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Forum Discussion
Modem losing internet connection throughout day
Several times per day I am losing internet connection briefly before the modem reconnects. ISP (wowway) says everything is ok on their end, so it must be either the modem or the actual physical conne...
Please post a copy and paste of the modems connection status page.
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 them back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853
Yes, Same issues starting around the same date June 10, 2021. Running perfect for a year before then. Xfinity firmware up to date V3.01.43 for Comcast. ISP contacted and completed proper provisioning - all ok on their end, yet continued dropped service and Cable Staus downstream bonded channels drops to much less (e.g.11) bonded pairs (seen status below in working condition). Downstream Channel was ~475000000. I did plenty of reboots. Interesting that my logs were showing DoS attacks only from June 10 - onward. Of course, Netgear community says all is normal with those.
FINALLY< I did a "factory reboot" from the Admin home of the Genie.
Current status from Cable Status menu is posted below and reflects all ok (for now).
Hope this fixes it? We'll see.
C
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 375000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security ENABLED BPI+ IP Provisioning Mode Honor MDD IPv6 only <tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectabables 1 Locked QAM256 1 375000000 Hz 7.6 dBmV 42.0 dB 0 0 2 Locked QAM256 2 381000000 Hz 8.0 dBmV 42.0 dB 0 0 3 Locked QAM256 3 387000000 Hz 8.0 dBmV 41.9 dB 0 0 4 Locked QAM256 4 393000000 Hz 7.9 dBmV 41.8 dB 0 0 5 Locked QAM256 5 399000000 Hz 8.0 dBmV 41.8 dB 0 0 6 Locked QAM256 6 405000000 Hz 7.5 dBmV 41.8 dB 0 0 7 Locked QAM256 7 411000000 Hz 7.2 dBmV 41.7 dB 0 0 8 Locked QAM256 8 417000000 Hz 7.1 dBmV 41.6 dB 0 0 9 Locked QAM256 9 423000000 Hz 6.5 dBmV 41.4 dB 0 0 10 Locked QAM256 10 435000000 Hz 6.5 dBmV 41.5 dB 0 0 11 Locked QAM256 11 441000000 Hz 6.2 dBmV 41.3 dB 0 0 12 Locked QAM256 12 447000000 Hz 6.5 dBmV 41.5 dB 0 0 13 Locked QAM256 13 453000000 Hz 6.3 dBmV 41.3 dB 0 0 14 Locked QAM256 14 459000000 Hz 6.8 dBmV 41.5 dB 0 0 15 Locked QAM256 15 465000000 Hz 7.0 dBmV 41.5 dB 0 0 16 Locked QAM256 16 471000000 Hz 7.1 dBmV 41.4 dB 0 0 17 Locked QAM256 17 477000000 Hz 7.5 dBmV 41.6 dB 0 0 18 Locked QAM256 18 483000000 Hz 7.4 dBmV 41.6 dB 0 0 19 Locked QAM256 19 489000000 Hz 7.9 dBmV 41.6 dB 0 0 20 Locked QAM256 20 495000000 Hz 8.1 dBmV 41.6 dB 0 0 21 Locked QAM256 21 519000000 Hz 8.8 dBmV 39.5 dB 0 0 22 Locked QAM256 22 525000000 Hz 8.9 dBmV 41.9 dB 0 0 23 Locked QAM256 23 531000000 Hz 8.8 dBmV 41.8 dB 0 0 24 Locked QAM256 24 537000000 Hz 8.7 dBmV 41.4 dB 0 0 25 Locked QAM256 25 543000000 Hz 8.6 dBmV 41.8 dB 0 0 26 Locked QAM256 26 549000000 Hz 8.6 dBmV 41.9 dB 0 0 27 Locked QAM256 27 555000000 Hz 8.5 dBmV 41.5 dB 0 0 28 Locked QAM256 28 561000000 Hz 9.1 dBmV 41.9 dB 0 0 29 Locked QAM256 29 567000000 Hz 8.8 dBmV 40.9 dB 0 0 30 Locked QAM256 30 573000000 Hz 9.0 dBmV 41.8 dB 0 0 31 Locked QAM256 31 579000000 Hz 9.0 dBmV 41.8 dB 0 0 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 <tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 5 5120 Ksym/sec 17300000 Hz 40.0 dBmV 2 Locked ATDMA 6 5120 Ksym/sec 23700000 Hz 40.5 dBmV 3 Locked ATDMA 7 5120 Ksym/sec 30100000 Hz 40.8 dBmV 4 Locked ATDMA 8 5120 Ksym/sec 36500000 Hz 41.5 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV <tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Channel ID Indicator Subcarrier Zero Frequency Active Subcarrier Number Range Total Codewords Uncorrectable Codewords 1 33 Non-Primary 605600000 Hz 1108 ~ 2987 9139 0 2 0 Other 0 Hz 0 ~ 0 0 0 <tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel UpstreamIsMuted Ranging Status Subcarrier Zero Frequency Active Subcarrier Number Range Symbols Per Frame Tx Power 1 Other 0 Hz 0 ~ 0 0 0 dBmV 2 Other 0 Hz 0 ~ 0 0 0 dBmV Current System Time: Sat, Jun 12, 2021 18:15:47
Thanks for the reply. ISP says everything is good, just changed the coax cable as well. I'll have to look for splitters, in the meantime here's the connection page:
Apply 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 657000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security ENABLED BPI+ IP Provisioning Mode Honor MDD IPv4 only <tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectabables 1 Locked QAM256 26 657000000 Hz -2.6 dBmV 41.9 dB 0 0 2 Locked QAM256 1 507000000 Hz -2.7 dBmV 42.9 dB 0 0 3 Locked QAM256 2 513000000 Hz -2.8 dBmV 38.7 dB 0 0 4 Locked QAM256 3 519000000 Hz -2.8 dBmV 41.5 dB 0 0 5 Locked QAM256 4 525000000 Hz -2.9 dBmV 41.2 dB 0 0 6 Locked QAM256 5 531000000 Hz -2.8 dBmV 41.6 dB 0 0 7 Locked QAM256 6 537000000 Hz -3.0 dBmV 42.7 dB 0 0 8 Locked QAM256 7 543000000 Hz -3.0 dBmV 42.6 dB 0 0 9 Locked QAM256 8 549000000 Hz -2.9 dBmV 42.5 dB 0 0 10 Locked QAM256 9 555000000 Hz -3.0 dBmV 40.8 dB 0 0 11 Locked QAM256 10 561000000 Hz -2.8 dBmV 40.9 dB 0 0 12 Locked QAM256 11 567000000 Hz -2.8 dBmV 42.5 dB 0 0 13 Locked QAM256 12 573000000 Hz -2.8 dBmV 42.4 dB 0 0 14 Locked QAM256 13 579000000 Hz -2.9 dBmV 42.3 dB 0 0 15 Locked QAM256 14 585000000 Hz -2.9 dBmV 42.1 dB 0 0 16 Locked QAM256 15 591000000 Hz -2.8 dBmV 42.3 dB 0 0 17 Locked QAM256 16 597000000 Hz -2.7 dBmV 42.1 dB 0 0 18 Locked QAM256 17 603000000 Hz -2.7 dBmV 42.2 dB 0 0 19 Locked QAM256 18 609000000 Hz -2.7 dBmV 42.1 dB 0 0 20 Locked QAM256 19 615000000 Hz -2.6 dBmV 42.2 dB 0 0 21 Locked QAM256 20 621000000 Hz -2.6 dBmV 42.1 dB 0 0 22 Locked QAM256 21 627000000 Hz -2.5 dBmV 42.1 dB 0 0 23 Locked QAM256 22 633000000 Hz -2.5 dBmV 42.1 dB 0 0 24 Locked QAM256 23 639000000 Hz -2.8 dBmV 41.8 dB 0 0 25 Locked QAM256 24 645000000 Hz -2.6 dBmV 41.9 dB 0 0 26 Locked QAM256 25 651000000 Hz -2.4 dBmV 41.9 dB 0 0 27 Locked QAM256 27 663000000 Hz -2.5 dBmV 41.8 dB 0 0 28 Locked QAM256 28 669000000 Hz -2.8 dBmV 41.6 dB 0 0 29 Locked QAM256 30 681000000 Hz -2.9 dBmV 41.6 dB 0 0 30 Locked QAM256 31 687000000 Hz -2.8 dBmV 41.7 dB 0 0 31 Locked QAM256 32 693000000 Hz -2.6 dBmV 41.8 dB 0 0 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 <tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 8 5120 Ksym/sec 16300000 Hz 41.3 dBmV 2 Locked ATDMA 5 2560 Ksym/sec 25500000 Hz 41.5 dBmV 3 Locked ATDMA 6 5120 Ksym/sec 30500000 Hz 42.3 dBmV 4 Locked ATDMA 7 5120 Ksym/sec 37000000 Hz 43.8 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV <tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Channel ID Indicator Subcarrier Zero Frequency Active Subcarrier Number Range Total Codewords Uncorrectable Codewords 1 29 Non-Primary 620600000 Hz 1528 ~ 2567 424801 0 2 0 Other 0 Hz 0 ~ 0 0 0 <tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel UpstreamIsMuted Ranging Status Subcarrier Zero Frequency Active Subcarrier Number Range Symbols Per Frame Tx Power 1 Other 0 Hz 0 ~ 0 0 0 dBmV 2 Other 0 Hz 0 ~ 0 0 0 dBmV Current System Time: Sat, Jun 12, 2021 21:19:59
On top of this, I've replaced a splitter and another connector with brand new f type connectors and the problem persists.
Hey Mattferg93,
Super frustrating, I know!
Taking a look at my cable connection page posting you will notice I have signal power in the ~ -7 to -8 dB range. The technician was here today to take measurements on my cable. He told me ideal range is 0.0 dB plus or minus 10 dB (i.e. -10dB to +10dB). He said if the range is close to those limits the modem should work ok, but might experience issues at times due to significant fluxuations; TV is less fussy, but the modems are fussy. We installed a -7dB splitter before the router so the signal was -2dB. Remember to restart the modem and refresh your Cable Connection page in Genie to get the current readings. My current readings are ~0.0 +/- 2dB on the Genie Cable Connection page now. Internet has been stable for two days.
I suggest you ask the cable company to give a visit and confirm your signal power from the box, at the house panel, and at your modem connection. He also confirmed the speed of the cable and internet to be what I'm paying for. He also demonstrated the other parameters (like jitter) were all good too.
I'll also note that previously I did not have 32 bonded pairs locked in - I had more like 20. I also note the correctables and incorrectables are no longer 0 and are in the hundreds and thousands for each column and for each pair. I have no idea what that means.
C