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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
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:
| 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. | |
|
<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
Here is the Cable Connection status report on the downstream bonded pairs after installing the -7dB splitter to bring the power levels closer to the ideal zero state. Note that I have no dropped internet since this change.
C
<tabindex=-1>Downstream Bonded Channels</tabindex=-1> Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectabables 1 Locked QAM256 17 477000000 Hz 1.3 dBmV 41.6 dB 260 414 2 Locked QAM256 1 375000000 Hz 2.0 dBmV 41.8 dB 4293 8612 3 Locked QAM256 2 381000000 Hz 2.4 dBmV 41.9 dB 6023 10273 4 Locked QAM256 3 387000000 Hz 2.1 dBmV 41.8 dB 6524 13876 5 Locked QAM256 4 393000000 Hz 2.0 dBmV 41.9 dB 3454 7761 6 Locked QAM256 5 399000000 Hz 1.9 dBmV 41.7 dB 3046 7611 7 Locked QAM256 6 405000000 Hz 1.4 dBmV 41.7 dB 10039 11961 8 Locked QAM256 7 411000000 Hz 1.1 dBmV 41.5 dB 3834 9143 9 Locked QAM256 8 417000000 Hz 1.1 dBmV 41.5 dB 4557 9071 10 Locked QAM256 9 423000000 Hz 0.6 dBmV 41.4 dB 5049 10656 11 Locked QAM256 10 435000000 Hz 0.7 dBmV 41.5 dB 5024 10553 12 Locked QAM256 11 441000000 Hz 0.3 dBmV 41.2 dB 5122 11004 13 Locked QAM256 12 447000000 Hz 0.4 dBmV 41.3 dB 4847 10438 14 Locked QAM256 13 453000000 Hz 0.5 dBmV 41.4 dB 3924 10315 15 Locked QAM256 14 459000000 Hz 0.5 dBmV 41.4 dB 3985 8223 16 Locked QAM256 15 465000000 Hz 0.9 dBmV 41.5 dB 3385 8146 17 Locked QAM256 16 471000000 Hz 0.9 dBmV 41.5 dB 3569 7899 18 Locked QAM256 18 483000000 Hz 1.5 dBmV 41.8 dB 3398 8178 19 Locked QAM256 19 489000000 Hz 1.8 dBmV 41.7 dB 3468 7924 20 Locked QAM256 20 495000000 Hz 2.2 dBmV 41.6 dB 3429 8047 21 Locked QAM256 21 519000000 Hz 2.6 dBmV 39.5 dB 3175 7584 22 Locked QAM256 22 525000000 Hz 2.8 dBmV 41.8 dB 2414 5607 23 Locked QAM256 23 531000000 Hz 2.8 dBmV 41.8 dB 2695 5428 24 Locked QAM256 24 537000000 Hz 2.6 dBmV 41.7 dB 3239 7660 25 Locked QAM256 25 543000000 Hz 2.4 dBmV 41.6 dB 3108 7653 26 Locked QAM256 26 549000000 Hz 2.6 dBmV 41.7 dB 3138 7636 27 Locked QAM256 27 555000000 Hz 2.7 dBmV 41.8 dB 7401 12354 28 Locked QAM256 28 561000000 Hz 3.2 dBmV 41.7 dB 3099 7004 29 Locked QAM256 29 567000000 Hz 2.6 dBmV 40.6 dB 2922 6887 30 Locked QAM256 30 573000000 Hz 2.5 dBmV 41.6 dB 2825 7073 31 Locked QAM256 31 579000000 Hz 2.4 dBmV 41.3 dB 2042 4863 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0