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XR1000+CM2000 Latency issues/Rubberbanding several times a day. Everyday.
Models: AX5400 WiFi Gaming Router (XR1000) v. 1.0.0.64_1.0.49 & DOCSIS 3.1 Cable Modem (CM2000)
I have been suffering from a weird issue with latency which has shown sporadic packet loss of 100% multiple times a day, causing complete disconnects on both wired and wireless from anything from calls to streaming devices, gaming and even work videocalls.
I have CoxCommunications as my ISP, we have 500Mbps speed and we don't really run more than 4 devices at the same time, not more than one downloading anything, yet we still get consistent disconnects.
I have tried everything over the past few months with my ISP, and my own settings on DumaOS. I have optimized the geolocation [which shouldn't matter in video calls], I manage QoS for VoIP, but I keep getting random disconnects. I decided to read on the forums. I found that I could fix a few problems with factory reset so I tried it. It didn't work, though it did fix my geolocation/ping heatmaps. I called my ISP to get a tech to visit, he "fixed" some of the issues by taking out a splitter in my wall that was unnecessary, but it only increased our speed from 300Mbps to 500Mbps. He did mention something about my dB levels being "low"? I have no clue what that means but I figured I might be useful.
I have also tried using multiple latency fixes for videogames (not for VoIP or streaming) and found that using pathping and tracert showed consistent packet loss in my connection to their servers, but after opening ports, releasing/renewing IP, constant reboots from both my ISP and my router, still the consistent packet loss happens.
I hope you guys can help me figure out what's causing all these latency issues because after multiple attempts my ISP has told me to contact NetGear for support.
I am not very tech savvy but I hope this information is helpful.
TL;DR: I have latency issues with my XR1000 but I've tried a ton of things to fix it. ISP has nothing to report. The ping spikes happen randomly even after factory reset. Help.
Ok so couple of items on the CM2000 modem that you need to get the ISP to correct:
1. Power levels are WAY TOO LOW and all over the place:
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
2. The ISP needs to review the Event log and resolve any Critical, Errors seen here.
3. The modems Correctables and Un_Correctables should be all zero on all channels. There is a boat load.
Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended.
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. Should help with the correct and un-correctables.
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-Modems/m-p/1530376#M12853
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
34 Replies
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-modem-modem-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-routerBe sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended.
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-Modems/m-p/1530376#M12853
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.htmlThanks for your help Furry!
I have currently a Cat5E connecting my modem to my router. Does it really make that much of a difference?
RG6 Coax is working fine, no damage.
No Amps, Attenuators or Splitters, as they were removed last time the tech visited.
No damage or kings or moisture in the lines [At least the ones i can see]
Connector ends are fine, no foil out of place, no loose or cheap connections, no corrosion.
Modem gets reset more than a few times a week due to our constant issues but we always keep it off for at least 1minute.
Also those articles are great! The duckware one sounds VERY familiar but I hope i dont have to get 8 more tech visits before I fix my issues...as we are the last house in this condo section to get connection, I'm hoping we're not getting all the interference that post was talking about.
Uhm, I am sorry but my event log and connection status post keeps getting erased. No idea why.
Suggestions?
- If it's getting erased that would indicate that the router might be rebooting. If you access quickly after the disconnect does anything appear in the log that you can provide?
Good advice above!
In addition to this, would you mind letting us know a bit more information about how the issue manifests? For example, when this disconnection occurs, do you still have access to the XR1000s interface the entire time? That will tell us if the XR is seemingly rebooting, or if it's purely an issue of the connection dropping.
Do ALL devices, both wired and wireless, experience this issue? Or does it appear unique to wireless devices?
On the Cox modem's settings page, are you able to put the XR1000 into it's DMZ? If so, do you still experience the same problem after this?
FYI, the CM2000 would not have a DMZ. Its a modem only. 😉
Of course Liam,
The issue manifests on both wireless and wired, with cables that were bough a couple months ago.
We do have access to the XR1000's interface. When I am at the dashboard as the problem happens, I will see the bandwidth drop to nothing. If I am doing a benchmark test and the problem arises, yellow lines will appear in the ping benchmark test, saying "packet loss". The XR is not rebooting, its the connection dropping for sure.
And uhm, I will figure out how to put the XR1000 into its DMZ.
