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Billdoom's avatar
Billdoom
Aspirant
Aug 05, 2016
Solved

C3000-100NAS periodically disconnecting from TWC

Greetings,

 

I have a C3000-100NAS modem running firmware version V2.02.08 with the lovely TWC as my ISP.

 

For about a week now, my modem will periodically (several times a day) lose connection. In the genie page, it will list the cable connection as offline and suggest I check that the coaxial cable is plugged in.

 

The cable is plugged in, and the connection will generally remain offline for quite some time. Rebooting the modem will fix the problem, though not immediately. I left for the weekend and it was down all weekend. Returned, rebooted the modem, and it was back online in ~15 minutes.

 

The logs are sparse, but will say something like this in the Event Log:

2016-8-5, 13:09:02Error (4)

Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=dc:ef:09:78:27:e0;CMTS-MAC=00:17:10:88:f8:16;CM-QOS=1.1;CM-VER=3.0;

 

And like this in the main log:

[Internet connected] IP address: x.x.x.x1Fri Aug 05 13:12:36 20160.0.0.0:00.0.0.0:0
[Time synchronized with ToD server]1Fri Aug 05 13:12:27 20160.0.0.0:00.0.0.0:0
[Internet disconnected]1Fri Aug 05 13:09:56 20160.0.0.0:00.0.0.0:0
[Time synchronized with ToD server]1Fri Aug 05 13:09:01 20160.0.0.0:00.0.0.0:0
[Internet disconnected]1Fri Aug 05 13:08:35 20160.0.0.0:00.0.0.0:0

 

This is a total disconnection, wifi & ethernet.

 

I've called TWC and complained, and they've told me that there's no issues in my area. I'm not sure who to believe, but if there's anything that you guys could help me with, I'd greatly appreciate it.

 

Edit: my wife that's home during the day corrected me, on some occasions, the connection does return on its own.

Troubleshooting
  • Billdoom's avatar
    Billdoom
    Aug 09, 2016

    So apparently there was some kind of "signal problem" between TWC and the modem. The tech sent some updated signals to it and wants me to do a full power cycle and that it should be fixed.

6 Replies

  • DarrenM's avatar
    DarrenM
    Sr. NETGEAR Moderator
    Aug 08, 2016

    Hello Billdoom

     

    Do you have a cable splitter hooked up to the modem if so try to remove it and see if the modem stays connected sometimes those splitters can kill the signal or fail.

     

    DarrenM

    • Billdoom's avatar
      Billdoom
      Aspirant
      Aug 08, 2016

      There's no cable splitter. The modem is plugged directly into the wall.

       

      Over the weekend, there was another disconnect that started at Saturday 2am and the modem never recovered its connection.

       

      I returned late sunday, restarted the modem (after grabbing the logs), and the connection returned a few minutes later.

       

      Is there at least an API/setting that I can use to programmatically restart the modem when the connection is down for a few minutes?

       

      If there's no solution offered soon, I'll likely request a replacement unit as the unit is only a few months old.