Not applicable

CM 600 Frequently Dropping Internet Connections

I recently purchased the CM600 to upgrade the SB1690 from spectrum. I am frequently getting connection dropouts. A tech was recently at my house for over an hour performing some rewiring cable lines so everything should be good in that regard. I have contacted support and all the reccomend is me restarting my modem and router. I shouldn't have to do it 4 times a day in order for my internet to work. I am pretty tech savvy so any feedback would be appreciated. Thank you. 

2018-12-03, 00:46:32Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:01:5c:8c:16:63;CM-QOS=1.1;CM-VER=3.0;
2018-12-03, 00:46:32Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:01:5c:8c:16:63;CM-QOS=1.1;CM-VER=3.0;
2018-11-30, 03:39:11Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:01:5c:8c:16:63;CM-QOS=1.1;CM-VER=3.0;
2018-11-29, 17:15:09Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:15:04Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:15:04Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:14:32Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:14:31Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:13:58Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:13:57Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:13:25Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:13:24Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:12:52Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:12:51Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:12:18Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:12:17Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:11:45Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:11:44Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:11:12Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:11:11Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:10:39Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:10:38Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:10:05Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:10:04Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:09:32Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:09:32Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:08:59Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:08:58Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:08:25Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:08:24Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:07:53Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:07:52Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:07:19Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:07:18Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:06:45Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:06:45Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:06:13Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:06:12Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-11-29, 17:05:39Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:f9:a8:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel663000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeOverride MDDIPv6 only
 

<tabindex=-1>Downstream Bonded Channels

ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25614663000000 Hz-1.5 dBmV38.3 dB00
2LockedQAM2561585000000 Hz1.2 dBmV39.9 dB00
3LockedQAM2562591000000 Hz1.1 dBmV39.9 dB00
4LockedQAM2563597000000 Hz1.0 dBmV39.8 dB00
5LockedQAM2564603000000 Hz0.8 dBmV39.8 dB00
6LockedQAM2565609000000 Hz0.6 dBmV39.6 dB00
7LockedQAM2566615000000 Hz0.4 dBmV39.5 dB00
8LockedQAM2567621000000 Hz0.1 dBmV39.3 dB00
9LockedQAM2568627000000 Hz-0.2 dBmV39.2 dB00
10LockedQAM2569633000000 Hz-0.5 dBmV39.0 dB00
11LockedQAM25610639000000 Hz-0.7 dBmV38.7 dB00
12LockedQAM25611645000000 Hz-0.9 dBmV38.8 dB00
13LockedQAM25612651000000 Hz-1.0 dBmV38.7 dB00
14LockedQAM25613657000000 Hz-1.3 dBmV38.3 dB00
15LockedQAM25615669000000 Hz-1.7 dBmV38.1 dB00
16LockedQAM25616675000000 Hz-1.7 dBmV36.7 dB00
17LockedQAM25618681000000 Hz-2.1 dBmV38.2 dB00
18LockedQAM25619687000000 Hz-1.8 dBmV38.6 dB00
19LockedQAM25620693000000 Hz-1.2 dBmV39.0 dB00
20LockedQAM25621699000000 Hz-1.1 dBmV39.0 dB00
21LockedQAM25622705000000 Hz-1.1 dBmV38.9 dB00
22LockedQAM25623711000000 Hz-1.5 dBmV38.6 dB00
23LockedQAM25624717000000 Hz-1.5 dBmV38.2 dB00
24LockedQAM25625723000000 Hz-1.6 dBmV38.2 dB00
 

<tabindex=-1>Upstream Bonded Channels

ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA425120 Ksym/sec24200000 Hz38.3 dBmV
2LockedATDMA442560 Ksym/sec37000000 Hz39.0 dBmV
3LockedTDMA412560 Ksym/sec19400000 Hz38.3 dBmV
4LockedATDMA435120 Ksym/sec30600000 Hz39.8 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
5 REPLIES 5
Browser

Re: CM 600 Frequently Dropping Internet Connections

Sorry.. I dont have an answer for you but I'm having the same issue with the same modem.

 

Has been working perfectly for months and starting doing what you describe since Monday.

Spectrum support is useless, and they won't troubleshoot since they say there's a reported outage in my area... even tho it appears I'm ne only one in that "area" since my neighbors don't have the problem.

Lead Moderator

Re: CM 600 Frequently Dropping Internet Connections

@JAAS666  We encourage you to begin your own thread. 2 connectivity issues in different areas are very very unlikely to be caused by the same issue. 

 

Information that would be helpful to post can be found here: DATA-TO-POST-TO-GET-HELP-FROM-THE-COMMUNITY

 

@kylesuff   In checking on the modem connection, provided it is the account I was able to locate by your email address, I am not seeing anything in the logs after 11/29, signal levels 

are looking good currently from our end. 

 

When you are rebooting are you doing the modem then the router? When you drop connection what is happening with the lights on both devices? 

 

@karlbeckman what is your take on this? 

 

Regards,

Julia R.

Spectrum-Social Media Customer Care

Lead Moderator-Community Forums

Proven Sharer

Re: CM 600 Frequently Dropping Internet Connections

@Julia_RMy first thoughts would be:  Is the CM600 modem/router combo finally on the APPROVED list for Spectrum customer purchase and installation? 

Did the customer go through the registration process, providing the Chat or Tech Help desk operator with the EXACT MAC ID number of his new device? After that he should wait at least 24 hours for the boot programming to be pushed out to the modem.  It normally goes out overnight between 1 AM and 6 AM, just like set-top box updates.

If not, the modem may be set up incorrectly.  Help Desk can fix that by sending the config file to the modem a second time.  The MAC ID has to match the device 100%!

 

His signal levels up and down both look good, but the error counts are all zeros.  There isn't a modem built that doesn't detect a few corrected or uncorrectable errors in the first 24 hours of operation.  I do wish Spectrum would stop programming the modems to hide those counter tables from both your customers and techs!

Helper

Re: CM 600 Frequently Dropping Internet Connections

I assume you meant the SB6190? The CM600 isn't exactly an "upgrade" unless you are a power user having latency issues.  Were you having these dropouts before with the 6190?

Sharer

Re: CM 600 Frequently Dropping Internet Connections

Longshot... but could try setting your starting frequency to a channel in the 700mhz band (like 705000) to see if it improves. Might be getting some weirdness from Tmobile's 600mhz LTE channels... is a bit of a problem in some sectors of our market because of old hardware they are gradually replacing here. Locking in the higher channels for the primary might clean things up a bit, depending on congestion and whatnot.

If it doesn't make a difference, can just click to reset the modem to defaults and reboot it.