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Retired_Member's avatar
Retired_Member
Mar 10, 2017

Internet Routinely Cuts Out, Upstream and Downstream LEDs switch to amber

I moved about two months ago, and got set up with comcast. 

 

Since then, my modem seems to cut out multiple times a day. It doesn't fully reboot, it doesn't seem to lose power or anything, just the connection fails and the upstream and downstream LEDs switch from solid green to amber. 

 

After a minute or two, the lights usually switch back to green and I am able to connect again. Sometimes it takes closer to 10 minutes. 

 

I've talked to comcast and they say the signal is being sent from their end without issue. They told me to contact netgear, but the router is about 3 years old and I don't feel like paying for support at this point. 

 

The device log shows various events happening on a regular basis, but I don't know what any of them mean, and I haven't been able to get any reall explanation either way. I'd post the log information here, but it won't load the page for me to collect the data right now. Multile different warning levels and event names and such. I just don't know how to interpret it. 

 

Mostly I want to know whether my modem is dying. Or if there is something else I can do to fix this. 

 

 

Troubleshooting

4 Replies

  • DarrenM's avatar
    DarrenM
    Sr. NETGEAR Moderator
    Mar 17, 2017

    Hello creepsalsa

     

    Are you able to get to the log page to post them?

     

    DarrenM

    • Retired_Member's avatar
      Retired_Member
      Mar 19, 2017
      ProcedureStatusComment
      Acquire Downstream Channel657000000 HzLocked
      Connectivity StateOKOperational
      Boot StateOKOperational
      SecurityEnabledBPI+
      IP Provisioning ModeHonor MDDhonorMdd(4)
       
      Downstream Bonded Channels
      ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
      1LockedQAM25621657000000 Hz2.8 dBmV38.2 dB106204
      2LockedQAM2569585000000 Hz5.1 dBmV39.6 dB00
      3LockedQAM25610591000000 Hz5.1 dBmV39.6 dB00
      4LockedQAM25611597000000 Hz5.6 dBmV39.9 dB00
      5LockedQAM25612603000000 Hz4.7 dBmV39.4 dB00
      6LockedQAM25613609000000 Hz4.2 dBmV39.1 dB00
      7LockedQAM25614615000000 Hz4.8 dBmV39.4 dB00
      8LockedQAM25615621000000 Hz4.5 dBmV39.3 dB00
      9LockedQAM25616627000000 Hz4.1 dBmV39.1 dB00
      10LockedQAM25617633000000 Hz4 dBmV39 dB00
      11LockedQAM25618639000000 Hz3.7 dBmV38.7 dB00
      12LockedQAM25619645000000 Hz3.7 dBmV38.8 dB00
      13LockedQAM25620651000000 Hz3.6 dBmV38.7 dB00
      14LockedQAM25622663000000 Hz3.1 dBmV38.3 dB00
      15LockedQAM25623669000000 Hz3.7 dBmV38.7 dB00
      16LockedQAM25624675000000 Hz2.9 dBmV37.1 dB00
       
      Upstream Bonded Channels
      ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
      1LockedATDMA15120 Ksym/sec35700000 Hz39 dBmV
      2LockedATDMA25120 Ksym/sec29200000 Hz39 dBmV
      3LockedATDMA35120 Ksym/sec22700000 Hz38.4 dBmV
      4LockedATDMA45120 Ksym/sec16200000 Hz36.7 dBmV

       

      Here's the levels. Some of the logs events I see on a regular basis:

       

      Warning (5)

      Dynamic Range Window violation

      Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

       

      Critical (3)Unicast Ranging Received Abort Response - Re-initializing

       

      Notice (6)

      Honoring MDD; IP provisioning mode = IPv6

       

       

      Also, over the course of 10 minutes earlier today, there are 41 event log entries. It pretty much goes Dynamic Range Window Violation, Unicast Ranging Received Abort Response, Dynamig Range Window violation, Received Response to Broadcase Maintenace Request..., and then just loops those over and over and over. 

      • fossian's avatar
        fossian
        Aspirant
        Mar 20, 2017

        I'm seeing the same problems with my C7000 on Comcast. Firmware is version 1.01.23.

         

        The internet routinely cuts out as the OP described.

         

        Here are the usual entries I see in my event logs:

         

        • Critical (3): SYNC Timing Synchronization failure - Failed to acquire FEC framing;
        • Critical (3): Started Unicast Maintenance Ranging - No Response received - T3 time-out;
        • Critical (3): No Ranging Response received - T3 time-out;
        • Warning (5): Dynamic Range Window violation
        • Critical (3): Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;