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dialup's avatar
dialup
Tutor
Sep 21, 2020
Solved

CM1200 Loses Connection to ISP

After about seven months of use, my CM1200 has started losing connection with my ISP(Comcast). This started three days ago.

At first, unplugging it would fix the issue, but within 24 hours I'd have no internet and Comcast wouldn't be able to connect to the device. It will at least sometimes reconnect at some point, though I can't be certain if it's ever happened without a power cycle being done at some point beforehand.

After getting home today, power cycling wasn't working, so I did a factory reset to no avail. Some minutes later while I was going through the support pages on my phone, I noticed my desktop regain connection out of the blue. 

My wife works from home, so this is having a major impact on us. 

 

Aggregation is disabled.

I have not tried having a computer directly connected for an extended period of time, but the fact that it worked fine for seven months and that Comcast can't connect to it when the issue is active points very strongly to early life failure of the device.

 

Hardware Version1.01
 
Firmware VersionV2.02.05
 
Cable Modem Serial Number 
 
CM CertificateInstalled
 
CM MAC 
  • Have the ISP check the signal and line quality UP to the modem. 
    Be sure to power OFF the modem for 1 minute them back ON.

7 Replies

  • plemans's avatar
    plemans
    Guru - Experienced User

    Take a screen snip of the cable connections page/pages (all of it) and the logs. 

    this helps check the signal back to the isp. 

    If you have any splitters, amplifiers, or attenuators, I'd recommend removing them. 

    Check the cable for kinks, damage, bad/cheap/loose connectors, etc.  

     

    • dialup's avatar
      dialup
      Tutor
      Thanks for the reply.

      Here's the table. The event log is empty, which seems odd to me.

      Cables have been checked and reseated. No splitters or amplifiers.

      We had a good connection at 6am, but it went bad sometime in the morning. Right now, it keeps going in and out, lasting for maybe a few minutes at a time.
      • FURRYe38's avatar
        FURRYe38
        Guru - Experienced User

        Have the ISP check the signal and line quality UP to the modem. 
        Be sure to power OFF the modem for 1 minute them back ON.