old Netgear CG814WG PSU is not suitable for the new CG3100D-2 and will damage the newer unit.

arkon
Level 3: Gumshoe

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

thanks for your help Extreame. Using the correct PSU

 

Called BPTS , they confirmed they are seeing errors on their end too , sending out a tech on thursday to go through everything . I'll update once thats passed .

 

Hopefully its something out on the street because the house is a mess and the garage is full making access to the internal splitter for the house difficult!

 

I'm pretty sure your spot on about the tap though , cable to the house has to be atleast 10 years old and I am pretty sure I am the first person to ever use it so I doubt its been touched since first install.

 

As a reference so I can check when the tech comes what kind of connection stats should I see for down power and snr and up power ?

Level 20: Director

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

In reply: @arkon

 

Glad you have confirmed the correct PSU.

 

It worries me when people go to Ultimate from Elite, as it is an issue that customers do not think it makes any difference, when it does and can cause more issue's than anything.

 

And to be fair, many people just do not think it matters or it is simply not on their minds when changing the modems, and just plug it back into the old PSU.

 

That said, If it is not the tap, I will be very surprised indeed, although the galvanic isolator will probably be should be replaced, and you will have to make a pathway for the tech if these items are not easily accessible Smiley Very Happy

 

As a reference, I can't give you a guide to what your power levels will be, but usually we look for:

 

 

SNR at 38+dBmV (anything above 36+ or higher is better - all channels/frequencies)

UP at around 38 to 41dB (Splitter/Attenuator dependent)

 

You can see the working power levels for EuroDOCSIS 3.0 here in my blog (and some info regarding splitters/attenuators), although in your situation, I would not be all that concerned about it unless the tech thinks a re-wire, removing any unnecessary splitters/coax runs/attenuators, is best. 

 

A good read, regardless Smiley Happy

 

Please do keep us updated on how things progress Smiley Tongue

 

 

 

 

arkon
Level 3: Gumshoe

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

tech came today , half an hour before the appointment , house was still a mess!

 

checked a couple of pits to find ours , had 2 4way taps in the pit , tap was good , cable end was not sealed and corroded , put a new connector on sealed it properly , one of the empty connectors was missing a terminator so replaced that ,

 

stats are pretty similar , still quite high up but will monitor and see , tech said not to worry to much about the modem stats and the corrosion is often the cause of the drop outs .

 

also he mentioned to maybe get an amplifier/splitter installed instead of using the little BP supplied one . But when I take the splitter off and go direct I get similar results so not sure if that will help.

 

I'll let everone know how it goes in a week or two.

Level 20: Director

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

In reply: @arkon

 

Can you please post a screenshot (not a copy/paste) of your modem signal levels now.

 

I don't see how an amp will help with your connection, but I would like to see your modem signal levels first before commenting further on that.

 

Looking forward to your reply Smiley Happy

arkon
Level 3: Gumshoe

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

connection.png

pretty similar . but has been up 24hours now so off to a good start .also syncs up immedietly instead of taking ages/having to mess around with the cable .

Level 20: Director

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

In reply: @arkon

 

Your upstream power levels are beyond specification (the modem is "yelling" at the CMTS unit), and this needs to be rectified.

 

It may take a L2+ tech to get this fixed, so if you start to have issue's please contact BPTS and have them escalate to L2 or above to have this issue rectified.

 

Let us know how you get on Smiley Happy

arkon
Level 3: Gumshoe
Accepted Solution

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

its been 1 week .......

 

internet has been perfect! even in heavy storms for the last couple of days it has not had a single hiccup , speeds are around 100mbps , up voltage has even dropped a little to 54-55 , still high .

 

i proclaim ultimate cable - internet worthy of the first world!

Level 20: Director

Re: Ultimate Cable Upgrade CG3100-D2 trouble connecting and dropouts

In reply: @arkon

 

Hey look, even though those power levels are still very high, it is good to hear that you have a stable connection.

 

Glad that you are enjoying your Ultimate cable Smiley Very Happy

 

If you need any further advice, please feel free to reply or start a new thread Smiley Happy

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