Basic Internet Connectivity And Modem Help

[tn123]

I bought a zoom modem dc 5350 4 weeks ago and installed it.  It has been working great till this weekend.  All of a sudden both my upload and download speeds are ridiculoursy.   Here is a sample  http://stage.results.speedtest.comcast.net/result/140279322.png

http://stage.results.speedtest.comcast.net/result/140232532.png

I have called comcast a couple of times and they have tried the normal reset processes to no success.   Now I have a technicican coming in on tuesday.   They are implying that this could be a cable modem issue.   Has anybody had anything similar, this is a supported modem so I am surprised by comcast's response?

[tn123]

Here is some of my message log if it helps...

Time   Priority   Description 

 Sun May 20 09:03:19 2012    Error (4)   SW upgrade Failed before download -TFTP Max Retry Exceeded 

 Sun May 20 08:57:42 2012    Notice (6)   SW Download INIT - Via Config file d11_m_5350_silver_c01.cm 

 Sun May 20 08:57:32 2012    Critical (3)   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:... 

 Time Not Established   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC... 

 Sun May 20 07:26:20 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 

 Sat May 19 21:46:36 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ... 

 Sat May 19 12:10:00 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 

 Sat May 19 00:46:11 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 

 Sat May 19 00:30:22 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 

 Fri May 18 23:35:49 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 

 Fri May 18 23:28:25 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ... 

 Tue May 08 05:40:28 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ... 

 Thu Apr 26 18:22:23 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ... 

 Sun Apr 22 01:57:02 2012    Critical (3)   REG RSP not received;CM-MAC=00:0b:b6:13:cc:98;CMTS-MAC=00:01:... 

 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:0b:b6:13... 

 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:0b:b6:13... 

 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:0b:b6:13... 

 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:0b:b6:13... 

 Time Not Established   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... 

 Time Not Established   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... 

 Time Not Established   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...  

 Time Not Established   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... 

 Time Not Established   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... 

 Time Not Established   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... 

 Time Not Established   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

[rjacobs8443]

Same problem, same modem.

[tn123]

Startup Procedure

Procedure           Status   Comment

Acquire Downstream Channel   687000000 Hz     Locked

Connectivity State           OK          Operational

Boot State           OK          Operational

Configuration File            OK          d11_m_5350_silver_c01.cm

Security                Enabled                BPI+

Downstream Bonded Channels

Channel               Lock Status         Modulation        Channel ID          Frequency          Power   SNR        Correctables                Uncorrectables

1              Locked  QAM256              7              687000000 Hz     4.7 dBmV             39.9 dB 566         22

2              Locked  QAM256              1              651000000 Hz     4.3 dBmV             38.9 dB 834         0

3              Locked  QAM256              2              657000000 Hz     3.9 dBmV             38.6 dB 820         0

4              Locked  QAM256              3              663000000 Hz     3.3 dBmV             38.2 dB 1058       0

5              Locked  QAM256              4              669000000 Hz     2.9 dBmV             38.4 dB 1008       4

6              Locked  QAM256              5              675000000 Hz     3.1 dBmV             38.5 dB 1026       0

7              Locked  QAM256              6              681000000 Hz     4.0 dBmV             39.8 dB 481         0

8              Locked  QAM256              8              693000000 Hz     4.9 dBmV             39.8 dB 512         0

Total Correctables           Total Uncorrectables

6305       26

Upstream Bonded Channels

Channel               Lock Status         US Channel Type              Channel ID          Symbol Rate       Frequency          Power

1              Locked  ATDMA                4              5120 Ksym/sec  36400000 Hz       51.0 dBmV

2              Locked  ATDMA                5              5120 Ksym/sec  29500000 Hz       51.0 dBmV

3              Locked  TDMA   6              5120 Ksym/sec  24200000 Hz       51.0 dBmV

4              Not Locked         Unknown            0              0 Ksym/sec         0 Hz        0.0 dBmV

[tn123]

did the problem start over the weekend?   I am considering returning the modem

[rjacobs8443]

Yes.

I still have the rental modem and  may do a switch.

It looks to me that a software upgrade to the Zoom is trying to happen and is failing. That would be a Comcast issue I would think. They control the firmware that is automatically implemented.

[tn123]

Is there a way to manually upgrade the zoom software?  Also, out of curiosity what is pointing to a software upgrade is it in the error log?

[rjacobs8443]

The Zoom site says the IP provider controls firmware upgrades. I haven't found a way to manually do it, yet. 

This line in your event log is what I am going on.

Sun May 20 09:03:19 2012    Error (4)   SW upgrade Failed before download -TFTP Max Retry Exceeded 

[rjacobs8443]

I would guess that both your DS and US lights are flashing occasionally, like mine are, and you lose connection. That is a maintenance attempt. 

[tn123]

ok, just wondering if comcast tried pushing this through as I had called the help desk at that time.   It sounds like it failed

[tn123]

right not all lights are solid but did see them blinking when support tried resetting the modem

[rjacobs8443]

The same line is in my event log, and I haven't called Comcast.

[bryanlsee]

My Zoom 5350 did receive an update yesterday May 19. My Software Version is now 5.5.3.6. I did not experience any of the issues others have reported so far.

Changes I have noticed --

1) A new Parental Control menu

2) There are now 7 programmable Guest Networks

3) Wi-Fi Multimedia Configuration

4) WDS Bridging support added

5) Added Ipv4 MTU Size setting

6) Added Spoofed MAC Address setting

7) Port forwarding

Looks like they may be preparing this modem for the IPV6 rollout.

Those having problems may have to request escalation. I had no problem with my update but my experience is that sometimes the first level reps don't have the latest information.

[UHFhd]

http://forums.comcast.com/t5/Connectivity-and-Modem-Help/Zoom-Cable-Modem-5350/m-p/969481#M134660   <  Saw some contact info there .

Re: Zoom Cable Modem 5350

Options

06-27-2011 04:25 PM

For all with the Zoom 5350 modem, send me a PM (private message) with the modem MAC address.

[UHFhd]

For all with the Zoom 5350 modem, send me a PM (private message) with the modem MAC address.

[Jim721]

Just so you know before you start changing modems your upstream signal is at the point of out of spec and may be causing your problems. Upstream signals should never go above 50 dbmv. Your downstream signals look good.

[nathanw]

Same modem and problem. I've got the same list of errors in my event log. Internet is reduced but what's really hurting is my VOIP phone. It's unusable now.

[Mel828]

Hi All,

I have the same router and experiencing the same issue with slowness and intermittent connectivity. My speed test: http://stage.results.speedtest.comcast.net/result/140369132.png

Anyone have a solution yet? Thanks.

[tn123]

I switched to a old Motorola cablemodem and have no issues.   Points to the fact that comcast has done some changes over the weekend which are not compatible with the Zoom modem.  

[Rodarin]

Same modem, same issue, same log. I have talked to Comcast twice already, and both times they insist nothing is wrong with their stuff and that my modem is shot. I wonder how many of us have to report the problem before they realize there is an issue?

[tn123]

Steve,

It looks we have more than 3-4 customers are having the same issue.   Can you help us escalate this issue.  

Thanks

Tapan

[i-am-nerdburg]

I'll look into this and let you guys know if there is an official response from Comcast. If you are experiencing issues with this modem, please post a short note in this thread.

[kjjung]

Yep, in the same boat... have been reading this post since yesterday morning and on the phone with Comcast twice yesterday.  The last person was at least baffled by the slowness he was showing on his side, tried the usual, again, and then finally gave up and is sending a technician tomorrow.  I did tell him of this thread but he said he had no knowledge of any such problem with this modem    Someone at Comcast needs to get to the bottom of this!

[tn123]

I am counting 8 customers in this thread with the same issue...the number of views to this thread tells me this is far from a complete list.  

[Homeyman76]

I have also gotten this error this weekend started at exactly 1:20am on May 19th. I have the same errors as the others who posted.

I chatted with a Zoom Tech and here is what he said:

"The slow speed is due to the firmware upgrade failing and locking the modem. Comcast has started pushing the firmware onto the units. We got a few calls from customers with the same unit on Comcast. According to our head of department. They got in contact with Comcast headquarters and they stated that they are updating all 5350s that is on their network. However, the ones that fail the upgrade are experiencing a slow speed of less than 1MB. Comcast has stated that they are working on this fix and should have all the units completely upgraded.

When calling comcast. Speak to Comcast Engineers not the tech support. The tech may not know of the upgrade. They will bump your Mac address to the top of the list.

Hope this helps.

-Peace

[EG]

---

Homeyman76 wrote:

When calling comcast. speak to Comcast Engineers not the tech support.

---

I'm curious as to how one goes about doing that ?

[kjjung]

I agree... would LOVE to know how to get in touch with someone over at Comcast that knows what they are talking about with this issue...!!  I keep getting shoved to Comcast's Signature Support (the pay per use service) and when I explain to them I do not need them to sign into my system and FIX anything on there that it is a Comcast issue, they keep sending me back to customer service techs that try but then insist on sending out a tech (which I know is a waste of time) and then they are going to make me PAY for a travel trip for something that is not even my fault.  Is there ANYONE that is reading this thread that can escalate this problem with someone at Comcast that cares at all about their service?

[EG]

---

kjjung wrote:

Is there ANYONE that is reading this thread that can escalate this problem with someone at Comcast that cares at all about their service?

---

FWIW, Nerdburg has indeed already "escalated" this thread to the Forum Administrator.

[CC_Tuska]

Comcast and the Vendor know about the issue and we are working on it.  I will send more updates as I can.

[willo5689]

So happy I found this thread. I've talked to comcast for a few days about this issue and they keep saying its my modem when I know nothings wrong with it. If anybody has any resolutions please post.

[kjjung]

Thanks for the feedback on the escalations... I will cancel my service tech call I guess then for tomorrow based on this info.   Considering this has been going on since Friday evening though I really hope that someone at Comcast can resolve this today.  I telecommute midweek Tues-Thurs and I need my internet connection up at regular speed or I will not be able to work!  PLEASE someone keep on top of Comcast or let me know who to keep on top of at Comcast to get this situation resolved as quickly as possible.

Appreciate all the help and posts!  Kathy

[tn123]

Comcast has a techician coming over tomorrow to my house.   It seems pointless as this is not really a hardware issue.  I am cancelling the appointment for now.   If anybody has success with a onsite visit please post to this thread.  

[Mel828]

I contacted Comcast via chat. Explained the situation. After getting a speed check the rep said he'd send a hit/signal and that I needed to keep the chat open even during loss of connectivity. It's been about 45 min and my Internet is still down. I'm hoping they are doing the upgrade and I can get back to business. I'm supposed to be working right now! I'll post back with an update.

[Laji]

I am having the same issue with my Zoom 5350 since 05/18/2012, Comcast tech visited measured the signal strength and recommended to replace the zoom cable modem with a motorola modem .. (easy for them to say).. Comcast online (chat) support tech  or the tech who visited did not care about the firmware download error that i have reported.

 Mon May 21 10:01:41 2012    Error (4)   SW upgrade Failed before download -TFTP Max Retry Exceeded 
 Mon May 21 09:59:07 2012    Notice (6)   SW Download INIT - Via Config file d11_m_5350_speedtierextrem... 
 Time Not Established   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC... 
 Mon May 21 01:02:16 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ... 

[UHFhd]

Do these code warriors at comcast  just launch firmware and cross there fingers ? Whats wrong with comcast buying these modems putting them in there branch offices then launching the new firmware . Would seem like a much better test , then once out of beta stage, launch the final version .  Im sure comcast can afford a few modems of every make and model .

                           Just a thought .

[Mel828]

Waited over an hour for response from chat tech support and they never came back. I called Comcast only to be told that they don't do firmware upgrades and that I needed to contact Zoom. Of course they are happy to sens a tech out or send me to paid suport. The best is this: earlier I was able to be online even though extremely slow. Now after "working with someone" I have NO access and the lights are just blinking on my machine. I've reset it several times now and it just blinking. I can't even get to the admin screen to see if anything was done. I am losing a day of work over this and am very frustrated.

[EG]

---

Mel828 wrote:
I called Comcast only to be told that they don't do firmware upgrades and that I needed to contact Zoom.

---

FWIW, that rep was incorrect. It is the cable ISP who is responsible for updating the firmware loads of these devices.

[Mel828]

Thanks for the confirmation. I did tell the rep that as well to no avail.

[Jim721]

I sure hope all of you are calling and getting credits on your bill for all the down time. I would .

[Laji]

I called Comcast / Xfinity High speed internet tech support again (based on a recommendation from another customer support rep who called to know why I am not satisfied with Comcast service in the feedback survey) and spoke with Mike. He searched all of their support knowledge base and other databases to inform that there is no other eported case related to the firmware update on Zoom 5350 causing connectivity issues and degraded service.

I walked him through to access this forum thread and then he kind of agreed that it might not be a zoom modem issue , rather a firmware delivery problem. He mentioned that he is going to record it in their support system, but also recommend me to have all those who are experiencing this issue open a tech call and have the reps look at this thread if they are not willing to report . The engineering department prioritize the issues based on the number of call they recieve and get reported. Please call and ensure that the tech is reporting this to engineering department. 

[Homeyman76]

Nice way customer service treats you when you ask them questions about firmware updates:

Camille Lou: Hello ME, Thank you for contacting Comcast Live Chat Support. My name is Camille Lou. Please give me one moment to review your information.

ME: My Issue: When is Comcast going to fix the firmware upgrade to my Xoom 5350 Modem?

Camille Lou: Thank you for patiently waiting.

ME: Do you know the answer as to when is comcast going to fix the ability for me to get a good firmware update for my 5350 modem?

Camille Lou: I understand that you are having an issue with your Modem.

Camille Lou: I'm here for whatever questions or concerns you have. I'll do everything I can to help you.

Camille Lou: ME, let me check in that.

ME: if you need more info:

ME: http://forums.comcast.com/t5/Connectivity-and-Modem-Help/Zoom-modem-dc-5350/td-p/1288581

Camille Lou: Thank you for that information.

ME: If you look on my account there are 2 modems. i cannot use the the inactive one because the firemware you keep making download fails

ME: is there anyway i can get that firmware download manually?

Camille Lou: ME, please give me 1-2 minutes to check that for you.

ME: Also check to see if you can credit me every day that you cannot fix that firmware download on that modem. I had to buy a new modem for the time being since Comcast cannot fix this issue and i cannot resolve it because comcast owns the firmware update rights

Camille Lou: Thank you for patiently waiting.

Camille Lou: ME, the firmware for update will be automatically sent to the equipment. We strongly advise that you don't do it manually, even if you would be able to successfully download. After 24 hours the system will automatically set it back to the original firmware.

ME: So when is comcast going to address the issue with the customers that bought a modem that meets your specs and cannot successfully download the firmware??? i am not paying 5.00 to speak to an engineer about this

Camille Lou: ME, the firmaware that you have on the Modem is not yet compatible with the firmware that Comcast current firmware. Even if you bought a new modem with updated firmware that still won't work with our system, since we are using a different firmware for our equipments.

ME: WHEN IS COMCAST GOING TO FIX THE FIRMWARE DOWNLOAD ISSUE?

ME: i dont need firmware history

ME: this is what i want comcast to address:

ME: Sun May 20 09:03:19 2012 Error (4) SW upgrade Failed before download -TFTP Max Retry Exceeded Sun May 20 08:57:42 2012 Notice SW Download INIT - Via Config file d11_m_5350_silver_c01.cm

Camille Lou: ME, as of now we do not have an exact date on when will this issue be fixed since our system is still undergoing some maintenance. I apologize for all the inconvenience that this has caused you.

ME: then i should get credit from the day i activated the 2nd modem to until comcast fixes it

Camille Lou: I am sorry, ME. We cannot guarantee that since the Modem is acitve and it is working.

ME: or credit me 59.99 for the purchase of a new modem

ME: not my 5350

ME: i want my 5350 to work but you just said that its completely comcasts fault

ME: in all fairness at least give me a date as to when this will get resolved.

The chat session has been closed

analyst Camille Lou has left room

user ME has left room

Camille Lou: Analyst has closed chat and left the room

[nathanw]

Mine seems to be fixed now. I took a call on my VOIP phone and had no issues with the voice. It passed the echo test where previously it couldn't even get through the instructions. I tested the throughput for a youtube video and it worked fine. My Event Log in the Zoom diagnostics no longer lists the firmware upgrade error. It still has Unicast ranging and start synchronization errors but I see those have been going on for weeks. I'd say it's fixed.

[kjjung]

OMG!!! In a chat with Comcast AGAIN!  They have NO WAY of getting me to an engineer and this customer support tech is INSISTING that they have NOTHING TO DO with the firmware!  Shoot me now, please!  Anyone have any way to get to the engineers?

[Laji]

My modem kept resetting whole afternoon. Looks like the tech team was working on it .. and the download speed kept fluctuating between the resets, at one point I saw 30 Mbps but it did not last long (~ 10 minutes). I am only getting 1.8 Mbps now.

Time   Priority   Description 
 Mon May 21 17:22:34 2012    Error (4)   SW upgrade Failed before download -TFTP Max Retry Exceeded 
 Mon May 21 17:19:06 2012    Notice (6)   SW Download INIT - Via Config file d11_m_5350_speedtierextrem... 
 Time Not Established   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC... 
 Mon May 21 17:18:01 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 17:04:59 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 16:25:09 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ... 
 Mon May 21 15:56:51 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 15:21:49 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 14:23:36 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 14:19:15 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 14:19:15 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 14:13:50 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 13:53:46 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 13:53:46 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 13:51:11 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 13:33:31 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 13:24:00 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 13:13:35 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon May 21 13:03:16 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Time Not Established   Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...  

[Laji]

05-21-2012 09:10 PM

OMG!!! In a chat with Comcast AGAIN!  They have NO WAY of getting me to an engineer and this customer support tech is INSISTING that they have NOTHING TO DO with the firmware!  Shoot me now, please!  Anyone have any way to get to the engineers?

---

This clearly shows the  comcast tech support agents are not trained on the least technical details of their network operations and some of them are so adamant that they don't want to listen what you have to say. I was talking to one of them on 05/18/2012 evening. That rep / agent said that there is no escalations and the field technicians are the final escalation. No ticketing system, so no accountability the agents could say what they want to say and hang up. There is no ticket number or reference number for your call that these tech could provide for you to refer to the corporate comcast support.

It's the 4th day that my internet service is severly impacted. I wish Zoom tel would work with Comcast engineering team soon and help them identify a fix that will resolve these issues.

[Laji]

OMG!!! In a chat with Comcast AGAIN!  They have NO WAY of getting me to an engineer and this customer support tech is INSISTING that they have NOTHING TO DO with the firmware!  Shoot me now, please!  Anyone have any way to get to the engineers?

---

This clearly shows the  comcast tech support agents are not trained on the least technical details of their network operations and some of them are so adamant that they don't want to listen what you have to say. I was talking to one of them on 05/18/2012 evening. That rep / agent said that there is no escalations and the field technicians are the final escalation. No ticketing system, so no accountability the agents could say what they want to say and hang up. There is no ticket number or reference number for your call that these tech could provide for you to refer to the corporate comcast support.

It's the 4th day that my internet service is severly impacted. I wish Zoom tel would work with Comcast engineering team soon and help them identify a fix that will resolve these issues.

[Rodarin]

Posting my diagnostics for the record:

DiffProbe release. January 2012. Build 1008.
Shaper Detection Module.

Connected to server 38.106.70.175.

Estimating capacity:
Upstream: 1 Kbps.
Downstream: 93 Kbps.

The measurement will take upto 10.5 minutes. Please wait.

Checking for traffic shapers:

Upstream: No shaper detected.
Median received rate: 224 Kbps.

Downstream: No shaper detected.
Median received rate: 112 Kbps.

For more information, visit: http://www.cc.gatech.edu/~partha/diffprobe

Time Priority Description
Mon May 21 19:19:12 2012 Error (4) SW upgrade Failed before download -TFTP Max Retry Exceeded
Mon May 21 19:17:49 2012 Notice (6) SW Download INIT - Via Config file d11_m_5350_silver_c01.cm
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:50:bf:ce...
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon May 21 14:46:06 2012 Critical (3) Resetting the cable modem due to docsDevResetNow
Mon May 21 08:22:56 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:50:bf:ce...
Sun May 20 13:22:34 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sun May 20 13:22:11 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun May 20 13:12:04 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Sun May 20 13:12:04 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun May 20 13:12:01 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Sun May 20 13:12:01 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun May 20 13:12:00 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun May 20 13:11:53 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun May 20 13:11:47 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun May 20 13:11:41 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun May 20 12:42:04 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri May 18 20:12:52 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Wed May 16 08:39:57 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sun May 13 13:42:33 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sat May 12 20:49:32 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Thu Apr 19 23:17:34 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Thu Apr 19 23:17:02 2012 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC...
Thu Apr 19 23:09:27 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Wed Apr 18 17:18:33 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Wed Apr 18 17:18:20 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Wed Apr 18 17:17:47 2012 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC...
Wed Apr 18 17:13:14 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sun Apr 15 15:16:27 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 2 609000000 Hz 8.3 dBmV 40.3 dB 841 0
2 Locked QAM256 1 603000000 Hz 7.1 dBmV 40.1 dB 753 0
3 Locked QAM256 3 615000000 Hz 7.6 dBmV 39.9 dB 876 0
4 Locked QAM256 4 621000000 Hz 7.4 dBmV 39.9 dB 782 1
5 Locked QAM256 5 627000000 Hz 7.8 dBmV 39.9 dB 953 1
6 Locked QAM256 6 633000000 Hz 8.2 dBmV 40.4 dB 576 0
7 Locked QAM256 7 639000000 Hz 7.8 dBmV 40.2 dB 669 0
8 Locked QAM256 8 645000000 Hz 7.7 dBmV 40.1 dB 732 30

Total Correctables Total Uncorrectables
6182 32

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 10 5120 Ksym/sec 32000000 Hz 42.5 dBmV
2 Locked TDMA 9 5120 Ksym/sec 37000000 Hz 42.5 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

[srawnsley]

same slowness here started over the weekend.  Thought it was the feds slowing things for NATO in Chitown!

[Rodarin]

My firmware finally updated overnight and my speed seems to be back to normal. Hopefully everyone will have the same experience.

[SandiSings]

Same here, any idea about this fix?

 Tue May 22 04:54:03 2012    Error (4)   SW upgrade Failed before download -TFTP Max Retry Exceeded   Tue May 22 04:49:24 2012    Notice (6)   SW Download INIT - Via Config file d11_m_5350_silver_c01.cm   Time Not Established   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC...   Tue May 22 04:12:50 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Tue May 22 04:00:08 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Tue May 22 01:38:18 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Tue May 22 01:20:54 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Tue May 22 00:22:16 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Mon May 21 23:48:57 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:50:bf:ce...   Mon May 21 23:45:31 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   Mon May 21 23:30:13 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Mon May 21 23:25:53 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   Mon May 21 21:32:34 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Mon May 21 14:31:07 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Time Not Established   Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Mon May 21 11:09:25 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   Mon May 21 10:49:52 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Mon May 21 05:21:31 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC f...   Mon May 21 05:21:09 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Un...   Mon May 21 05:20:21 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC f...   Mon May 21 05:19:54 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Un...   Mon May 21 05:19:53 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC f...   Mon May 21 05:19:50 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC f...   Mon May 21 04:51:37 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Sun May 20 23:38:38 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   Sun May 20 23:31:56 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Sun May 20 23:18:34 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   Sun May 20 22:59:55 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Sun May 20 16:39:31 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   Sun May 20 16:02:25 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - ...   Sun May 20 11:22:53 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received

[Mel828]

My firmware also completed successfully overnight. Speed is back to normal. I hope everyone else is back today as well.

[Laji]

Looks like the firmware / software version got updated earlier this morning (from 5.5.3.2 to 5.5.3.6) and my connection and throughput back to normal (for the Blast plus tier).