CM500 Intermittent Connection

I just installed a new CM500 cable modem and the connection has dropped intermittently averaging once an hour and the modem reboots. Here is the error log after the most recent one:

Troubleshooting

ApexNM

Aspirant

Aug 23, 2017

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	753000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	IPv4 Only	ipv4Only(0)

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	20	753000000 Hz	0.4 dBmV	37.3 dB	67	146
2	Locked	QAM256	2	597000000 Hz	2.1 dBmV	38.3 dB	47	217
3	Locked	QAM256	3	603000000 Hz	2.1 dBmV	38.2 dB	35	157
4	Locked	QAM256	4	609000000 Hz	2.1 dBmV	38.2 dB	62	174
5	Locked	QAM256	5	615000000 Hz	2.1 dBmV	38.1 dB	40	223
6	Locked	QAM256	6	621000000 Hz	2.2 dBmV	38 dB	44	160
7	Locked	QAM256	7	627000000 Hz	2 dBmV	37.8 dB	55	184
8	Locked	QAM256	8	633000000 Hz	1.9 dBmV	37.7 dB	62	174
9	Locked	QAM256	10	645000000 Hz	1.8 dBmV	37.6 dB	76	206
10	Locked	QAM256	11	651000000 Hz	1.5 dBmV	37.4 dB	91	163
11	Locked	QAM256	14	669000000 Hz	1.3 dBmV	37.4 dB	87	202
12	Locked	QAM256	15	675000000 Hz	1.3 dBmV	37 dB	71	173
13	Locked	QAM256	16	681000000 Hz	1.3 dBmV	37.3 dB	54	186
14	Locked	QAM256	17	687000000 Hz	1 dBmV	37.1 dB	73	171
15	Locked	QAM256	18	693000000 Hz	1.2 dBmV	37.3 dB	49	162
16	Locked	QAM256	19	747000000 Hz	0.6 dBmV	37.2 dB	26	121

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	2	5120 Ksym/sec	24200000 Hz	40.5 dBmV
2	Locked	TDMA	1	2560 Ksym/sec	19400000 Hz	40.5 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	30600000 Hz	37.8 dBmV
4	Locked	ATDMA	4	2560 Ksym/sec	37000000 Hz	44.5 dBmV

ApexNM

Aspirant

Aug 23, 2017

Note: The upstream channels have been going up and down in power, as well as locking/unlocking. This is like 10 minutes removed from the first data set:

Upstream Bonded Channels (Partial Service)

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Not Locked	Unknown	2	0 Ksym/sec	24200000 Hz	0.0 dBmV
2	Not Locked	Unknown	1	0 Ksym/sec	19400000 Hz	0.0 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	30600000 Hz	44.5 dBmV
4	Locked	ATDMA	4	2560 Ksym/sec	37000000 Hz	43 dBmV

vkdelta
NETGEAR Employee Retired
Aug 23, 2017
your line from ISP has problems. they would need to fix something at node level to make it work.

Forum Discussion

CM500 Intermittent Connection