C7100V-100NAS Requires Constant Reboots To Stay Connected To Xfinity

Question

Model C7100V-100NAS |&nbsp;Firmware Version V2.01.45&nbsp;I live in Everett, WA and have a voice/Internet account with Comcast Xfinity and own my C7100V.&nbsp;History: I've been with Xfinity for many years and previously used an Arris cable modem router that I also owned. When the Arris finally failed I purchased a Netgear C7100V.&nbsp;Issue: Ever since having Xfinity install my C7100V I've been plagued with random loss of connection to the Xfinity service. This happened every few days and was only resolved by performing turning off the modem, waiting several seconds, and then turning it back on.&nbsp;These dropouts became so bad that I finally put the modem on a Smart Plug that turns it off every night at 2 am for 5 minutes. This seemed to work for a few months but now the losses are once again happening during daylight hours, roughly every other day.&nbsp; I haven't contacted Xfinity yet as I own the modem and dealing with them is pretty awful plus, this issue only began immediately after switching from Arris to Netgear.&nbsp;Thanks!&nbsp;#dropouts, #connection loss, #requires rebooting, #Xfinity

FURRYe38 · Answer

The 1st log is the router log. There would be a 2nd event log for the modem that we need to see. If you can post that. You may see lots of NOTICES or CRITICAL messages in this log. Can you find and post this log please?
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Power on the modem is in spec but I see lots of Correctables and UN-Correctable value that should&nbsp; all zeros.&nbsp;
Be sure there are no coax cable line splitters in the between the modem and ISP service box.&nbsp;Be sure your using good quality RG6 coax cable up to the modem.&nbsp;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#M12853https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-routerhttps://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

FURRYe38 · Answer

Power levels are good.&nbsp;Correctables and Un-Correctables are good now.
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Too many Criticals and Warnings that the ISP should review and resolve.&nbsp;

FURRYe38 · Answer

What speed tier package do you pay for from the ISP?&nbsp;
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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-routerhttps://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-router

Crady · Answer

We have the Gigabit plan.&nbsp;Combined status and log attached.&nbsp;Thanks!

Crady · Answer

The modem was indeed behind an amplifier and a splitter [leftover from our cable TV days] and I removed them.&nbsp; Now, the feed from the street goes directly to the modem.&nbsp; It could be some days before I know whether that resolved the issue - fingers crossed.&nbsp; Thanks again for the help.

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C7100V-100NAS Requires Constant Reboots To Stay Connected To Xfinity

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