NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Critical Events on CM1000 - Drop of Internet Multiple time Daily (Xfinity)
2-3 times a day my connection says "no internet" even thought all the lights are solid green on my CM1000 modem. I have a red light on my router for the incoming internet signal. Rebooting the mode...
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
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.
Modem Status:
Hardware Version 2.02 Firmware Version V10.01.07 Cable Modem Serial Number CM certificate Installed CM MAC Cable Connection:
Frequency start Value This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect. Starting Frequency <tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment Acquire Downstream Channel 675000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Enable BPI+ IP Provisioning Mode Honor MDD IPv6 only <tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked QAM256 44 675000000 Hz 6.4 dBmV 42.8 dB 235288719 1 0 2 Locked QAM256 13 489000000 Hz 7.1 dBmV 45.6 dB 234440776 1 0 3 Locked QAM256 14 495000000 Hz 7.1 dBmV 45.5 dB 234441973 1 0 4 Locked QAM256 15 501000000 Hz 7.1 dBmV 45.4 dB 234445647 0 0 5 Locked QAM256 16 507000000 Hz 7.0 dBmV 45.4 dB 234449245 1 0 6 Locked QAM256 17 513000000 Hz 6.9 dBmV 45.4 dB 234436681 1 0 7 Locked QAM256 18 519000000 Hz 6.8 dBmV 45.2 dB 234457056 2 0 8 Locked QAM256 19 525000000 Hz 6.8 dBmV 45.2 dB 234460945 1 0 9 Locked QAM256 20 531000000 Hz 6.6 dBmV 45.2 dB 234464586 1 0 10 Locked QAM256 21 537000000 Hz 6.5 dBmV 45.0 dB 234468947 1 0 11 Locked QAM256 22 543000000 Hz 6.4 dBmV 45.0 dB 234472570 1 0 12 Locked QAM256 23 549000000 Hz 6.2 dBmV 44.8 dB 234476227 1 0 13 Locked QAM256 24 555000000 Hz 6.3 dBmV 44.9 dB 234480396 0 0 14 Locked QAM256 25 561000000 Hz 6.3 dBmV 44.8 dB 234483811 1 0 15 Locked QAM256 26 567000000 Hz 6.3 dBmV 44.7 dB 234487600 1 0 16 Locked QAM256 27 573000000 Hz 6.3 dBmV 44.8 dB 234491881 1 0 17 Locked QAM256 28 579000000 Hz 6.5 dBmV 44.8 dB 234495645 1 0 18 Locked QAM256 29 585000000 Hz 6.5 dBmV 44.7 dB 234498787 0 0 19 Locked QAM256 30 591000000 Hz 6.5 dBmV 44.9 dB 234503011 6 0 20 Locked QAM256 31 597000000 Hz 6.6 dBmV 44.8 dB 234508446 7 0 21 Locked QAM256 32 603000000 Hz 6.6 dBmV 44.8 dB 234512164 0 0 22 Locked QAM256 33 609000000 Hz 6.5 dBmV 44.6 dB 234516028 1 0 23 Locked QAM256 34 615000000 Hz 6.5 dBmV 44.6 dB 234519582 1 0 24 Locked QAM256 35 621000000 Hz 6.5 dBmV 44.6 dB 234523451 1 0 25 Locked QAM256 36 627000000 Hz 6.4 dBmV 44.8 dB 234526947 1 0 26 Locked QAM256 37 633000000 Hz 6.3 dBmV 44.5 dB 234530966 1 0 27 Locked QAM256 38 639000000 Hz 6.2 dBmV 44.4 dB 234534664 1 0 28 Locked QAM256 39 645000000 Hz 6.2 dBmV 44.2 dB 234538124 2 0 29 Locked QAM256 40 651000000 Hz 6.2 dBmV 44.4 dB 234541925 2 0 30 Locked QAM256 41 657000000 Hz 6.3 dBmV 44.4 dB 234544243 1 0 31 Locked QAM256 42 663000000 Hz 6.4 dBmV 44.4 dB 234547678 1 0 32 Locked QAM256 43 669000000 Hz 6.3 dBmV 44.4 dB 234551734 1 0 <tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power 1 Locked ATDMA 17 16400000 Hz 44.8 dBmV 2 Locked ATDMA 18 22800000 Hz 45.0 dBmV 3 Locked ATDMA 19 29200000 Hz 45.0 dBmV 4 Locked ATDMA 20 35600000 Hz 45.5 dBmV 5 Not Locked Unknown 0 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Hz 0.0 dBmV <tabindex=-1>Downstream OFDM Channels</tabindex=-1>
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, 3 193 957000000 Hz 4.2 dBmV 41.0 dB 148 ~ 3947 52545052 20122956 0 2 Not Locked 0 0 0 Hz 4.0 dBmV 0.0 dB 0 ~ 4095 0 0 0 <tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power 1 Not Locked Unknown 0 0 Hz 0 dBmV 2 Not Locked Unknown 0 0 Hz 0 dBmV Current System Time: Thu Jun 08 07:35:07 2023System Up Time: 1:26:56
...also... I don't have any splitters, attenuators, amplifiers or extended runs ... straight run from wall to modem, modem to router.
Ok, power leves are on the high side and a few channels are near the high max value. Might ask the ISP to reduce this by just a bit:
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
There is some minor correctables on the down side but not aweful. Mostly should be zeros seen here.
However you have a ton of correctables on the UP side channel 1 which should be zero. The modem is doing over time for unknown reasons on this channel.
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.
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.html
https://highspeed.tips/docsis-events/Do you know where the power level ranges should be on these upside channels? Should they be similar to the downside power levels? What is preferable? I will have the ISP come out and test the line. Any chance it might be time for a new updated modem or are all these issues ISP line related? Thanks for you input, I appreciate you time.