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TylUmp's avatar
TylUmp
Aspirant
Jul 01, 2023

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 m...
FURRYe38's avatar
FURRYe38
Guru - Experienced User
Jul 01, 2023

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/

  • TylUmp's avatar
    TylUmp
    Aspirant
    Jul 01, 2023
    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.
    • FURRYe38's avatar
      FURRYe38
      Guru - Experienced User
      Jul 02, 2023

      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. 

      • TylUmp's avatar
        TylUmp
        Aspirant
        Jul 04, 2023

        Tech came back out yesterday and reported no concerns.  I requested the check the line running underground to house.  Upon doing so there have been no logged issues and no loss in connection. 

         

        Uncorrectables are now zeroed out.  Any other other recommendations.  FYI, ISP is refusing to upgrade firmware on modem.

         

         

         
         
        Apply               Cancel     
        Frequency start Value
        This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
        Starting Frequency
         

        Startup Procedure

        ProcedureStatusComment
        Acquire Downstream Channel447000000 HzLocked
        Connectivity StateOKOperational
        Boot StateOKOperational
        SecurityEnabledBPI+
        IP Provisioning ModeHonor MDDhonorMdd(4)
         

        Downstream Bonded Channels

        ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
        1LockedQAM25624447000000 Hz3.4 dBmV37 dB10
        2LockedQAM2561309000000 Hz1.7 dBmV35.4 dB100
        3LockedQAM2562315000000 Hz1.5 dBmV35.1 dB340
        4LockedQAM2563321000000 Hz1.2 dBmV34.3 dB180
        5LockedQAM2564327000000 Hz1.5 dBmV35.8 dB40
        6LockedQAM2565333000000 Hz1.4 dBmV35.6 dB370
        7LockedQAM2566339000000 Hz1.3 dBmV35 dB100
        8LockedQAM2567345000000 Hz0.5 dBmV34.8 dB80
        9LockedQAM2568351000000 Hz1.4 dBmV35 dB10
        10LockedQAM2569357000000 Hz1.6 dBmV35.6 dB10
        11LockedQAM25610363000000 Hz2 dBmV35.3 dB00
        12LockedQAM25611369000000 Hz2.2 dBmV35.3 dB00
        13LockedQAM25612375000000 Hz2.4 dBmV35.7 dB00
        14LockedQAM25613381000000 Hz2.5 dBmV35.2 dB190
        15LockedQAM25614387000000 Hz2.4 dBmV36 dB00
        16LockedQAM25615393000000 Hz2.5 dBmV36.1 dB00
        17LockedQAM25616399000000 Hz3.1 dBmV36.3 dB20
        18LockedQAM25617405000000 Hz3.5 dBmV36.2 dB10
        19LockedQAM25618411000000 Hz3.6 dBmV36.3 dB10
        20LockedQAM25619417000000 Hz3.5 dBmV36.6 dB10
        21LockedQAM25620423000000 Hz3.3 dBmV36.7 dB00
        22LockedQAM25621429000000 Hz3.5 dBmV36.7 dB00
        23LockedQAM25622435000000 Hz3.5 dBmV36.6 dB10
        24LockedQAM25623441000000 Hz3.4 dBmV36.7 dB10
        25LockedQAM25625453000000 Hz3 dBmV37 dB00
        26LockedQAM25626459000000 Hz3 dBmV36.9 dB10
        27LockedQAM25627465000000 Hz2.9 dBmV36.7 dB00
        28LockedQAM25628471000000 Hz2.9 dBmV36.9 dB00
        29LockedQAM25629477000000 Hz2.8 dBmV37.1 dB00
        30LockedQAM25630483000000 Hz2.6 dBmV37.1 dB00
        31LockedQAM25631489000000 Hz2.2 dBmV37.1 dB00
        32LockedQAM25632495000000 Hz2.2 dBmV37.2 dB00
         

        Upstream Bonded Channels

        ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
        1LockedATDMA655120 Ksym/sec35500000 Hz44.5 dBmV
        2LockedATDMA665120 Ksym/sec28700000 Hz43.5 dBmV
        3LockedATDMA672560 Ksym/sec23500000 Hz42.8 dBmV
        4LockedATDMA682560 Ksym/sec19900000 Hz43.3 dBmV
        5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
        6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
        7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
        8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
         

        Downstream OFDM Channels

        ChannelLock
        Status        		Modulation /
        Profile ID        		Channel
        ID        		FrequencyPowerSNR /
        MER        		Active Subcarrier
        Number Range        		Unerrored
        Codewords        		Correctable
        Codewords        		Uncorrectable
        Codewords
        1Not Locked000 Hz0 dBmV0.0 dB0 ~ 4095000
        2Not Locked000 Hz0 dBmV0.0 dB0 ~ 4095000
         

        Upstream OFDMA Channels

        ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
        1Not Locked000 Hz0 dBmV
        2Not Locked000 Hz0 dBmV
         

        Extended Upstream Transmit PowerEnable Extended Upstream Transmit Power