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C7800 says Cable Connection Not Connected
This C7800 Nitehawk modem worked fine from February until November 2020. Last weekend it stopped connecting to the internet. The LAN is working, but the cable connection is failing. On the web admin home screen in Cable Connection square I see the red message Not Connected.
The power LED is solid white. The download, upload, and internet LEDs repeat this sequence: The download LED flashes while the other two LEDs are off. Then the download LED turns solid and the upload LED flashes. Then the upload LED turns solid and the internet LED flashes. Then all 3 LEDs turn off and the sequence repeats.
The internet provider Midco tested the coax signal strength going into the modem and it is good. The internet provider reset the device through the internet. The modem owner and I reset the device multiple times. The cable provider reset the firmware on the device and set the correct settings but the C7800 will not connect to the internet. The internet provider said the modem is trying to download a firmware.
The web interface indicates the firmware version 3.01.43. From what I can tell online, that is probably the correct firmware version but the internet provider could not say for certain.
The activity log shows these repeating messages:
Honoring MDD; IP provisioning mode = IPv4
DHCP WARNING - Non-critical field invalid in response
Missing BP Configuration Setting TLV Type
Missing BP Configuration Setting TLV Type
No Ranging Response received - T3 time-out
I contacted Netgear support. They said the white solid power LED means the hardware has no problems. They asked that we pay extra for troubleshooting this device since it does not appear to them to be a hardware problem.
Thank you in advance to anyone who has time to help!
Hope the RMA works!
Sorry but photos can take a while to show as a moderator has to approve them.
5 Replies
Sorry, correction. I had written the internet provider reset the firmware. What I had meant to write was that the internet provider reset the device to factory defaults.
do you have a screen snip of the cable connections page and the event logs? That lets us look at the connection back to the isp.
If you have any splitters, amplifiers, or attenuators in line, I'd recommend removing them. Check the line for kinks, damage, bad/cheap/loose connectors. Preferrably, move the modem to right where the coax enters the home and direct connect it. That ensures wiring ran in the house isn't the issue.
Thank you for the reply plemans,
The modem owner asked to pay for GearHead support. They conducted a few more tests and have issued an RMA for this modem. This may no longer be interesting to anyone. However I believe I did capture the 2 pictures as you described in case anyone else is having this problem.
IThe modem was plugged into the cable directly from the cable provider. The cable provider checked the signal strength by disconnecting the coax cable directly from the modem. The cable works with a test modem.
Hope the RMA works!
Sorry but photos can take a while to show as a moderator has to approve them.