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Forum Discussion
COX recommends replacing this CM1200 because it's almost 2 years old
I currently have a poor relationship with COX especially when the last tech was here just a few days ago and started right in with telling me that this modem should be replaced because of it's age (it'll be 2 years old at the end of the month).
He proceeded to disconnect the modem to run line tests which, as they always are when the tech shows up, everything was fine. He then reconnected the modem, all the while telling me that the connection should be tight and using a wrench to finish off, again told me that I should replace the modem... A modem I believe to be superior to COX's modem. A couple days later I again started getting disconnections from the internet and I decided to take a picture of the modem information and found that the COX tech only tightened the cable a couple of turns, leaving it quite loose. Unfortunately my entire community is locked in with COX as the only provider. I'm paying for the highest tier available and the current test registers 56.1Mbps down and 20.0Mbps up with a latency of 15ms.
There had been issues, with COX, over the quality of their signal, with equipment that needed replacement reported but not replaced during a period of 4 years. Magically, because of the pandemic, home schooling, and people having to work from home, the defective equipment was replaced and the modem only needed rebooting once a month and my mesh router was working non-stop. Now with things slowly returning to normal, the kids back at school and people back to work, I'm again losing my internet connection several times a day, my video streaming continually pauses while buffering at random times throughout the day for Netflix, Amazon Prime, Paramount Plus, YouTube, hulu, HBOmax and other providers.
I personally don't believe there's any issue with the modem however, it is the only one that's compatable with COX so if the quality of the modem requires that it be replaced every 2 years, I need to verify that the information provided by COX is correct.
Thanks, I run a support desk and do require having a solid internet connection.
4 Replies
No. It doesn't need to be replaced because its "2 years old". The tech is just bs'ing to have a way out.
The CM1200 is a docsis 3.1 device. There's still a lot of docsis 3.0 devices sold and connected to their network.
I'm not saying it isn't the modem. It sure could be a modem thats gone bad. Its always possible.
But it could be other things. Do you have a screen snip of your cable connections page and the event logs?
Thanks for the quick response. I've used and recommended Netgear products for over 30 years starting with setting up my computer classroom.
PDF of my cable connections page and the event logs have been attached.
I also got a CM1200, love it. It's a solid mode IF, the signal coming in from the ISP is good.
Looks like your events looks like a mess and are showing criticals and errors which the ISP needs to take a look at.
Also signals are in question too. Also you should not be seeing any correctablles or un-correctables. Your geting a couple.
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.
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#M12853Heres mine for my ISP service:
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked 256 QAM 31 837000000 Hz 0.0 dBmV 37.3 dB 0 0
2 Locked 256 QAM 1 651000000 Hz -1.5 dBmV 36.6 dB 0 0
3 Locked 256 QAM 2 657000000 Hz -1.6 dBmV 36.6 dB 0 0
4 Locked 256 QAM 3 663000000 Hz -1.3 dBmV 36.7 dB 0 0
5 Locked 256 QAM 4 669000000 Hz -1.3 dBmV 36.7 dB 0 0
6 Locked 256 QAM 5 675000000 Hz -0.9 dBmV 36.7 dB 0 0
7 Locked 256 QAM 6 681000000 Hz -0.7 dBmV 37.0 dB 0 0
8 Locked 256 QAM 8 693000000 Hz -0.3 dBmV 37.0 dB 0 0
9 Locked 256 QAM 9 699000000 Hz -0.1 dBmV 37.2 dB 0 0
10 Locked 256 QAM 10 705000000 Hz -0.1 dBmV 37.0 dB 0 0
11 Locked 256 QAM 11 711000000 Hz 0.0 dBmV 37.1 dB 0 0
12 Locked 256 QAM 12 717000000 Hz 0.5 dBmV 37.3 dB 0 0
13 Locked 256 QAM 13 723000000 Hz 0.4 dBmV 37.1 dB 0 0
14 Locked 256 QAM 14 729000000 Hz 0.6 dBmV 37.1 dB 0 0
15 Locked 256 QAM 15 735000000 Hz 0.9 dBmV 37.3 dB 0 0
16 Locked 256 QAM 16 741000000 Hz 1.0 dBmV 37.3 dB 0 0
17 Locked 256 QAM 17 753000000 Hz 1.2 dBmV 37.4 dB 0 0
18 Locked 256 QAM 18 759000000 Hz 0.9 dBmV 37.4 dB 0 0
19 Locked 256 QAM 19 765000000 Hz 0.7 dBmV 37.3 dB 0 0
20 Locked 256 QAM 20 771000000 Hz 0.7 dBmV 37.5 dB 0 0
21 Locked 256 QAM 21 777000000 Hz 0.5 dBmV 37.7 dB 0 0
22 Locked 256 QAM 22 783000000 Hz 0.4 dBmV 37.6 dB 0 0
23 Locked 256 QAM 23 789000000 Hz 0.5 dBmV 37.7 dB 0 0
24 Locked 256 QAM 24 795000000 Hz 0.3 dBmV 37.6 dB 0 0
25 Locked 256 QAM 25 801000000 Hz 0.2 dBmV 37.4 dB 0 0
26 Locked 256 QAM 26 807000000 Hz 0.3 dBmV 37.6 dB 0 0
27 Locked 256 QAM 27 813000000 Hz 0.3 dBmV 37.5 dB 0 0
28 Locked 256 QAM 28 819000000 Hz 0.0 dBmV 37.3 dB 0 0
29 Locked 256 QAM 29 825000000 Hz 0.1 dBmV 37.5 dB 0 0
30 Locked 256 QAM 30 831000000 Hz 0.0 dBmV 37.4 dB 0 0
31 Locked 256 QAM 32 843000000 Hz -0.2 dBmV 37.3 dB 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 2560 Ksym/sec 16000000 Hz 33.3 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 36000000 Hz 32.8 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 29000000 Hz 31.3 dBmV
4 Locked ATDMA 5 5120 Ksym/sec 22000000 Hz 31.5 dBmV
5 Not Locked Unknown 0 0 0 0.0 dBmV
6 Not Locked Unknown 0 0 0 0.0 dBmV
7 Not Locked Unknown 0 0 0 0.0 dBmV
8 Not Locked Unknown 0 0 0 0.0 dBmV
Downstream OFDM Channels
Channel Lock
Status Modulation /
Profile ID Channel
ID Frequency Power SNR /
MER Active Subcarrier
Number Range Unerrored
Codewords Correctable
Codewords Uncorrectable
Codewords
1 Locked 0 ,1 ,2 33 547000000 Hz -3.72 dBmV 36.7 dB 1108 ~ 2987 6586840105 5371685738 2
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
