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anonmous
@teksavvy.com

anonmous

Anon

[Cable] Ottawa Losing sync momentarily.

I am in Ottawa on the RCHMD RD. POI using a Thomson SMC 475

Ever since they upgraded the POI to do 8/4 line bonding Ive been periodically losing sync for a moment. Its almost like the modem power cycles (though it doesn't actually lose power). The lights flash, cycle and then it comes right back on, with the US light blinking but eventually becoming solid. Its a minor annoyance if I am watching netflix, etc. it stops the streaming. I am on the older 2.08 firmware, I wonder if that is the culprit. If so, what is Tek's policy on upgrading. I bought the 475 off them in Sept. of 2011 so outside of any 1 year warranty but I would hate to have to buy a new modem...

My logs and Line Stats:

Status Code: Operational
Software Version: STAC.02.08
Software Model: a81a
Bootloader: 2.3.0

Cable Signal Details
Forward Path:
Channel Frequency Power SNR BER Modulation
1 657.0 MHz 8.5 dBmV 37.3 dB 0.000 % 256 QAM
2 615.0 MHz 8.3 dBmV 38.9 dB 0.000 % 256 QAM
3 621.0 MHz 8.1 dBmV 39.1 dB 0.000 % 256 QAM
4 633.0 MHz 8.3 dBmV 38.6 dB 0.000 % 256 QAM
5 639.0 MHz 8.4 dBmV 38.6 dB 0.000 % 256 QAM
6 645.0 MHz 8.7 dBmV 37.8 dB 0.000 % 256 QAM
7 651.0 MHz 8.5 dBmV 37.8 dB 0.000 % 256 QAM
8 663.0 MHz 8.5 dBmV 37.6 dB 0.000 % 256 QAM
Return Path:
Channel ID Frequency Power Modulation
1 31.3 MHz 41.3 dBmV 16 QAM
2 25.3 MHz 39.8 dBmV 16 QAM
3 22.1 MHz 39.8 dBmV 16 QAM
4 38.6 MHz 40.8 dBmV 16 QAM
Data Service Details
Provisioned Address: Yes
Provisioned Time: Yes
Provisioned Configuration: Yes
Registered: Yes
BPI: Enabled

Tue Oct 09 08:54:35 2012 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Tue Oct 09 08:54:32 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Fri Sep 14 05:59:37 2012 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC...
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b...
Sun Oct 14 14:58:34 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Thu Sep 13 06:37:02 2012 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4...
Wed Sep 26 19:26:07 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b...
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=00:26:2...
Thu Sep 13 06:34:41 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4...
Sun Oct 14 14:59:09 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Critical (3) DHCP FAILED - Request sent, No response;CM-MAC=00:26:24:b4:7e...
Fri Mar 30 08:20:18 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=00:26:2...
Sat Mar 03 18:51:40 2012 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b...
Thu Sep 13 06:31:40 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Tue Jan 17 11:53:36 2012 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Thu Jun 07 08:10:35 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=00:26:24:b...
Fri Apr 20 06:48:28 2012 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC...
Thu Jun 07 08:10:30 2012 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:26:24:b4...
Fri Apr 20 07:40:38 2012 Critical (3) No UCDs Received - Timeout;;CM-MAC=00:26:24:b4:7e:74;CMTS-MAC...
Thu Jun 07 08:10:12 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Thu Jun 07 08:02:52 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Thu Sep 13 06:31:39 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Mon Sep 10 01:29:59 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
mlord
join:2006-11-05
Kanata, ON

mlord

Member

Your modem needs a firmware update.
I'm in Bells Corners and can do it for you in under half an hour if you like -- $5.

Send me an "Instant Message" (IM) if you want it done -- can do it pretty much anytime today.
(there is really no other option than the update to fix this, other than purchasing a new modem).

sbrook
Mod
join:2001-12-14
Ottawa

sbrook to anonmous

Mod

to anonmous
When you get these glitches, you aren't maybe using a DECT wireless phone or a Microwave are you?

TSI Keith
Premium Member
join:2012-07-09

TSI Keith to anonmous

Premium Member

to anonmous
Hello,

As mlord stated (Thank you) it does appear you have an outdated firmware there.

If you'd like to PM me or post here: »/forum ··· avdirect and we can look into this for you.

Thank you,
Keith

anonmous
@teksavvy.com

anonmous to sbrook

Anon

to sbrook
No microwave or DECT phone in use at the time.

When I first switched to cable inet from DSL last year I had some issues but Tek had Rogers out and they ran a new line from the main line to the pole in the backyard and new line from that pole right to the modem and its been rock solid ever since, save for problems when the entire POI has issues.

We don't have cable TV so there is no splitter or anything like that, its only the modem on the end of the line.

I'll post in TekDirect but also IM mlord as well.

metalhawk
join:2007-02-06
Nepean, ON

metalhawk to anonmous

Member

to anonmous
I had that exact same problem until mlord updated my firmware. Not a single disconnect since.
BuddyRich
join:2008-02-27
Technicolor DCM475
Netgear R7000
Netgear WNDR3700

BuddyRich to anonmous

Member

to anonmous
Just got back from mlord's, who was prompt and courteous, and friendly. Not to mention he took me at the last moment.

Modem is back online with the 2.16 firmware and I am connected.

Only time will tell, but I have been having 3 or 4 momentary disconnects a day so hopefully this solves it.

Status Code: Operational
Software Version: STAC.02.16
Software Model: a81a
Bootloader: 2.3.0

Cable Signal Details
Forward Path:
Channel Frequency Power SNR BER Modulation
1 657.0 MHz 8.1 dBmV 37.8 dB 0.000 % 256 QAM
2 615.0 MHz 7.9 dBmV 38.4 dB 0.000 % 256 QAM
3 621.0 MHz 7.8 dBmV 38.6 dB 0.000 % 256 QAM
4 633.0 MHz 8.0 dBmV 38.3 dB 0.000 % 256 QAM
5 639.0 MHz 7.9 dBmV 38.2 dB 0.000 % 256 QAM
6 645.0 MHz 8.0 dBmV 38.2 dB 0.000 % 256 QAM
7 651.0 MHz 8.0 dBmV 38.2 dB 0.000 % 256 QAM
8 663.0 MHz 8.0 dBmV 38.1 dB 0.000 % 256 QAM
Return Path:
Channel ID Frequency Power Modulation
1 31.3 MHz 40.3 dBmV 16 QAM
2 25.3 MHz 40.3 dBmV 16 QAM
3 22.1 MHz 40.3 dBmV 16 QAM
4 38.6 MHz 41.8 dBmV 16 QAM
Data Service Details
Provisioned Address: Yes
Provisioned Time: Yes
Provisioned Configuration: Yes
Registered: Yes
BPI: Enabled

TSI Keith
Premium Member
join:2012-07-09

TSI Keith

Premium Member

That is great to hear! (Thanks again mlord!)

Hopefully we are in the clear now. If you have any further service issues, please let us know.

Thank you,
Keith