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Forum Discussion
C7000v2 disconnection issues
I installed a C7000v2 early January this year. Worked like a charm until last week. For the last week I have been getting almost hourly disconnections which usually last for about 3 minutes. No reboots necessary. Connection reestablishes on it's own. Called Netgear tech support about a week ago and did some trouble shooting. Tech told me that some downstream bonded channels were out of range and to call ISP and have them fix it.
Called xfinity and told them what Netgear said had to be done and within 2 hours all channels within range and have stayed in range for the last week. All were between -1 and +1 but problem continued and that did not fix it.
Called xfinity and had tech come out 2 days ago. He checked ALL the cables from the box outside that leads to the house wall and to the attic and back to downstairs to the outlet on wall that goes to the modem and said all signals measured fine.
I called Netgear again today and told them all that had been done from fixing the power on downstream bonded channels to checking all cables. He had me read him the event log and he pointed to following error in the log:
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=redacted;;CMTS-MAC=redacted;;CM-QOS=1.1;CM-VER=3.0;
He said the T4 time out points to cable issue so I am at a loss because the xfinity tech told me all cables good. He was pretty thorough. As I mentioned he even went up to the attic. No splitters anywhere either.
He also sat on the cable box in my front yard for about an hour monitoring the line trying to see if any odd signals coming in and he couldn't find any issues at all as far as signal or cables.
What to do?
Any suggestions are welcome. Thanks
5 Replies
What Firmware version is currently loaded?
Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-modem-modem-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-routerHello,
Little update.
The comcast box in front of our yard feeds two houses.
Some years ago one of the two ports in the box (it feeds us and a neighbor) was damaged by lightning. Comcast came out and did not fix the damaged port. They rigged it by placing a splitter on the one working port. It remained like that for years. I finally got on their case when the current problem started and they fixed it the right way on 4/22. That still didnt fix the T3 errors but starting on 4/24, two days after they fixed the box the amount of T3 errors and loss of internet on every T3 errors were reduced from 12-14 per day to 1 every other day.
The log I am sending doesnt show errors before 4;/24 because I had cleared it the night before but as you can see I have only gotten three T3 errors since then. A great improvement. I havent noticed any down time since 4/24 even though there are three T3 errors.
Firmware Version
V1.03.08
EVENT LOG
2023-4-29, 03:42:12 Warning (5) MDD message timeout;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0; 2023-4-29, 02:37:14 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0; 2023-4-28, 01:53:50 Warning (5) MDD message timeout;CM-MAC=REDACTED3;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0; 2023-4-27, 21:05:38 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0; 2023-4-27, 15:05:26 Warning (5) MDD message timeout;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0; 2023-4-25, 06:10:47 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0; 2023-4-24, 23:00:04 Warning (5) MDD message timeout;CM-MAC=9REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
Cable Connection
Downstream Bonded Channels
Upstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 9 543000000 Hz 0.8 dBmV 36.6 dB 170 129
2 Locked QAM256 42 441000000 Hz 3.1 dBmV 37.5 dB 24720 32255
3 Locked QAM256 43 447000000 Hz 3.2 dBmV 38.2 dB 1525 2421
4 Locked QAM256 44 453000000 Hz 3 dBmV 38.3 dB 161 0
5 Locked QAM256 45 459000000 Hz 2.7 dBmV 37.7 dB 235 0
6 Locked QAM256 38 465000000 Hz 2 dBmV 38 dB 623 0
7 Locked QAM256 39 471000000 Hz 1.9 dBmV 37.7 dB 838 0
8 Locked QAM256 40 477000000 Hz 1.3 dBmV 37.6 dB 322 0
9 Locked QAM256 41 483000000 Hz 1.4 dBmV 37.7 dB 173 0
10 Locked QAM256 1 489000000 Hz 1.1 dBmV 37.5 dB 100 0
11 Locked QAM256 2 495000000 Hz 1.1 dBmV 37.6 dB 111 0
12 Locked QAM256 3 507000000 Hz 0.9 dBmV 36.6 dB 89 0
13 Locked QAM256 4 513000000 Hz 0.5 dBmV 36.6 dB 183 0
14 Locked QAM256 5 519000000 Hz 0.5 dBmV 33.6 dB 1585981 136
15 Locked QAM256 6 525000000 Hz 0.6 dBmV 33.5 dB 1077322 308
16 Locked QAM256 7 531000000 Hz 0.5 dBmV 35 dB 21201 574
17 Locked QAM256 8 537000000 Hz 0.3 dBmV 34.6 dB 0 0
18 Locked QAM256 10 555000000 Hz 0.9 dBmV 35.3 dB 12 0
19 Locked QAM256 11 561000000 Hz 1.2 dBmV 35.2 dB 26 0
20 Locked QAM256 12 567000000 Hz 1.4 dBmV 35.2 dB 138 0
21 Locked QAM256 13 573000000 Hz 2 dBmV 35.3 dB 1479 16
22 Locked QAM256 14 579000000 Hz 2.4 dBmV 34.1 dB 51 0
23 Locked QAM256 15 585000000 Hz 2.3 dBmV 36.2 dB 0 0
24 Locked QAM256 16 591000000 Hz 2.8 dBmV 37.5 dB 0 0
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 5 5120 Ksym/sec 29200000 Hz 45 dBmV
2 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 44 dBmV
3 Locked ATDMA 6 5120 Ksym/sec 22800000 Hz 44.3 dBmV
4 Locked ATDMA 8 5120 Ksym/sec 16400000 Hz 42.3 dBmV
5 Locked ATDMA 10 1280 Ksym/sec 39600000 Hz 44.3 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmVPower levels are ok but kinda all over the place. Should be closer in 3db across all channels.
I see correctables and uncorrectables that should be zeros.
The ISP needs to review and resolve any Critical, Errors or Warnings seen in the event logs.
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.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
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
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
I have tried posting reply 3 times with what you ask me to provide and it keeps telling me I have links in the post which I dont. It posts it and says there are 3 messages and when i revisit the post is gone. I give up
Think I was finally able to post. Copied what I tried posting 3 times already and it finally accepted it. Thanks
