NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Solved
Internet drops multiple times a day for about 3 mins
I have had this C7000v2 for a couple years with no problems but the last two months it looses internet multiple times a day, when it goes down it is for about 3 mins then it comes back. The lights on...
Got a call from the ISP yesterday (Optimum) they said the problem has been resolved. No explanation as to what they did but in fact I checked the error log and have not had another lose of internet since yesterday at 11:43 am. Finger crossed!
Thanks to everyone who offered their help.
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
OK here is connection report:
| 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. | |
|
Startup Procedure
| Procedure | Status | Comment |
| Acquire Downstream Channel | 561000000 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 | 1 | 561000000 Hz | -0.6 dBmV | 37.7 dB | 1 | 0 |
| 2 | Locked | QAM256 | 2 | 567000000 Hz | -0.6 dBmV | 38.6 dB | 1 | 0 |
| 3 | Locked | QAM256 | 8 | 603000000 Hz | -1.2 dBmV | 37.9 dB | 1 | 0 |
| 4 | Locked | QAM256 | 11 | 621000000 Hz | -1.7 dBmV | 37.4 dB | 1 | 0 |
| 5 | Locked | QAM256 | 12 | 627000000 Hz | -2.3 dBmV | 37.3 dB | 1 | 0 |
| 6 | Locked | QAM256 | 13 | 633000000 Hz | -2.6 dBmV | 37.2 dB | 2 | 0 |
| 7 | Locked | QAM256 | 14 | 639000000 Hz | -2.3 dBmV | 37.2 dB | 0 | 0 |
| 8 | Locked | QAM256 | 15 | 645000000 Hz | -2.4 dBmV | 37.7 dB | 2 | 0 |
| 9 | Locked | QAM256 | 16 | 651000000 Hz | -1.9 dBmV | 37.7 dB | 1 | 0 |
| 10 | Locked | QAM256 | 17 | 657000000 Hz | -2.2 dBmV | 37.5 dB | 1 | 0 |
| 11 | Locked | QAM256 | 18 | 663000000 Hz | -2.3 dBmV | 37.5 dB | 1 | 0 |
| 12 | Locked | QAM256 | 19 | 669000000 Hz | -2.5 dBmV | 36.9 dB | 518 | 11 |
| 13 | Locked | QAM256 | 20 | 675000000 Hz | -2.8 dBmV | 36.9 dB | 5 | 0 |
| 14 | Locked | QAM256 | 21 | 681000000 Hz | -2.6 dBmV | 36.8 dB | 1 | 0 |
| 15 | Locked | QAM256 | 22 | 687000000 Hz | -3 dBmV | 37 dB | 0 | 0 |
| 16 | Locked | QAM256 | 23 | 693000000 Hz | -3 dBmV | 37.2 dB | 0 | 0 |
| 17 | Locked | QAM256 | 24 | 699000000 Hz | -4.1 dBmV | 36.2 dB | 0 | 0 |
| 18 | Locked | QAM256 | 25 | 705000000 Hz | -4 dBmV | 36.6 dB | 0 | 0 |
| 19 | Locked | QAM256 | 26 | 711000000 Hz | -4.1 dBmV | 36.5 dB | 0 | 0 |
| 20 | Locked | QAM256 | 27 | 717000000 Hz | -4.1 dBmV | 36.6 dB | 0 | 0 |
| 21 | Locked | QAM256 | 28 | 723000000 Hz | -4.2 dBmV | 36.6 dB | 0 | 0 |
| 22 | Locked | QAM256 | 29 | 729000000 Hz | -4.7 dBmV | 36.3 dB | 0 | 0 |
| 23 | Locked | QAM256 | 30 | 735000000 Hz | -4.6 dBmV | 36.2 dB | 0 | 0 |
| 24 | Locked | QAM256 | 31 | 741000000 Hz | -4.8 dBmV | 35.9 dB | 0 | 0 |
Upstream Bonded Channels
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 69 | 5120 Ksym/sec | 37800000 Hz | 50 dBmV |
| 2 | Locked | ATDMA | 70 | 5120 Ksym/sec | 31000000 Hz | 51 dBmV |
| 3 | Locked | ATDMA | 71 | 5120 Ksym/sec | 24200000 Hz | 51 dBmV |
| 4 | Locked | ATDMA | 72 | 5120 Ksym/sec | 17400000 Hz | 51 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 |
Extended Upstream Transmit PowerEnable Extended Upstream Transmit Power
Current System Time:Fri Aug 25 10:39:41 2023System Up Time:00:28:38
Power levels are with in spec.
However you have some correctables and un-correctables that should be all zeros.
I see lots of Criticals and an Error in the Events logs. 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/FW is not updateable by users on C series modems. Only the ISP would be able to update the FW. IF they support that for user owned modems. Some do not.