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Forum Discussion
Nighthawk CM2000 modem constant internet disconnects
The past 9 months with Xfinity I have had multiple disconnects daily. I switched to the cm2000 modem Firmware version: V1.01.08 and Nighthawk AX4: RAX35 router Firmware version: V1.0.3.94_1.0.1 about 5 months ago and still disconnect. I had 5 techs come out and 2 supervisor techs saying they don't know what the issue is and everything looks great on their end and my wiring seems fine. They checked outside too saying everything looks good and it's probably my equipment. I showed the modem logs and they don't know what it means. I moved to a new apartment and have the same issue. Last month this is what showed in the log after a disconnect No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:41:c9:c8;CMTS-MAC=00:01:5c:b1:ec:66;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 02 17:13:02 2021 (Warning (5)) Dynamic Range Window violation
Mon Aug 02 17:13:02 2021 (Warning (5)) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=08:36:c9:41:c9:c8;CMTS-MAC=00:01:5c:b1:ec:66;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 02 17:13:02 2021 (Warning (5)) Dynamic Range Window violation
Mon Aug 02 17:13:02 2021 (Warning (5)) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=08:36:c9:41:c9:c8;CMTS-MAC=00:01:5c:b1:ec:66;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 02 17:13:02 2021 (Warning (5)) Dynamic Range Window violation
Mon Aug 02 17:13:02 2021 (Warning (5)) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=08:36:c9:41:c9:c8;CMTS-MAC=00:01:5c:b1:ec:66;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 02 17:12:58 2021 (Critical (3)) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=08:36:c9:41:c9:c8;CMTS-MAC=00:01:5c:b1:ec:66;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 02 17:12:58 2021 (Notice (6)) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=08:36:c9:41:c9:c8;CMTS-MAC=00:01:5c:b1:ec:66;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 02 17:12:53 2021 (Notice (6)) TLV-11 - unrecognized OID;CM-MAC=08:36:c9:41:c9:c8;CMTS-MAC=00:01:5c:b1:ec:66;CM-QOS=1.1;CM-VER=3.1;
It would also say docsdevresetnow. Last week I factory reset my modem and didn't recieve any of these messages. But my internet was still going out.
If it helps, I use ethernet and wifi and all devices disconnect.
My updated modem log and cable connection log is attached. Before factory resetting I never had uncorrectable codewords or this many correctables.
3 Replies
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- I don't have any splitters it's a direct connection. The isp checked the signals earlier today and said it all looks perfect. I'm not so sure about the wiring they went around the apartment checking all the wiring in the plugs and by the box stating it looked good too and said it's a good quality coax cable but didn't I'm not sure which kind exactly it is. I powered the modem off and on as well, the logs did not change. I thought I posted what was the modem connection page in the .pdf attached at the beginning of my post. If that's not it I'm not quite sure what page you're referring to. I don't have much knowledge in this, sorry for the confusion. I have been on the phone with the isp several times a week for months and they keep saying everything looks great on their end and there really isn't anything else they could do so they referred me to here.
Both your logs and your signal page is indicating line issues.
The power is a bit high and the "dynamic range window violations" are indicating the power is going further out of spec.
If xfinity is saying its not their line, you can always rent one of their modems for a month and see if it actually is a modem issue. If it still happens, then it proves to xfinity its not a modem issue but still a line issue. I've had to take this route before to prove to an ISP the modem was fine and it was their line.
