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Forum Discussion
CM1200 Dropping Multiple Times
I have contacted Optimum multiple times to update our firmware which they refuse to do.
I have attached screenshots of logs and settings. Any help would be greatly appreciated. Netgear told me the following which has gone nowhere.
This is Trisha from NETGEAR Chat Support. I apologize our chat got disconnected. Please log back to the chat using the app or you can log back using our support site (www.support.netgear.com) so we can continue and refer to this case number 47431618.
With regards to your case, As I checked you are getting multiple T3 timeouts. T3 Timeout means the cable modem sent 16 ranging request messages without receiving a ranging response message in reply from the CMTS. The cable modem is therefore resetting its cable interface and restarting the registration process. This typically is caused by noise on the upstream when the cable modem’s power level is insufficient to transmit any messages. If the cable modem cannot raise its upstream transmit power level to a level that allows successful communication within the maximum time-out period, it resets its cable interface and restarts the registration process. This is an error in the power levels and causes the connection to drop.
With this, we usually suggest contacting Level 3 support or a higher level of support from your ISP and providing the screenshot of the Event Logs showing the T3 timeouts. Request from the higher level of support as well to update the firmware on the modem/router as it is pushed down to your the ISP.
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12 Replies
Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem.
Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended.
What is the brand and model of the host wifi router connected to the modem?You have Correctables and Un-Correctables that should be zeros:
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
https://highspeed.tips/docsis-events/- Router is an Orbi RB750. The Orbi’s firmware is current.
Optimum came out and checked the line and reported zero issues with signal strength. I’m really at a loss.
2 years no issues, and then this mess.All the items I outlined are on the ISP side of the modem. What the modem reports in the logs. Did the tech take a look at the logs?
Only other thing would be to rent the ISP modem for short term to see if theres does the same thing, if it does, then they need to fix there side. Seems that if the modem had been working ok and something suddently broke, ISP could have make a change or did some maintenance somewhere on your line causing problems.
