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Forum Discussion
CM7000 dropping connection. ISP say's time to replace modem
I have a four year old CM7000 modem, firmware version is v1.02.04. About a month ago, my ISP had a major outage in my area. I saw trucks outside of my neighborhood working on something and I was down for an entire day. Ever since then, I've had sporadic and intermittent service. The download channels are full of Uncomfortable errors. The logs are full of the following errors:
- No Ranging Response received - T3 time-out
- Ranging Request Retries exhausted
- Unicast Maintenance Ranging attempted - No response - Retries exhausted
- Unicast Ranging Received Abort Response - initializing MAC
Called my ISP multiple times. This most recent call I was told that I needed a firmware update, however, the update failed when they tried to push it to my modem. I was finally told my modem is long in the tooth and needed to be replaced.
From what I've been able to determine, the errors can point to a splitter or loose connection. I don't have any splitters in the line and the connection(s) are tight.
Is it possible for me to update the modem firmware? From what I've read, it comes from the ISP, but since they can't get it pushed, can I do it?
Finally, is my modem to old? Is it time to update? Is there someway for me to test the modem to see if it's having issues?
Thanks
Daryl
18 Replies
IF the modem was working before the outages and the ISP made changes, they need to be contacted and they need to look at the cable connections status page and events log and resolve any Errors and Criticals seen here.
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-routerHave 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?article=24311
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.htmlIts up to ISP to update any C series modem FW. There is no user updatable FW for C series modems.
Some of the channels are at the high power limit and a bit over.
You have correct and un-correctables that should be all zeros.
Check the outside or from wall cabling to ISP service box for any splitters.
You have lots of criticals that shouldn't be tehre. The ISP needs to help with this.
I would like to following up on this issue. I had a technician out who provided a splitter with two attenuators, each with a different level of of power reduction. I am currently on the un-attenuated port of the splitter. This port is a -5.5db out. The attached file show's the current power levels and errors that I am still receiving. All of the power levels are now within tolerance, so I don't know if I want to try one of the other attenuators or not.
Please advice.
Thank you
Daryl
