Hi there everyone (and especially Chad!),
I am having some trouble getting my Netgear C7800 to fully provision. The customer service rep on the phone said she could see the modem but it "wouldn't obtain an IP address." It's a pre-owned (but fully working) modem/router combo, and I also bought a brand new one from Best Buy to troubleshoot. The brand new C7800 provisions immediately and works great, which helped rule out any line issues.
When I look at the router management page, I see this in the startup procedure section:
"Connectivity State - In progress - Access Denied"
Additionally, here is a link to a screenshot of this along with the channel statuses: https://i.imgur.com/4WOLVgo.jpg
I see a few other people had a similar message that were able to get it fixed. Just wondering if anyone has any insight, or if there's anything Chad may be able to try on his end, or if I should try calling in to get to a higher tier of support?
Going through Google, I see that some ISPs require firmware V3.01.36, where others can require V3.01.40 -- the new modem from Best Buy is on 3.01.40, whereas the pre-owned modem is on 3.01.36 -- would Mediacom be able to send a signal to the modem for the firmware upgrade possibly?
In the router admin interface logs, I see this:
2020-04-04, 16:42:21.0 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC= xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2020-04-04, 16:42:22.0 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC= xx:xx:xx:xx:xx:xx;CMTS-MAC= xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2020-04-04, 16:42:28.0 Critical (3) No Ranging Response received - T3 time-out;CM-MAC= xx:xx:xx:xx:xx:xx;CMTS-MAC= xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2020-04-04, 16:42:31.0 Notice (6) Honoring MDD; IP provisioning mode = IPv4
2020-04-04, 16:42:36.0 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC= xx:xx:xx:xx:xx:xx;CMTS-MAC= xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2020-04-04, 16:42:36.0 Notice (6) TLV-11 - unrecognized OID;CM-MAC= xx:xx:xx:xx:xx:xx;CMTS-MAC= xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2020-04-04, 16:42:42.0 Error (4) Auth Reject - Permanent Authorization Failure;CM-MAC= xx:xx:xx:xx:xx:xx;CMTS-MAC= xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
If there's any other info you need or info that I can provide, I will reply right away. I tried sending Chad a message with my account info (phone number, address, etc.) but apparently need to wait 8 hours -- hoping to resolve this sooner than that, and may try calling back in to talk to a higher tier of customer service possibly?
Thank you for your time!
EDIT: Edited out MAC addresses.
↧