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pumarjr

join:2010-01-17
Key West, FL

Arris D3 Modem Issues

Hello, I recently upgraded to 50/10 and after a few days of comcast trying to figure out what was going on I finally started to get the Speeds advertised some of the times. Since Jan. 6 2010 techs have been at my home 5 times and all seem to have different answers as to why my ping is so high around the 250 to 700ms range. here is the config file my arris has inside it.
TM702G
Config file d11_v_tm702g_walledgarden.cm
I am running a D-Link DIR-855 Extreme N router and ping and speeds are the same either with or without it installed.

here is the status page of my Arris modem.

Downstream

Freq Power SNR Modulation Octets Received
Downstream 1 705.00 MHz 3.03 dBmV 37.09 dB QAM 256 2602626663
Downstream 2 687.00 MHz 4.21 dBmV 36.39 dB QAM 256 283450957
Downstream 3 693.00 MHz 3.74 dBmV 36.84 dB QAM 256 263660701
Downstream 4 699.00 MHz 3.85 dBmV 36.84 dB QAM 256 270431259
Upstream

Freq Power Channel Type Symbol Rate Modulation
Upstream 1 36.40 MHz 45.00 dBmV DOCSIS2.0 (ATDMA) 5120 16QAM
Upstream 2 ----- ----- ----- ----- -----
Upstream 3 ----- ----- ----- ----- -----
Upstream 4 ----- ----- ----- ----- -----
Status
System Uptime: 0 d: 15 h: 18 m
Computers Detected: staticCPE(1), dynamicCPE(1)
CM Status: Telephony-Reg Complete
Time and Date: Sun 2010-01-17 10:05:14

Interface Parameters
Interface Name Provisioned State Speed (Mbps) MAC address
LAN Enabled Up 100 (Full) 00:15:d0:56:c1:b8
CABLE Enabled Up ----- 00:15:d0:56:c1:b9
MTA Enabled Up ----- 00:15:d0:56:c1:ba
any help would be appreciated.


beachintech
There's sand in my tool bag
Premium
join:2008-01-06
kudos:5

Can you post some trace routes so we can get an idea where the problem is? With and without the router would be great.
--
Tech at the Beach.
I speak for myself, not my employer.



Tordek
Make the outages go away
Premium
join:2009-09-07
Great White
kudos:2

1 edit
reply to pumarjr

said by pumarjr:

Config file d11_v_tm702g_walledgarden.cm
If you can get online, you must be hopping someone elses wireless. This Config file is a Registration file.

Try connecting directly to your modem, and after a power cycle i bet you'll get "Welcome to comcast"

But no, you should not be able to view ANY websites at this moment, off YOUR modem at least.

for the 50/10 you should be seeing something like;
d11_v_tm702g_widebandblast.cm

pumarjr

join:2010-01-17
Key West, FL
reply to pumarjr

p (ms) (ms) (ms) IP Address Host name
1 17 24 11 72.249.128.109 -
2 17 28 25 8.9.232.73 xe-5-3-0.edge3.dallas1.level3.net
3 28 24 17 4.71.198.10 comcast-ip.edge3.dallas1.level3.net
4 35 27 30 68.86.85.154 pos-0-14-0-0-cr01.atlanta.ga.ibone.comcast.net
5 49 61 59 68.86.86.65 pos-0-6-0-0-cr01.miami.fl.ibone.comcast.net
6 43 47 47 68.86.91.82 pos-0-15-0-0-ar03.northdade.fl.pompano.comcast.net
7 73 45 42 68.86.165.22 po-1-ur01.southdade.fl.pompano.comcast.net
8 49 46 49 68.86.164.66 po-2-ur01.keywest.fl.pompano.comcast.net
9 48 51 50 68.85.125.62 -
10 Timed out Timed out Timed out -
11 Timed out Timed out Timed out -
12 Timed out Timed out Timed out -
13 Timed out Timed out Timed out -
Trace aborted.


Tordek
Make the outages go away
Premium
join:2009-09-07
Great White
kudos:2

said by pumarjr:

p (ms) (ms) (ms) IP Address Host name
1 17 24 11 72.249.128.109 -
2 17 28 25 8.9.232.73 xe-5-3-0.edge3.dallas1.level3.net
3 28 24 17 4.71.198.10 comcast-ip.edge3.dallas1.level3.net
4 35 27 30 68.86.85.154 pos-0-14-0-0-cr01.atlanta.ga.ibone.comcast.net
5 49 61 59 68.86.86.65 pos-0-6-0-0-cr01.miami.fl.ibone.comcast.net
6 43 47 47 68.86.91.82 pos-0-15-0-0-ar03.northdade.fl.pompano.comcast.net
7 73 45 42 68.86.165.22 po-1-ur01.southdade.fl.pompano.comcast.net
8 49 46 49 68.86.164.66 po-2-ur01.keywest.fl.pompano.comcast.net
9 48 51 50 68.85.125.62 -
10 Timed out Timed out Timed out -
11 Timed out Timed out Timed out -
12 Timed out Timed out Timed out -
13 Timed out Timed out Timed out -
Trace aborted.
It's the Walledgarden thats causing your problem. Your requests are not leaving the comcast network it would seem. Who were you trying to traceroute to?

pumarjr

join:2010-01-17
Key West, FL
reply to pumarjr

here is the log page on my Arris.

1/11/2010 15:15 69011200 6 SW download Successful - Via Config file d11_v_tm702g_walledgarden.cm SW file: TS070077_060209_NA.MODEL_7.img.csg - SW server: 68.87.74.18
1/11/2010 15:42 66060300 4 Map Request Retry Timeout;CM-MAC=00:15:d0:56:c1:b9;CMTS-MAC=00:25:84:57:6d:87;CM-QOS=1.1;CM-VER=3.0;
1/13/2010 13:52 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=00:15:d0:56:c1:b9;CMTS-MAC=00:25:84:57:6d:87;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:01 68000401 5 ToD request sent - No Response received;CM-MAC=00:15:d0:56:c1:b9;CMTS-MAC=00:25:84:57:6d:87;CM-QOS=1.1;CM-VER=3.0;
1/13/2010 19:18 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=00:15:d0:56:c1:b9;CMTS-MAC=00:25:84:57:6d:87;CM-QOS=1.1;CM-VER=3.0;
1/13/2010 19:22 66060300 4 Map Request Retry Timeout;CM-MAC=00:15:d0:56:c1:b9;CMTS-MAC=00:25:84:57:6d:87;CM-QOS=1.1;CM-VER=3.0;

pumarjr

join:2010-01-17
Key West, FL
reply to pumarjr

here is another trace route to comcast.

Hop Host C Loss% ASN best Avg worst Country BGP Prefix ASName
3 .. D 99-185-40-2.lightspeed.sntcca.sbcglobal. 1 80% 7132 22.1 22.1 22.1 US 99.176.0.0/12 SBIS-AS - AT&T Inte
4 .. D 71.145.12.202 2 60% 7132 21.6 24.9 28.2 US 71.128.0.0/11 SBIS-AS - AT&T Inte
7 .. D 151.164.43.214 5 0% 7132 20.9 31.9 75.1 US 151.164.43.0/24 SBIS-AS - AT&T Inte
8 .. D ggr4.la2ca.ip.att.net 5 0% 7018 30.4 60.92 180.6 US 12.0.0.0/9 ATT-INTERNET4 - AT&
9 .. D 192.205.37.30 5 0% 7018 31.4 31.74 32.1 US 192.205.36.0/23 ATT-INTERNET4 - AT&
10 .. D pos-1-4-0-0-cr01.losangeles.ca.ibone.com 5 0% 7922 31.7 32.54 33.3 US 68.86.80.0/20 COMCAST-7922 - Comc
11 .. D pos-0-14-0-0-cr01.dallas.tx.ibone.comcas 5 0% 7922 65.4 68.64 80.1 US 68.86.80.0/20 COMCAST-7922 - Comc
12 .. D pos-0-11-0-0-cr01.atlanta.ga.ibone.comca 5 0% 7922 85.3 85.66 86.2 US 68.86.80.0/20 COMCAST-7922 - Comc
13 .. D pos-0-2-0-0-cr01.miami.fl.ibone.comcast. 5 0% 7922 98.7 99.28 100 US 68.86.80.0/20 COMCAST-7922 - Comc
14 .. D pos-0-15-0-0-ar03.northdade.fl.pompano.c 5 0% 7922 99.5 100.22 101.3 US 68.86.80.0/20 COMCAST-7922 - Comc
15 .. D po-1-ur01.southdade.fl.pompano.comcast.n 5 0% 20214 100.5 101.06 102.2 US 68.86.164.0/23 COMCAST-20214 - Com
16 .. D po-2-ur01.keywest.fl.pompano.comcast.net 5 0% 20214 103.5 105.86 114.5 US 68.86.164.0/23 COMCAST-20214 - Com
17 .. D 68.85.125.58 5 0% 20214 103.9 104.42 104.8 US 68.85.124.0/22 COMCAST-20214 - Com



Tordek
Make the outages go away
Premium
join:2009-09-07
Great White
kudos:2

3 edits
reply to pumarjr

Have you contacted tech support to have them provision your modem for the widebandblast config file as above mentioned?

Contact Live-Chat (Live Chat)

Use this tool and have them verifiy the configurations are correct, and your account is built properly. If needed they can register your modem for you to push downt the new config.


pumarjr

join:2010-01-17
Key West, FL
reply to pumarjr

t's the Walledgarden thats causing your problem. Your requests are not leaving the comcast network it would seem

well how do I go about installing the correct file?


pumarjr

join:2010-01-17
Key West, FL
reply to pumarjr

So even with me being on the 50/10 speed, I should have the Wideblast?



Tordek
Make the outages go away
Premium
join:2009-09-07
Great White
kudos:2

1 edit
reply to pumarjr

yes.

Walled garden is exactly how it sounds. A little segment of the internet in which you cannot leave the comcast network. It is used when a customer first gets service (so you register) or you have a problem with your account (non-pay) or a error occurs in the system.

As long as you are in Walled garden it is very impractical that you would get anywhere other then where comcast wants you to go. I beleive the proper bootfile for most areas is d11_v_mdmtype_widebandblast.cm but i may be mistaken for your area.

Either way d11_v_tm702g_walledgarden.cm is NOT where you need to be.

Once your on the proper config file, if your still having problems then we can look further. Right now troubleshooting is like changing a lightbulb in your house, when there is no power being supplied to your house in the first place :P


pumarjr

join:2010-01-17
Key West, FL
reply to pumarjr

ok, i'll give them a shout now.



Tordek
Make the outages go away
Premium
join:2009-09-07
Great White
kudos:2
reply to pumarjr

be pepared for your modem to reboot. And if you or anyone is talking on the phone (if you have CDV) your call will drop.

Thats why i suggest using live chat

Let us know how it turns out for you.


pumarjr

join:2010-01-17
Key West, FL
reply to pumarjr

so they re provisioned my modem, they show that the boot file is correct and has been, but when i look at the status page under event log no entry for the new software shows. and they pinged my modem and the fastest they got was 171ms


rob316

join:2005-10-17
Carteret, NJ
reply to pumarjr

I had the same exact issue, I had the same file Config file d11_v_tm702g_walledgarden.cm. Call Comcast they will drop the correct config file. I went from 6mg to 35mg down after they sent the correct config file.



gar187er
I do this for a living

join:2006-06-24
Dover, DE
kudos:4
reply to pumarjr

dude, you are connecting to someone elses router...plug directly into your modem/router....



EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:9

TM702G. What are the odds ?



gar187er
I do this for a living

join:2006-06-24
Dover, DE
kudos:4

how else is he on the internet while having a wallgarden config?

ive seen this happen when someone has a laptop with manufacturer wifi software running alone with windows....one will connect to one network, and the other connects to another network....

somethings a miss though...


u3912974

join:2007-07-31
San Francisco, CA
reply to rob316

plz tell me if it's an Arris TM702G. Ipsofacto you would need a firmware update. IS that your modem?



tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:4
Reviews:
·Comcast
reply to gar187er

said by gar187er:

somethings a miss though...
You got that right.
Look carefully at his traceroutes, whois shows the first hop being out of Colo4Dallas LP and ending up in keywest.
him running/posting reverse routes doesn't tell you much about his home (keywest area) CC connection.


beachintech
There's sand in my tool bag
Premium
join:2008-01-06
kudos:5
reply to pumarjr

Are you posting traces from somewhere else back to you? Can you please post one starting at your pc and going out?
--
Tech at the Beach.
I speak for myself, not my employer.


rendrenner

join:2005-09-03
Grandville, MI

1 edit
reply to pumarjr

your modem is still showing a walled garden config file. You cannot surf with a walled garden config file. you need to ensure that you are actually connected to your own network. This frequently happens when living in an apartment building. Even if you call in and get the config file correct, you are still goign to see those crappy ping times until you connect to your own network



EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:9

1 edit
reply to gar187er

said by gar187er:

how else is he on the internet while having a wallgarden config?
I've seen incorrect naming conventions labeled on to legitimate functional config files before.


gar187er
I do this for a living

join:2006-06-24
Dover, DE
kudos:4

said by EG:

said by gar187er:

how else is he on the internet while having a wallgarden config?
I've seen incorrect naming conventions labeled on to legitimate functional config files before.
yea but wall garden actaully being extreme?

his first jump isnt even on comcast's network...


EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:9

2 edits

That looks like a reverse trace ? Who knows.... The first hop looks like a "colo" service. The second hop in that trace is level3. We both know that they are a transit provider not an ISP. The outcome here will prove interesting !


rendrenner

join:2005-09-03
Grandville, MI

1 edit
reply to EG

nevermind



Tordek
Make the outages go away
Premium
join:2009-09-07
Great White
kudos:2

2 edits
reply to pumarjr

rendrenner See Profile,
Lets try and keep the Internals internal, and the google approach. Remember this forum does have Comcast corporate members on here. Even though it may be public knowledge after some previous incidents lets try not to pop some flares over it if you catch my drift.

If you had the ability to check the modem via backend systems then (i wouldn't broadcast that) but good, if the modem is in fact showing as in Walledgarden in the backend then we can surely confirm the modem is infact in Walledgarden.

But a thought to remember, is as you may be a Comcast employee or it's affiliates, you are not authorized to speak on their behalf or to use their systems on their behalf to troubleshoot a matter that does not go through the proper channels. This is why Comcast created the direct forum.

Lastly, don't get me wrong, i take no personal issues to this but i hate to see people get fired when they are only doing their best to help out.


rendrenner

join:2005-09-03
Grandville, MI

Yeah I got it..

Im pickin up what your throwin down
hearin what your sayin
smokin what your rollin
singin what your playin
smellin what your steppin in



EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:9

1 edit
reply to Tordek

said by Tordek:

if the modem is in fact showing as in Walledgarden in the backend then we can surely confirm the modem is infact in Walledgarden.
IMO, that proves nothing..