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Forum Discussion
Poor cable connection error message
I have Xfinity internet service. I have the Netgear CAX80 router/modem that I own. This was recommended by Xfinity.
I read in the forums that the incoming speed is to fast for the router/modem? I am confused by this and don't understand why Xfinity would tell me to purchase something that doesn't work?
My home computer and streaming on the TV in the living room, the speeds are fine, no issues or problems. Netflix on the TV in the bedroom is a little slow to load, but this works off of a wifi mesh system.
Do I need to add a splitter to split the internet cable coming into the router/modem when I'm not having issues? I'm not a gamer so not sure why this would be an issue. thanks. Brian
See stats from admin page below. thanks for any help.
20 Replies
Stats, it would let me post them in the original message?
If you can't post a photo of them, try copy/paste the details. Or at least write down what you have.
see if this works. thanks brian
It attaches the pdf file, but when I post it it erases it. I give. brian
It attaches the pdf file, but when I post it it erases it.
If you have cloud storage (google drive, etc), you can try putting an image into the cloud storage, and then attach it using the "from image URL" option in the camera icon.
This won't work with the pdf, you'd have to paste it into an image.
Copy the data from the events and cable connections page data from the CAX80 and paste into a word doc and save off as a PDF. Save this PDF up on a cloud share site like onedrive or dropbox. Poste the link to the file here in the forums.
NG is aware of the image pasting issue. Were waiting on a fix.
I've tried to paste after putting in a word doc and it would finish the reply after I try to post it. I tried smaller portions, I've tried pdf and it deletes the file, but posts my text. AAARRRGGGHHH!
Post the copied text into a PDF file the put up on a cloud share. Then post the link ot that shared file here in the forums.
What speed from the ISP UP and down are you paying for from the ISP?
What FW version is loaded on the CAX80?
If you can't get the two page data posted, something you can check and have the ISP check for since they are responsible for the signal up to the CAX80:
Any Criticals, Errors or Warnings seen in the event logs page needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem.
Correctables and un-correctables that should be mostly zeros seen on the cable connections data page.
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
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.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
Be sure to power OFF the modem for 1 minute then back ON.
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/
Firmware Version V5.1.1.8 Cable Firmware Version V1.02.08 ISP speed test shows @ 900 Mbps.
No splitters. Coax was install by xfinity.
I rebooted the modem yesterday when the problem started.
Thanks brian
So is 1Gb the download speed that you pay for from XF? If so, then 900Mpbs would be what to expect from the CAX80 with a ethernet connection.
I have same CAX80 however with Sparklight on a 1Gb/50Mbps service. Constant speeds seen at 900Mpbs or just over.
What problem are you seeing after there reboot yesterday?
Where are you seeing this problem?
If the power levels are over what is seen here:
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
Then you can install a cable coax line attenuator behind the CAX80. -3 or -6dbm maybe needed. Check your cable connections web page under the Power column first.
You do not need to do anything. Xfinity installed the cable. If the signal is too strong and needs to be attenuated, that's Xfinity's responsibility. Share the error messages with Xfinity.
I put a coax splitter in between the incoming line and the router/modem. This improved the Netgear error, but it made my google mesh network strength reduce in half in the mode in my bedroom. Went from excellent to fair on the Roku wifi measurement.
This is crazy. I took the splitter out. I think I'll replace the TV in the bedroom to see what this does.
Brian
Changing the coax cable signal power levels would not effect WiFi operation/signal strength between the modem and wifi devices.
If your using a external WiFi MESH system, then be sure to diable and turn OFF the wifi radios on the CAX80.
Make contact with Google regarding help and support information regarding there product.
Xfinity service guy came out this morning. Nice young man. He reviewed their install. I explained the problem to him. Service works no problems, but I have the error message on Netgear and am told here that service is out of spec.
He hooked up his device, ran his test, rebooted the router. Said everything was within their specs. I asked specifically how do I have a self owned router that Xfinity recommended, but the Router manufacturer says it is not in spec? He suggested if it was their router that I leased they could remotely correct the problem.
This doesn't make any sense to me, but oh well. I honestly don't know how changing the incoming signal to be within Netgear's specs would change the performance I see?
Can't fight city hall.
Thanks brian
Ya seems like there not willing to work with 3rd party equipment. Something some ISPs are known for. May not be long experienced either to see what is happening. Only looking at there side of the fence. They are responsible for the signal up to the modem side of the CAX80.
Supposed you can try one of there units and see if anything changes. Would be good to know then if it happens again, then you'll know.
If you get different unit, try the CAX80 out at a friends, family or maybe a nieghbors place to see if the problem follows or not.
Might post up the event logs and cable connections information from the CAX80 and we can take a look and it's current state.
