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intermittent internet loss since installing the CM1200 for the past few months
hi all I had to upgrade my cable modem to this one supported by Comcast for faster speed (350 MBPS), but it has been quite frustrating as it keeps dropping the connection intermittently (XBOX gam...
hi
Thanks, yes, I am using all Cat6 cabling throughout the house.
The WIFI router is the Orbi AC3000 (RBR50V2)
What Firmware version is currently loaded?
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
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 Startup Procedure
Procedure Status Comment Acquire Downstream Channel 579000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Enabled BPI+ IP Provisioning Mode Honor MDD honorMdd(4) Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 28 579000000 Hz -4.9 dBmV 42.3 dB 31 2 2 Locked QAM256 1 417000000 Hz -4 dBmV 42.8 dB 34 0 3 Locked QAM256 2 423000000 Hz -4.1 dBmV 42.7 dB 37 7 4 Locked QAM256 3 429000000 Hz -4 dBmV 42.8 dB 31 12 5 Locked QAM256 4 435000000 Hz -3.6 dBmV 42.9 dB 35 3 6 Locked QAM256 5 441000000 Hz -3.6 dBmV 43 dB 10 0 7 Locked QAM256 6 447000000 Hz -3.7 dBmV 42.9 dB 25 0 8 Locked QAM256 7 453000000 Hz -3.9 dBmV 42.9 dB 55 0 9 Locked QAM256 8 459000000 Hz -4 dBmV 42.8 dB 49 2 10 Locked QAM256 9 465000000 Hz -4 dBmV 42.9 dB 72 1 11 Locked QAM256 10 471000000 Hz -3.9 dBmV 42.4 dB 44 13 12 Locked QAM256 11 477000000 Hz -3.8 dBmV 42.9 dB 44 0 13 Locked QAM256 12 483000000 Hz -3.9 dBmV 42.9 dB 27 1 14 Locked QAM256 13 489000000 Hz -3.9 dBmV 42.9 dB 36 4 15 Locked QAM256 14 495000000 Hz -4 dBmV 42.8 dB 34 0 16 Locked QAM256 15 501000000 Hz -4 dBmV 42.8 dB 36 4 17 Locked QAM256 16 507000000 Hz -4.1 dBmV 42.7 dB 23 0 18 Locked QAM256 17 513000000 Hz -4.1 dBmV 42.8 dB 45 21 19 Locked QAM256 18 519000000 Hz -4.1 dBmV 42.8 dB 49 0 20 Locked QAM256 19 525000000 Hz -4 dBmV 42.7 dB 35 0 21 Locked QAM256 20 531000000 Hz -4.1 dBmV 42.7 dB 39 0 22 Locked QAM256 21 537000000 Hz -4.2 dBmV 42.6 dB 29 0 23 Locked QAM256 22 543000000 Hz -4.7 dBmV 42.3 dB 40 16 24 Locked QAM256 23 549000000 Hz -5 dBmV 42.2 dB 40 3 25 Locked QAM256 24 555000000 Hz -4.7 dBmV 42.3 dB 35 1 26 Locked QAM256 25 561000000 Hz -4.1 dBmV 42.6 dB 42 0 27 Locked QAM256 26 567000000 Hz -4 dBmV 42.7 dB 37 0 28 Locked QAM256 27 573000000 Hz -4.4 dBmV 42.4 dB 41 6 29 Locked QAM256 29 585000000 Hz -4.7 dBmV 42.3 dB 29 0 30 Locked QAM256 30 591000000 Hz -4.1 dBmV 42.6 dB 34 0 31 Locked QAM256 31 597000000 Hz -3.4 dBmV 43 dB 35 1 32 Locked QAM256 32 603000000 Hz -3.5 dBmV 42.9 dB 27 0 Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 17 5120 Ksym/sec 16400000 Hz 45.8 dBmV 2 Locked ATDMA 18 5120 Ksym/sec 22800000 Hz 47 dBmV 3 Locked ATDMA 19 5120 Ksym/sec 29200000 Hz 47.8 dBmV 4 Locked ATDMA 20 5120 Ksym/sec 35600000 Hz 47.3 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Downstream OFDM Channels
Channel Lock
StatusModulation /
Profile IDChannel
IDFrequency Power SNR /
MERActive Subcarrier
Number RangeUnerrored
CodewordsCorrectable
CodewordsUncorrectable
Codewords1 Locked 0 ,1 ,2 ,3 193 957000000 Hz -11.4 dBmV 37.0 dB 148 ~ 3947 5306692625 4797941198 33 2 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0 Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power 1 Not Locked 0 0 0 Hz 0 dBmV 2 Not Locked 0 0 0 Hz 0 dBmV Extended Upstream Transmit PowerEnable Extended Upstream Transmit Power
Current System Time:Thu Aug 29 15:07:29 2024System Up Time:6 days 19:34:15
Time Priority Description Thu Aug 29 11:08:55 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 11:08:54 2024 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 10:49:54 2024 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 10:48:26 2024 Warning (5) MDD message timeout;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:25:38 2024 Notice (6) CM-STATUS message sent. Event Type Code: 23; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:24:06 2024 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:22:59 2024 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:18:58 2024 Notice (6) CM-STATUS message sent. Event Type Code: 23; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:17:26 2024 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:16:19 2024 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:12:18 2024 Notice (6) CM-STATUS message sent. Event Type Code: 23; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:10:46 2024 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:09:46 2024 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:09:39 2024 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:09:39 2024 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:09:16 2024 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:09:09 2024 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:08:46 2024 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:08:44 2024 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:08:39 2024 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:08:34 2024 Notice (6) CM-STATUS message sent. Event Type Code: 21; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:08:34 2024 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:08:34 2024 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:08:34 2024 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:08:33 2024 Warning (5) MDD message timeout;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 29 06:08:29 2024 Notice (6) CM-STATUS message sent. Event Type Code: 21; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Wed Aug 28 05:01:21 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Tue Aug 27 00:51:21 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Tue Aug 27 00:51:20 2024 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Tue Aug 27 00:32:20 2024 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Tue Aug 27 00:31:02 2024 Warning (5) MDD message timeout;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Mon Aug 26 23:48:42 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Sat Aug 24 05:19:15 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Sat Aug 24 05:19:13 2024 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Sat Aug 24 05:09:13 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Sat Aug 24 04:59:13 2024 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Sat Aug 24 04:58:53 2024 Warning (5) MDD message timeout;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 22 19:34:30 2024 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 22 19:34:18 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Thu Aug 22 19:34:10 2024 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=54:07:7d:a7:a9:e8;CMTS-MAC=00:90:f0:12:08:00;CM-QOS=1.1;CM-VER=3.1; Power is with in specs:
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
You have Correctable and un-correctables, not bad but should be mostly zeros. Correctables should be at a minimum or zeros.
I see some Criticals and Warnings as well in the event log. 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.
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://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/
Firmware Version
V3.12.03Please confirm you are connecting to your router via the top Ethernet output port on your CM1200 with no connections to the bottom three ports.
What is the model number of the router you are connecting to?
See attached screen snip.
Its the Orbi AC3000 RBR50V2, yes I am connected only to the top of the CM1200 to my Orbi
