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Forum Discussion
C7000-100NAS randomly drops internet connection
Hello, My C7000-100NAS modem seems to randomly drop it's Comcast connection. This happen on 2.4 ghz, 5 ghz, and wired connections. There is no pattern, however the dropped connection usually last...
As mentioned in an earlier post - try a "hard reset" to re-establish the default settings and possibly correct some hidden fault that is affecting the operation.
The "hard reset" will also re-establish the MAC addresses for the Cable Modem (default on the nameplate), plus the MAC addresses for the LAN port and the INTERNET port. The later are sequental (in last 2 numbers) to the default Cable Modem MAC address. After the hard-reset, change the "default" login username and password for the Cable Modem (for security), and reset the Internet password(s) to those previoulsy used - this should allow all previously "attached devices" to connect. Leave all other settings alone until you can determine if the problem is corrected.
That isnt a fix. its a bandaide. root cause needs to be determined and addressed.
Depends on how long the Bandaide lasts. Possibly the ISP is changing a setting not available for endusers to access and a "hard reset" is the only approach.
Another question for "lost internet service" - folks should determine (if possible) if the wreless connection between the PC and Modem/Router is failing, or if the ISP feed to the Modem is failing. If a hard drive (for example) is attached to the LAN port of the Modem/Router, and the PC can read and download a file from that drive, yet unable to reach the internet - then that would indicate an problem with the ISP feed or Modem's operation. If the PC can not reach a LAN connected device, then that might indicate an issue with the PC's WiFi adapter or the Router's operation.
Regarding the PC's WiFi adapter - items to check are: set to max power at all times, and not allowing the PC to turn off the adapter to "save energy". These settings are OK for desktops, but might drain the battery on laptops.
It is difficult to troubleshoot a "combined" modem/router device, since the issues are difficult to separate - i.e., is it the ISP's signal, the modem, the router, the PC's adapter, etc. Installing a LAN device can help to separate some of the issues, but not all.
I can appreciate your reply and I do agree a process of elimination needs to happen in order to determine the root. My snarky comment about a reset being a bandaide is simply that a hard reset does not change the hardware or the firmware of the router. Yes, it can reset data parameters and it can solve sync issues, but it does not solve the bits that created the problem in the first place. Doing a reset is not a perm fix. Be asured, proper network troubleshooting has been done. When all 20 devices (hardwired and wireless) drop internet at the same time, I am very confident it is a router issue. It is not a LAN issue. All devices have their permitted LAN functionality even when the internet drops. Even checked the 4 swtiches on the network just to be sure. So, this leaves the problem at the router or comcast, or both. Given that prior to the C7000 being on our network, it was very reliable, it is very suspect.
OK, I agree with your comments.
You have definitely determined that the "wi-fi router" part of the Cable Modem/Router is functioning just fine. The Wi-Fi Router and LAN function independly from the modem; and since you can access (via Wi-Fi) the LAN devices from your PC when the internet connection is lost - then it may be assumed that the Router-LAN part of the Cable Modem/Router is functioning OK - other than the modem connection and ISP signal.
So, the issue might be one of the following: [1] periodic loss of the ISP cable signal to the modem - where the Cable Company or Line Connection at Fault; [2] modem drops the ISP signal connection to the router; [3] router drops the signal connection from the modem. Both items [2] and [3] can be either physical hardware or internal software related. It might even be temperature related - i.e., thermal buildup affecting physical connections (on the board or internal to a chip). A longshot might be internet disruption when an incoming request or outgoing access is being denied due to a security or firewall setting within the Modem - in which case I would re-examine the devices attached to the LAN, and maybe disconnect them while you re-evaluate the Modem's operation (and internet ocnnection) without those devices "on-line".
One additional test (if not done before) would be to connect a PC to the LAN and see if the interent signal is maintained or lost. If lost, then the Modem operation (and connection to the Router/LAN) is likely the issue - assuming the ISP signal is of consistent strength and quality. If the internet connection is lost or intermittent, then the IPS signal is likely at fault (connection, quality, etc.).
This analysis assumes that the C7000 unit combined a "Cable Modem" with a "Router/LAN", with the two components operating "independly", but just on the same circuit board. I believe you have narrowed the problem to either the ISP Signal or Modem operation, with a longshot issue with a LAN device.