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WS190's avatar
WS190
Aspirant
Oct 18, 2020

C6300 - Internet Disconnecting

I have a new NetGear C6300 [https://www.cox.com/residential/support/netgear-c6300.html ] and my internet connection drops twice daily.

 

The outage last for less than three minutes, and happens every 12 hours with the outage time rolling forward with each disconnect. The ISP says their connection is solid, and netgear tech support hasn’t been able to identify the issue.

 

Not certain if this is a DCHP lease expiration issue or what might be causing it.

 

See logs attached - thanks for any insight shared.

3 Replies

  • FURRYe38's avatar
    FURRYe38
    Guru - Experienced User
    Oct 19, 2020

    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. 
    Be sure to power OFF the modem for 1 minute them back ON.
    https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853

    • WS190's avatar
      WS190
      Aspirant
      Oct 19, 2020

      Have the ISP check the signal and line quality UP to the modem.
      ~ISP has been to the house twice - the signal and line from street to modem is fully intact.

      Be sure the ISP provisions the modem correctly.


      ~ISP has provisioned and reprovisioned with no changes.

      Be sure there are no coax cable line splitters in the between the modem and ISP service box.


      ~We moved modem previous and had an open output on the splitter. The modem has been returned to original location and the output has been closed. The line from the street comes into a 3/2 splitter with one line going into the modem.

       

      Be sure your using good quality RG6 coax cable up to the modem.
      ~Affirmative.

       

      Be sure to power OFF the modem for 1 minute them back ON.
      ~ It has been de-powered several times (for one minute, ten minutes, and had a factory reset) - no change

       

      Observations:
      -Disable Port Scan and DOS Protection on settings is not checked and enabled
      -Nighthawk app says my firmware isn't updated, but the version reads as most recent V1.03.04.
      - This def a consistent "12-hour" drop which lasts for about 3 minutes and it takes my systems another 6 minutes to come back online. No other drops are taking place though.

       

      Questions:
      Do you think DDOS and DOS attacks are impacting anything (as they seem to be quite excessive/consistent on the logs)?
      Any value in asking netgear tech support to escalate this up a tier?

       

      THANK YOU FOR YOUR REPLY -

      • WS190's avatar
        WS190
        Aspirant
        Oct 24, 2020

        If I de-power then restart my modem, that resets the 12-hour clock until the next outage, so am thinking this is a setting, timer, clock issue - does anyone have any thoughts?