NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Orbi 970-random loss of internet access
Running 970/971 in Router Mode; wireless backhaul, CAT 8 to Cable Modem, latest firmware, Custom DNS, Armour Off, No parent control or traffic meter. No IoT or guest network enabled.
ISP via Netgear CM3000 cable modem. Cox Cable Gigablast.
Speed down/up fine.
Running rock solid for past 5 months. No changes made
Last couple of days, connected devices say loss/no internet access; confirmed by magenta light on Router. Random, lasts minute to 20 minutes and then internet access returns. Device maintains access to Orbi. When no access, cable modem shows all fine and internet connection being provided to Router.
Logs, nothing unusual; shows internet disconnected and then internet connected.
Called Cox; they advised all good on their end and modem connection. They reset modem. I then also did the 3-3-3 to modem, router an satellite.
Considering reflashing the firmware, manually, for both Router and Satellite.
Any guidance/suggestions, much appreciated.
Thank you.
Kris
10 Replies
What Firmware version is currently loaded?
PINK on front of RBR usually means there is a loss of internet connection from the modem. https://kb.netgear.com/31030/What-do-the-LEDs-on-my-Orbi-mean
Is the CAT8 cable UTP or STP? STP is recommended.
If been working good then some sudden issues, maybe an ISP signal issue.
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-routerWhat is 3-3-3?
9.12.5.3
cat is shielded
next time acts up will get modem status and logs
sorry, 333= unplug all, plug in modem wait 3 minutes, plug router wait same and finally same on satellite
Get a log now if you can so we can review the modem at it's current state so we have a point of reference. Then if it shows up again, post another.
Will do; leaving town for graduations but try get before leave
thank you for prompt guidance
Enjoy.
Please see below. My wife said acting up all day
Cable Diagnostic
Status: Good
Action:
Your setup looks fine. If you can't access the internet, make sure you properly activated the modem. If modem has been activated and you still can't access the internet, contact your service provider for troubleshooting help.
If you can access the internet but has other internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info.CM Status: Good
Downstream Status: Good
Downstream Power Level: Good
Downstream SNR Level: Good
Upstream Status: Good
Upstream Power Level: Good
Current Time: Wed May 14 14:06:16 2025Startup Procedure
Acquire Downstream Channel: 237000000 Hz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+
IP Provisioning Mode: Honor MDD IPv4 only
Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 45 237000000 Hz 2 44.4 0 0
2 Locked QAM256 1 735000000 Hz -4.3 40.5 0 0
3 Locked QAM256 2 741000000 Hz -3.6 40.8 0 0
4 Locked QAM256 3 747000000 Hz -3.9 40.9 0 0
5 Locked QAM256 4 753000000 Hz -3.8 40.8 0 0
6 Locked QAM256 5 759000000 Hz -4.9 40.2 0 0
7 Locked QAM256 6 765000000 Hz -4.1 40.8 0 0
8 Locked QAM256 7 771000000 Hz -4.2 40.8 0 0
9 Locked QAM256 8 777000000 Hz -3.8 41 0 0
10 Locked QAM256 9 783000000 Hz -4.4 40.5 0 0
11 Locked QAM256 10 789000000 Hz -4.8 40.3 0 0
12 Locked QAM256 11 795000000 Hz -4.8 40.3 0 0
13 Locked QAM256 12 801000000 Hz -4.9 40.2 0 0
14 Locked QAM256 13 807000000 Hz -4.8 40.1 0 0
15 Locked QAM256 14 813000000 Hz -5.3 39.7 1 0
16 Locked QAM256 15 819000000 Hz -5.4 39.6 0 0
17 Locked QAM256 16 825000000 Hz -6.2 39 1 0
18 Locked QAM256 17 831000000 Hz -5.3 39.6 1 0
19 Locked QAM256 18 837000000 Hz -5.5 39.5 0 0
20 Locked QAM256 19 843000000 Hz -5.9 39.1 1 0
21 Locked QAM256 20 849000000 Hz -6.8 38.5 0 0
22 Locked QAM256 21 855000000 Hz -6.3 39 0 0
23 Locked QAM256 22 861000000 Hz -6.3 38.9 1 0
24 Locked QAM256 23 867000000 Hz -6.6 38.7 2 0
25 Locked QAM256 24 873000000 Hz -7.3 38 3 0
26 Locked QAM256 41 213000000 Hz 2.4 44.4 0 0
27 Locked QAM256 42 219000000 Hz 2.5 44.4 0 0
28 Locked QAM256 43 225000000 Hz 2.3 44.5 0 0
29 Locked QAM256 44 231000000 Hz 2.2 44.5 0 0
30 Locked QAM256 46 243000000 Hz 1.7 44.4 0 0
31 Locked QAM256 47 249000000 Hz 1.6 44.3 0 0
32 Locked QAM256 48 255000000 Hz 1.6 44.1 0 0Upstream Bonded Channels
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 17400000 Hz 42.5 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 23900000 Hz 43.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 30300000 Hz 43.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36700000 Hz 43.5 dBmV
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0Downstream OFDM Channels
Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable
1 Locked 0 ,1 ,2 ,3 159 300000000 Hz 1.78 dBmV 44.2 dB 296 ~ 7895 599060360 148194107 0
2 Locked 0 ,1 ,2 ,3 160 918000000 Hz -5.82 dBmV 38.2 dB 2216 ~ 5975 636456936 586112453 88Upstream OFDMA Channels
Channel LockedStatus ProfileID ChannelID Frequency Power
1 Locked 10 ,13 6 36800000 Hz 38.8 dBmV
2 Not Locked 0 0 0 Hz 0 dBmVEvent Log
Time Priority Description
Wed May 14 14:04:49 2025 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Wed May 14 13:29:15 2025 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Wed May 14 12:42:52 2025 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Wed May 14 12:29:10 2025 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Wed May 14 11:40:02 2025 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Wed May 14 11:29:06 2025 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Wed May 14 10:29:00 2025 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Wed May 14 00:27:53 2025 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Wed May 14 00:02:10 2025 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Tue May 13 22:27:38 2025 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 9 13.;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Tue May 13 22:27:12 2025 Warning (5) Dynamic Range Window violation
Tue May 13 22:27:12 2025 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Tue May 13 22:27:06 2025 Notice (6) DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Tue May 13 22:27:04 2025 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Tue May 13 22:26:59 2025 Notice (6) TLV-11 - unrecognized OID;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv4
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue May 13 22:25:47 2025 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue May 13 16:26:33 2025 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sat May 10 10:32:51 2025 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Mon May 05 19:24:50 2025 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 25 07:59:36 2025 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 14 15:57:19 2025 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 12 12:40:01 2025 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 12 12:40:01 2025 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 12 12:39:53 2025 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 12 12:39:43 2025 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 12 12:39:43 2025 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=54:07:7d:c8:bc:68;CMTS-MAC=b0:8b:d0:3f:d8:ef;CM-QOS=1.1;CM-VER=3.1;
Ok,
Power levels are all over the place,
Channels 0 thru 25 are mostly in the negative zone and some channels are bordering too low in power, channels 26 thru 32 or in the opposite direction, in the positive and in a good range. All channels should be some in the power power or mid power or positive power range. Theres a bit too much separation there. Something the ISP needs to look at.
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.
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
https://highspeed.tips/docsis-events/
Thanks. Cox is supposed to come on Monday
Cox out twice and coming out again next Tuesday. They are leaning toward modem or cables inside house.
Advise everything up to house is now checking out ok. Although they did concede they tweaked some of the neighborhood nodes, etc.
Kris
Ok, let us know how it turns out. Hopefully ISP can get there side working good.
