CM1000v2 - Interent Periodically Drops - Modem Critical Errors

Question

Hi everyone,&nbsp;In August, I changed ISP's (to RCN Chicago), bumped up my speed to a gig, and got a new modem CM1000v2. Through these past couple of months though, I have been having intermittment connection issues. It has been painfully slow at times (1-20 Mbps) or connection will drop entirely (although completely dropping is less frequent). I have had a few different techs come out only to be stumped by the results when their own equipment also measures a slower speed than expected. The first 2 techs came and said it was probably a wiring problem to the building and a different department would have to come out and take a look, but the third tech that came out pointed out some errors from my modem and said it was my modem's fault.&nbsp;We did a factory reset a few weeks ago, and the speeds were better (not what they should be, but closer to like 500 Mbps so I was fine with it), but today my signal dropped again and I noticed the errors were back from my modem (see attached). Anyone know if this is a defect of the modem or could this be something my ISP needs to fix?&nbsp;Happy to provide any more information that maybe necessary.&nbsp;Hope to hear from you.&nbsp;Thanks,

FURRYe38 · Answer

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.

https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853

I would try a different modem as well to see if the problem continues or not...

CHICAGOMIKE2000 · Answer

Do you have any knowledge of these errors themselves by chance? Are these usuing due to cords since that is what you are asking me to check?

I am in an apartment building so not much I can control about the cords, but I am assuming there are definitely splitters.

FURRYe38 · Answer

Anything is possible. The ISP needs to check the service lines up to the building and up to the modem you use.&nbsp;

CHICAGOMIKE2000 · Answer

Update:&nbsp;Someone came out last week and after a couple hours of diagnosis suspected a cable issue for my building. After he tightened some cables and did whatever he had to do for our building, he came back and tested. There was a new error message this time using the ISP's disagnostics tool. My modem was partially operational, "OFDM impairment. Channel disabled by modem." He initially thought my modem was busted, but after contacting his own support team found out that multiple people were having this exact same issue in my building, not just me. That's when he concluded that it's probably a cabling issue and sent an internal request for a fix. Another team would have to come out and try fix the cables.&nbsp;Here we are a week later. Throughout the week, I have seen perhaps an hour or two of gig speeds (for the first time ever!!), but for the most part it's been the same old slow speed. I reached out to my ISP again today, and for some stupid reason, they have no way of knowing if the cable team has done anything to my building. They also have no idea if they will contact me once it has been done or leave a note in my account or anything. They have 0 information. The person I was talking to did say that he thinks it's my modem, based on I don't know what information??? Obviously, not satified with this response, I requested another tech to come out.&nbsp;I am inclined to think the cable team did come out to my building because I am now recieving new error messages about the downstream power levels (attached screenshot) and the modem is also showing new errors in regards to these levels.&nbsp;If anyone has any information relevant to me, happy to hear it!! I am so very tired of these issues and my ISP having no clue what to do about it. I just need them to figure out if it is my modem or their own cabling so I can submit a warranty claim if I need to.

FURRYe38 · Answer

I would do this, ask the tech to bring you one of there modems to barrow for say a week or two. This would help check to see if there modem does same thing or not. If it does, then the issue is on there side. If not, then your CM modem maybe fautly. Check to see if your ISP updates user owned modems as well...

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CM1000v2 - Interent Periodically Drops - Modem Critical Errors

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