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Forum Discussion
CM1200 with WOW ISP
Installed new CM1200 modem on WOW service in mid-April 23. All good for a few days, then intermittent connection issues started and got worse and worse into June. Did online tech support with Netgear while connected to modem via computer with ethernet. Called WOW tech support multiple times, they say provisioning all good. Log files seen show multiple cases of power levels out of spec and other connection issues labeled "warning" or "critical". Had WOW tech support personal visits several times, new cable installed from the outside box, they checked inside home for good coax and so on. CM1200 shows pattern of dropping out late at night like 10:30 PM to 1 AM, then out for hours. Can restart modem, but issues start all over again after some hours and pattern continues for days on end. Have WOW account at another location. Take that modem home and use it and it is perfect 100%. Reconnect CM1200 problems return. Got loaner modem from WOW, work 100% all time. Netgear swaps modem and sent refurbished CM1200. That worked 100% good for 3 days, them same intermittent problems returned. WOW says other subscribers in my neighborhood or on my WOW "grid" not having issues.
4 Replies
Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-modem-modem-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-router
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?Will get log data when I get to the location with the CM1200. However, what would allow 2 different WOW owned modems to work flawlessly at my location when the CM1200 does not? The router is an eero AX1800, and I have also changed to 2 different Apple routers during the 2 months of problems to test, but none of that has made a difference. This has been going on for 2 months with much effort to fix? Thanks
Can't do much more until we see the logs.
Other things you can do:
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://www.duckware.com/tech/solving-intermittent-cable-modem-issues.htmlAny Criticals, Errors or Warnings seen in the event logs needs to be reviewed by the ISP and resolved. These indicate a ISP signal line issue on there side of the modem
https://highspeed.tips/docsis-events/
