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 lasts 2-5 minutes. When this happens, using the Netgear Genie is useless, it just stalls when trying to connect. Connecting to the IP of the modem works fine to reach the admin page. When the connection drops, the cable connection report on the C7000-100NAS shows the connection is good, 20x4 bonding. Other times, it reports the connection is offline. I've been on the phone with Comcast, and they are not seeing anything wrong with the line, and no firmware updates are needed or available. I see there are many reports of this same behavior with this model. The Amazon page is littered with them. I wish I had seen these reports before buying this pricey peice of equipment. I am hoping Netgear has a resolution. Of course the compimentary support period ended like 10 days ago, which is another source of frustration with this product. Any help would be appreciated. Thanks.

I have similar problems with my C7000 and it's now getting to the point where I may have to dump this device. All I want is reliable internet. I've got Time Warner and I don't think the problem is with them. I'm a Network Engineer by trade and by no means does that make me "a "Netgear" expert, it does however mean I possess the ability to troubleshoot further and provide additional information. I've had my fair share of crappy wireless devices along with excellent Enterprise class in Cisco, AeroHive, Juniper, Aruba etc. I'm about to say "to heck with it" and spend $500-1k on an Enterprise device as I've wasted close to that on Linksys and Netgear devices over the years. The C7000 will randomly drop my internet connection for 60 seconds to 5 minutes. Sometimes, it requires a complete reboot. Sometimes it wakes up from being half dead and I need to do nothing. However, the issues are sporatic but obvious and I would guess Netgear would be fully aware of this bug. One second it will drop ICMP traffic to the internet but the C7000's interface tells me my "Cable Connection" is good and I can ping my LAN interface. Then, it will stop responding to ICMP on it's LAN (internal RFC1918 address) interface but Internet traffic still passes fine. For example, as I'm typing this, I can't ping my LAN interface but I can ping 8.8.8.8 without issue. I just looked again and now my LAN interface responds to ICMP but internet is dead. A few minutes later without doing anything, both start responding. Either way, it's virtually impossible to blame Time Warner for this issue when the local LAN interface won't even respond to ICMP (randomly) and internet traffic responds fine. It's also obviously not a weak wireless signal when I can pass sub 20ms packets to most destinations on the internet but not ping my LAN interface. Bottom line, the C7000 displays such erradic behaviour it doesn't seem stable or this firmware release needs work. Time Warners crappy rented "Technicolor", while having weak wireless signal, is at LEAST reliable. Netgear needs to get on with a stable firmware release or lose customers. Most people don't know how to properly troubleshoot an issue and for costing $200 plus, they shouldn't need to constantly "troubleshoot" what's becoming pretty evident as a firmware issue. Word of mouth spreads and it reflects in reviews.

It is not Comcast. C7000, a $220 asset, is in my closet now. I have written it off ass a loss and lesson learned. I almost threw it away or lit it on fire in protest. But, I chose to keep it around as a reminder. I replaced my setup with ASUS gear and all is fine. I have always had Netgear everything. Since their total lack of concern about this known issue I will never buy another. I was recently in the market of a wireless repeater for another location that has a lot of obstruction. Pretty much the only game in town was Netgear. I decided to run ethernet wiring instead. Trust me. It is the modem/router and they do not care.

Netgear Technical support can’t fix this problem themselves. I tried everything and played around with settings nothing worked. I noticed that it’s a router problem vs it’s modem.My solution: used this product to serve only as a modem. Bought the GoogleFi and used it as a router using a mesh network. Problem solved.

Hey CCutter, Yes, It's fairly easy to turn it into Modem only. It's all in the software, I'm sure there are instructions you can find online. It's been a year since I turned the C7000 into modem only and used the Google WiFi Mesh as my Router and I had 0 drops. The worst thing i've encountered is a little bit of slowness for about 5 seconds then everything is back to normal. The slowness only happened twice in 1 year. Netgear needs to at least refund us half of what we paid for since we can only use this C7000 as a modem.

Word does spread. The Co I work for has stopped recomending Netgear for home offices. That only impacts a dozen or so sales at best, but it's a pea shooter across the bow - lol

C7000-100NAS randomly drops internet connection

119 Replies

HKahler

Tutor

Aug 15, 2018

It's interesting that Netgear has allowed this to continue on for two years. Same problem here, all the following messages repeat every 30-45 minutes. Talked w/ my ISP (spectrum/twc) and they came out tested the line into the house and from the wall to the router--all good. Troubleshot w/ netgear techs, reduce MTU size, factory restore, problem doesn't stop. Tech recommended replacing it if the factory restore didn't work. Fortunately I bought from Amazon and I'm awaiting the replacement tomorrow (but this five page message train doesn't give me much hope it will work, so if it doesn't I'll just go w/ a refund):

2018-8-14, 21:09:10	Warning (5)	MDD message timeout;CM-MAC=78:d2:94:8c:c5:90;CMTS-MAC=00:01:5c:69:22:73;CM-QOS=1.1;CM-VER=3.0;
2018-8-14, 21:09:10	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:d2:94:8c:c5:90;CMTS-MAC=00:01:5c:69:22:73;CM-QOS=1.1;CM-VER=3.0;
2018-8-14, 21:09:42	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:d2:94:8c:c5:90;CMTS-MAC=00:01:5c:69:22:73;CM-QOS=1.1;CM-VER=3.0;
2018-8-14, 21:09:57	Notice (6)	Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2018-8-14, 21:10:12	Error (4)	Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=78:d2:94:8c:c5:90;CMTS-MAC=00:01:5c:69:22:73;CM-QOS=1.1;CM-VER=3.0;
2018-8-14, 21:10:12	Error (4)	Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=78:d2:94:8c:c5:90;CMTS-MAC=00:01:5c:69:22:73;CM-QOS=1.1;CM-VER=3.0;

Tbalfany
Aspirant
Nov 04, 2018
The fix for us was change the 2.4 to channel 6 and 5ghz to channel 157 on the wireless tab of the Netgear genie ( or router login page ).
- CCutter
  Tutor
  Nov 04, 2018
  Thank you for your reply! I turned it into a modem only and bought the google Wifi router, very very happy with google, not a single issue! Good luck with your solution!
- BigDog2017
  Guide
  Nov 04, 2018
  Glad that worked for you, but that is not the orginal issue. The orginal issue was dropping the connection with the ISP not the client devices connected to the router. Channel switching can help device connection connection issues in areas with a concentration of wireless routers all broadcasting, but that feature is unrealted to the routers connnection with comcast, centurylink, timewarner or whomever the ISP is.
- junfitz
  Guide
  Nov 04, 2018
  Hello,
  Switching channels only works temporarily. That channel will eventually get full again within 1 - 3 days. If you don't mind having to do it often, that's a good solution. But if you want a permanent fix, turn your Netgear into Modem only and use the Google Wifi as your router. I believe it's been almost a year or longer with no more problems here. Good luck!

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C7000-100NAS randomly drops internet connection