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Swift120's avatar
Mar 09, 2022
Solved

C6300 Frequent short internet drops

I have a C6300 modem/router with Xfiinity cable internet. I have used this exact set-up for several years without any issues, but over the last few weeks my internet has been pretty bad. Around every 20 minutes, I lose connection for around 30 secs. The outages are somewhat irregular, sometimes I don't have any for several hours and sometimes I have several within 10 minutes. It happens both through wifi and ethernet, and to all connected devices at the same time. The wifi network is still there and I remain connected to that, but I cannot reach the router control panel by entering its ip in a browser (the page won't load, similar to other websites). When I'm in a video call, it often seems like I lose uplink but not downlink, i.e., I can see and hear other people but they say that I am frozen.
 
I complained to Xfinity and they came out to measure the signal strength etc. and said all of that looked good. I tried modem/router reboot, factory reset, renew ip lease (which gave me the same ip back), changing wifi channel etc. but none of it seems to make a difference.
 
Any ideas?
  • Just wanted to give an update. I switched to a Motorola MB7621 (24x8 DOCSIS 3.0) modem and another router (an old TP Link that I borrowed) without changing/replacing anything in the coax line. That solved the problem immediately. My guess is the old C6300 modem-router hardware was failing.

     

    Big thanks to FURRYe38 and plemans for helping out!

16 Replies

  • FURRYe38's avatar
    FURRYe38
    Guru - Experienced User

    Please post a copy and paste of the modems connection status page.
    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 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?article=24311
    https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

    • Swift120's avatar
      Swift120
      Guide

      ISP has checked signal up to the modem and verified cable and connection quality. There is no splitter installed. Power off for 1 minute and back on didn't make a difference.

       

      Connection page:

      <tabindex=-1>Startup Procedure</tabindex=-1>
      ProcedureStatusComment
      Acquire Downstream Channel525000000 HzLocked
      Connectivity StateOkOperational
      Boot StateOkOperational
      SecurityEnabledBPI+
      IP Provisioning ModeHonor MDDhonorMdd(4)

      Downstream Bonded Channels
      ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUnCorrectables
      1LockedQAM 2561435000000 Hz-1.9 dBmV40.3 dB7243354590707
      2LockedQAM 2562441000000 Hz-1.9 dBmV40.9 dB00
      3LockedQAM 2563447000000 Hz-1.7 dBmV40.3 dB00
      4LockedQAM 2564453000000 Hz-1.5 dBmV40.9 dB190
      5LockedQAM 2565459000000 Hz-1.4 dBmV40.3 dB3044471
      6LockedQAM 2566465000000 Hz-1.5 dBmV40.3 dB920161199165
      7LockedQAM 2567471000000 Hz-1.5 dBmV40.3 dB00
      8LockedQAM 2568477000000 Hz-1.5 dBmV40.3 dB00
      9LockedQAM 2569483000000 Hz-1.5 dBmV40.9 dB00
      10LockedQAM 25610489000000 Hz-1.5 dBmV40.9 dB00
      11LockedQAM 25611495000000 Hz-1.7 dBmV40.9 dB00
      12LockedQAM 25612501000000 Hz-1.7 dBmV40.9 dB00
      13LockedQAM 25613507000000 Hz-1.9 dBmV40.9 dB00
      14LockedQAM 25614513000000 Hz-2.0 dBmV40.3 dB00
      15LockedQAM 25615519000000 Hz-2.2 dBmV40.9 dB00
      16LockedQAM 25616525000000 Hz-2.2 dBmV40.3 dB00

      Upstream Bonded Channels
      ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
      1LockedATDMA25120 Ksym/sec16400000 Hz44.3 dBmV
      2LockedATDMA35120 Ksym/sec22800000 Hz44.3 dBmV
      3LockedATDMA45120 Ksym/sec29200000 Hz44.3 dBmV
      4LockedATDMA55120 Ksym/sec35600000 Hz42.8 dBmV

      Current System Time: Wed Mar 9 16:46:52 2022
      System Up Time: 5 days 06:18:49
      • FURRYe38's avatar
        FURRYe38
        Guru - Experienced User

        A tad bit low on power however with in spec. 

        Though are you getting some correct and uncorrectables that should be zero on 4, 5 and 6. 

        Check for loose connections. Make sure all coax jack plugs are screwed in firmly. 

         

        Had a factory reset and setup from scratch been performed? 

         

  • olympos1625's avatar
    olympos1625
    NETGEAR Employee Retired

    Hi Swift120,

     

    Good day!

     

    We are sorry to hear about your experience with the modem router. If your modem is still within hardware warranty, please contact our Support team so we can replace the modem.

     

    https://kb.netgear.com/1113/Warranty-Return-Policy

     

    Please do not hesitate to let me know if you need further assistance. 

     

    Regards,

     

    Oliver

    Community Team