Re: Nighthawk C7000v2 needing frequent rebooting

ShelboTron · ‎2024-05-15

I just got this router/modem from Best Buy roughly 3 months ago. Everything seems to work great for a couple of weeks at a time. I have a 600mbps plan, so I definitely notice when the internet gets slowed down. It's happened since I purchased this model. My wifi gets really weak, and my speeds on ethernet are slow. Pictures load slow, sites load slow, etc. When it starts to do this, I do a speed test, and sure enough, it shows I'm only getting about 10-12mbps on my download speed. When I should be getting 600. So I reboot the Nighthawk, and bam right back up to 600+ speeds. I have to do this about every 2 weeks since I've gotten it. Is there a fix for this? Any suggestions? Firmware shows 1.03.08. Thanks for any help.

FURRYe38 · ‎2024-05-15

What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?

Is Smart Connect enabled or disabled on the modem?

Be sure to disable any MAC Address randomizers on phones and pads while at home:
https://community.netgear.com/t5/Nighthawk-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-...

Has a factory reset and setup from scratch been performed since last FW update?

Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-m...
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-mode...

ShelboTron · ‎2024-05-15

Okay so I did have the channels on auto...so I changed them to what you suggested. However it's not just my wifi that drops. It's my ethernet/direct connection to my PC that also shows the slow down. I have always had to reboot it to get it to fix again.

Here's the event log page.

2024-5-15, 14:12:39	Notice (6)	WiFi Interface [wl1] set to Channel 48 (Side-Band Channel:N/A) - Reason:INTERFERENCE
2024-5-15, 14:12:10	Notice (6)	WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
2024-5-15, 14:12:06	Notice (6)	WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:2) - Reason:GUI
2024-5-14, 02:04:58	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
2024-5-14, 02:04:42	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:04:33	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:04:32	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:04:30	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:04:29	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:04:27	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:04:26	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:04:15	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:04:14	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:40	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:39	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:36	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:35	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:34	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:32	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:29	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:28	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:25	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:24	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:23	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:21	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:18	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:17	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:12	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:11	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:10	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:08	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:07	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:05	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:04	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:03:03	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:02:53	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:02:52	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:02:44	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:02:44	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2024-5-14, 02:02:40	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=e0:46:ee:02:53:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

FURRYe38 · ‎2024-05-15

Lets see the cable connections log data please.

Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem.

ShelboTron · ‎2024-05-15

Sorry, I'm not really savvy with this stuff. How do I get to the "cable connection" specifically? All I can see are the event logs.

FURRYe38 · ‎2024-05-15

ON the modems web page there should be a menu feature called Cable Connection Status or something like that:

https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-m...

ShelboTron · ‎2024-05-15

Under the cable connection tab, this is what it shows.

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	417000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	honorMdd(4)

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	4	417000000 Hz	4.5 dBmV	42.8 dB	0	0
2	Locked	QAM256	1	399000000 Hz	3.9 dBmV	40.2 dB	0	0
3	Locked	QAM256	2	405000000 Hz	4.3 dBmV	42.7 dB	0	0
4	Locked	QAM256	3	411000000 Hz	4.5 dBmV	42.8 dB	0	0
5	Locked	QAM256	5	429000000 Hz	3.8 dBmV	42.1 dB	0	0
6	Locked	QAM256	6	435000000 Hz	3.4 dBmV	41.4 dB	0	0
7	Locked	QAM256	7	441000000 Hz	3.4 dBmV	41.4 dB	0	0
8	Locked	QAM256	8	453000000 Hz	2.9 dBmV	40.8 dB	0	0
9	Locked	QAM256	9	459000000 Hz	2.6 dBmV	40.5 dB	0	0
10	Locked	QAM256	10	465000000 Hz	2.3 dBmV	40.3 dB	0	0
11	Locked	QAM256	11	471000000 Hz	2.4 dBmV	40.3 dB	0	0
12	Locked	QAM256	12	477000000 Hz	2.5 dBmV	40.7 dB	0	0
13	Locked	QAM256	13	483000000 Hz	3 dBmV	41.3 dB	0	0
14	Locked	QAM256	14	489000000 Hz	2.9 dBmV	41.3 dB	0	0
15	Locked	QAM256	15	495000000 Hz	2.8 dBmV	41.4 dB	0	0
16	Locked	QAM256	16	501000000 Hz	2.3 dBmV	40.8 dB	0	0
17	Locked	QAM256	17	507000000 Hz	0.8 dBmV	39.4 dB	0	0
18	Locked	QAM256	18	513000000 Hz	1 dBmV	39.9 dB	0	0
19	Locked	QAM256	19	519000000 Hz	1.1 dBmV	39.9 dB	0	0
20	Locked	QAM256	20	525000000 Hz	1.4 dBmV	40 dB	0	0
21	Locked	QAM256	21	531000000 Hz	1.6 dBmV	40.4 dB	0	0
22	Locked	QAM256	22	537000000 Hz	1.5 dBmV	40.3 dB	0	0
23	Locked	QAM256	23	543000000 Hz	1.3 dBmV	40.2 dB	0	0
24	Locked	QAM256	24	549000000 Hz	1.3 dBmV	40.1 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	19	5120 Ksym/sec	29200000 Hz	46.5 dBmV
2	Locked	ATDMA	18	5120 Ksym/sec	22800000 Hz	46.1 dBmV
3	Locked	ATDMA	17	5120 Ksym/sec	16400000 Hz	45.9 dBmV
4	Locked	ATDMA	20	5120 Ksym/sec	35600000 Hz	47.2 dBmV
5	Locked	ATDMA	21	2560 Ksym/sec	40400000 Hz	48.7 dBmV
6	Locked	ATDMA	22	2560 Ksym/sec	10400000 Hz	46.5 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV

FURRYe38 · ‎2024-05-15

Well that looks good.

Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

Try a factory reset and setup from scratch.