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NETGEAR Nighthawk CM2000 - Internet does not work on connected routers
Hello all.
I have a NETGEAR Nighthawk CM2000 cable modem that I use with my Comcast Xfinity service. It's been working fine for the past 6 months.
Background
For the past week, I've been unable to get a consistent working internet connection (it randomly works 20% of the time and then suddenly stops working) from both the connected router and the Nighthawk modem - having tried via ethernet and wirelessly. Everything on the modem looked fine (physically at least - the lights) except that the downstream light kept blinking.
I tried factory resetting both my router and my modem, as well as trying to use different routers to no avail. I tried using different cables and that did not help either.
I called my ISP, they tested the connection and found no isses connecting to the modem. They recommended power cycling the modem. Upon power cycling the modem, the internet started working again - until the next day when it stopped working again. The only difference this time is that the downstream light isn't blinking anymore and connecting directly to the modem with my laptop gives me internet access.
Issue
- My modem seems to be working fine after power cycling. This is based off being able to directly connect to it with a laptop and having internet connection
- However, the connected routers are not able to connect to the internet - despite using the same exact ethernet cable
- I tried a different router, one that was factory reset as well, and the behavior is the same
- Based on neither of the routers working, I don't think it's a router issue
- At the same time, I'm not sure if it is a modem issue, since the modem gives me an internet connection (now at least) when connected directly with my laptop
I'm unsure of how to troubleshoot this, and I don't know how to interpret the event logs in the modem. I've tried most of the relevant troubleshooting suggestions from the NETGEAR documentation.
This post is very similar to this one, but the solution/answer to that post does not give a very exact solution.
What steps can I take to attempt to troubleshoot and resolve this issue?
You have line issues. your logs are indicating line issues. Your connections page has non-locked channels and errors in several channels.
So start by checking your line inside you home.
Remove any splitters, amplifiers, or signal attenuators from your line. Check the line for kinks, damage, cheap/old/bad/loose/poorly made connections. remove them if you do.
Preferably, move the modem to right where the coax comes into the home. That prevents the wiring in the home from being the issues.
If you're still having the same issues/errors in the line, then the ISP needs to come check the line and not remotely.
6 Replies
Do you have a screen snip of the cable connections page and the event logs from the modem?
Sure. Is there a preferred format or method for uoloading it? Otherwise, I've attached both as PDF files to this response.
And here is the connection table (attached as file to this reply):
You have line issues. your logs are indicating line issues. Your connections page has non-locked channels and errors in several channels.
So start by checking your line inside you home.
Remove any splitters, amplifiers, or signal attenuators from your line. Check the line for kinks, damage, cheap/old/bad/loose/poorly made connections. remove them if you do.
Preferably, move the modem to right where the coax comes into the home. That prevents the wiring in the home from being the issues.
If you're still having the same issues/errors in the line, then the ISP needs to come check the line and not remotely.