NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Dropping internet daily
Hoping someone can help me with the situation that just started a few days ago. I've been running the Orbi AX6000 (RBK852) since Jan '21 with little to no issue until this past week. My firmware is o...
berxleben wrote:
I've had my ISP (cox cable) check the account and everything on their end, it all seems to be ok from what they can see.
When a system has worked for 22 months and now drops the internet connection several times per day, something has changed.
There have been a number of posts on the forum describing physical issues with the cable service drop (break in the cable insulation, bad coax connector, etc.) When the ISP service tech repaired the feed, no more problems!
It might be useful to check the CM1200 log. See page 18 of the CM1200 User Manual:
https://www.downloads.netgear.com/files/GDC/CM1200/CM1200_UM_EN.pdf
It also might be worth checking the Orbi router log before rebooting the router. (Rebooting erases the log file.)
That is done using the Orbi web browser interface (http://orbilogin.net ) Login with the administrative credentials, "admin" and the router password (not the WiFi or the Orbi 'app' password). The log is found on the Advanced Tab, Administration Menu.
New firmware for the 850 series just came out this week:
https://www.netgear.com/support/product/rbk852.aspx#download
There seems to be a regular pattern that the Firmware Update mechanism in the Orbi app or the Orbi web browser interface do not recognize new firmware immediately. There is a general feeling that Netgear deliberately waits for "early adopters" to discover new firmware, install it, and report their experience.
The ISP didn't seem overly concerned so sending a tech out wasn't in the cards at the time. I figured I'd go through troubleshooting on the router first and try to eliminate it as a reason. Then get Cox back on the line and get them out here. I haven't looked at the logging on the CM1200 but will, thanks for the link. I will also grab the logs from the router before reboot if possible, I didn't know where they were so I'll be sure to look first. Good to know on the firmware, I didn't know a new one had come out. Thanks for the reply!
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. 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.
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.html
