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sweetgerald's avatar
sweetgerald
Aspirant
Sep 21, 2022

RBR750 router with CM1200 modem - unpredictable and intermittent network speed drops

Hi Posting this here because I'm at a loss for where to go next. For period of 6 weeks I've experienced network issues where download speeds will drop to single digit Mbps or less. Sometimes complet...
FURRYe38's avatar
FURRYe38
Guru - Experienced User
Sep 21, 2022

Modem:

Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-modem-modem-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-router

 

Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended. 

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 then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

 

Orbi:

Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended. 

 

What is the size of your home? Sq Ft?
What is the distance between the router and 📡 satellite(s)? 30 feet or more is recommended in between RBR and RBS📡 to begin with depending upon building materials when wirelessly connected.
https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satellite 📡
https://kb.netgear.com/000061709/Where-should-I-place-the-Mesh-WiFi-satellite-of-my-Nighthawk-Mesh-WiFi-6-and-Tri-band-Mesh-WiFi-6-products 📡

 

What channels are you using? Auto? Try Auto and 48 on 5Ghz. Or try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?

 

Has a power off for 1 minute then back ON with the ISP modem and router been performed since last update?
Be sure to restart your network in this sequence:
Turn off and unplug modem.
Turn off router and computers.
Plug in and turn on modem. Wait 2 minutes for it to connect.
Turn on the router and wait 2 minutes for it to connect.
Turn on computers and rest of network.

 

Has a factory reset and setup from scratch been performed since last FW update? 

 

I just had my CM1200 online for a few weeks up until last weekend with my 8 series system. Smooth operation between these two. 

 

 

  • sweetgerald's avatar
    sweetgerald
    Aspirant
    Sep 21, 2022

    Cable Connection:

    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
     

    Startup Procedure

    ProcedureStatusComment
    Acquire Downstream Channel423000000 HzLocked
    Connectivity StateOKOperational
    Boot StateOKOperational
    SecurityEnabledBPI+
    IP Provisioning ModeHonor MDDhonorMdd(4)
     

    Downstream Bonded Channels

    ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
    1LockedQAM2564423000000 Hz1.6 dBmV43.5 dB00
    2LockedQAM2561405000000 Hz2.5 dBmV44 dB00
    3LockedQAM2562411000000 Hz2.4 dBmV43.8 dB00
    4LockedQAM2563417000000 Hz2 dBmV43.7 dB00
    5LockedQAM2565429000000 Hz1.4 dBmV43.3 dB10
    6LockedQAM2566435000000 Hz1.2 dBmV43.2 dB20
    7LockedQAM2567441000000 Hz1 dBmV43.1 dB10
    8LockedQAM2568447000000 Hz1 dBmV43.1 dB20
    9LockedQAM2569453000000 Hz1.1 dBmV43.1 dB00
    10LockedQAM25610459000000 Hz1.1 dBmV43.1 dB00
    11LockedQAM25611465000000 Hz1.1 dBmV43 dB00
    12LockedQAM25612471000000 Hz1.1 dBmV43 dB00
    13LockedQAM25613477000000 Hz1 dBmV42.9 dB00
    14LockedQAM25614483000000 Hz0.9 dBmV42.9 dB10
    15LockedQAM25615489000000 Hz1 dBmV42.8 dB20
    16LockedQAM25616495000000 Hz0.9 dBmV42.8 dB20
    17LockedQAM25617507000000 Hz0.6 dBmV42.5 dB20
    18LockedQAM25618513000000 Hz0.5 dBmV42.5 dB10
    19LockedQAM25619519000000 Hz0.4 dBmV42.5 dB00
    20LockedQAM25620525000000 Hz0.3 dBmV42.4 dB10
    21LockedQAM25621531000000 Hz0.2 dBmV42.3 dB20
    22LockedQAM25622537000000 Hz0.2 dBmV42.3 dB30
    23LockedQAM25623543000000 Hz0.2 dBmV42.4 dB00
    24LockedQAM25624549000000 Hz0.2 dBmV42.4 dB20
    25LockedQAM25625555000000 Hz0.3 dBmV42.5 dB30
    26LockedQAM25626561000000 Hz0.4 dBmV42.5 dB20
    27LockedQAM25627567000000 Hz0.5 dBmV42.5 dB20
    28LockedQAM25628573000000 Hz0.5 dBmV42.6 dB30
    29LockedQAM25629579000000 Hz0.5 dBmV42.6 dB00
    30LockedQAM25630585000000 Hz0.4 dBmV42.6 dB10
    31LockedQAM25631591000000 Hz0.5 dBmV42.7 dB10
    32LockedQAM25632597000000 Hz0.5 dBmV42.6 dB00
     

    Upstream Bonded Channels

    ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
    1LockedATDMA15120 Ksym/sec35600000 Hz50.8 dBmV
    2LockedATDMA25120 Ksym/sec29200000 Hz50.3 dBmV
    3LockedATDMA35120 Ksym/sec22800000 Hz49.8 dBmV
    4LockedATDMA45120 Ksym/sec16400000 Hz49.5 dBmV
    5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
    6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
    7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
    8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
     

    Downstream OFDM Channels

    ChannelLock
    Status    		Modulation /
    Profile ID    		Channel
    ID    		FrequencyPowerSNR /
    MER    		Active Subcarrier
    Number Range    		Unerrored
    Codewords    		Correctable
    Codewords    		Uncorrectable
    Codewords
    1Locked0 ,1 ,2 ,3193678000000 Hz-3.2 dBmV40.5 dB1108 ~ 2987600103421353012746329
    2Not Locked000 Hz0 dBmV0.0 dB0 ~ 4095000
     

    Upstream OFDMA Channels

    ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
    1Not Locked000 Hz0 dBmV
    2Not Locked000 Hz0 dBmV
     

    Extended Upstream Transmit PowerEnable Extended Upstream Transmit Power

     

    Current System Time:Wed Sep 21 10:06:34 2022System Up Time:2 days 00:43:54

  • sweetgerald's avatar
    sweetgerald
    Aspirant
    Sep 21, 2022

    Event Log

      

    TimePriorityDescription
    Wed Sep 21 10:09:04 2022Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Tue Sep 20 23:38:34 2022Warning (5)Dynamic Range Window violation
    Tue Sep 20 23:38:34 2022Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Tue Sep 20 23:38:31 2022Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Mon Sep 19 09:23:41 2022Notice (6)CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Mon Sep 19 09:23:20 2022Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Mon Sep 19 09:23:15 2022Notice (6)TLV-11 - unrecognized OID;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
    Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Sun Sep 18 09:15:54 2022Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Sun Sep 18 09:15:49 2022Notice (6)TLV-11 - unrecognized OID;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
    Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Fri Sep 09 17:36:16 2022Warning (5)Dynamic Range Window violation
    Fri Sep 09 17:36:16 2022Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Fri Sep 09 17:36:15 2022Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Fri Sep 09 15:44:56 2022Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Fri Sep 09 15:44:38 2022Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Fri Sep 09 15:44:16 2022Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Fri Sep 09 15:44:06 2022Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 18:16:12 2022Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 18:15:43 2022Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 18:12:40 2022Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:50:15 2022Notice (6)CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:49:55 2022Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:49:45 2022Notice (6)CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:49:24 2022Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:48:55 2022Critical (3)No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:48:48 2022Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:48:47 2022Notice (6)TLV-11 - unrecognized OID;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:48:39 2022Notice (6)Honoring MDD; IP provisioning mode = IPv6
    Wed Sep 07 09:48:06 2022Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:47:28 2022Warning (5)MDD message timeout;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:47:27 2022Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:47:18 2022Notice (6)CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:47:16 2022Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:46:35 2022Critical (3)No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:46:29 2022Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Wed Sep 07 09:46:24 2022Notice (6)TLV-11 - unrecognized OID;CM-MAC=9c:c9:eb:34:e4:a0;CMTS-MAC=00:90:f0:29:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
    • FURRYe38's avatar
      FURRYe38
      Guru - Experienced User
      Sep 21, 2022

      A few Correctables however not bad. Those could be a slight cable issue, bad connector or fitting or maybe a splitter. 

      I see Criticals that the ISP could look into. Check those warnings as well. 

      • sweetgerald's avatar
        sweetgerald
        Aspirant
        Sep 21, 2022

        Can you elaborate on what I'm looking into with regard to criticals or warnings? Sorry - not sure what I'm looking at myself.

         

        Xfinity has claimed there is no signal issue after 2 technician visits - during which time, each of them made cable adjustments inside or outside the house. Just looking for what ammo I might need to bring to show they're the source of any issue.

         

        Does that log indicate anything that might be a source of my symptoms? I see warnings and criticals from last night, 9/20 around 11:30pm, which does correspond to when I was completely unable to connect to online access on an Xbox game.

         

        Thanks, I appreciate the fast replies.

  • sweetgerald's avatar
    sweetgerald
    Aspirant
    Sep 21, 2022

    Regarding cables:

    • using the LAN cables that came with the hardware (modem/router). 
    • no splitters as far as I know, from the ISP box to the modem (Xfinity tech did bypass some old stuff from previous homeowner's installation, on the morning of 9/7).
    • Xfinity tech said the coax running up to modem was functioning well - it's in an enclosed finished room so I dont have easy access to replace anyway.

    Regarding power:

    • I've power cycled modem/router many times in the past month (including after firmware updates)

    Regarding home details

    • 2600 sqft, spread across 3 stories. Roughly 900 sqft/floor
    • router and satellite are on different floors, opposite corners of the square-shaped house
    • far enough away from other houses that I cannot pick up anyone else's wifi, if that is what you mean by wifi neighbors

    Regarding configuration:

    • using out of the box channels (not familiar with it enough to have changed anything). 
    • I have not power cycled again since I noticed there was a satellite firmware update this morning, that I had not noticed before. Just updated the satellite RBS750 to same firmware as the router.
    • i have not done a factory reset and scratch setup since I had it configured and set up initially 8 months ago. Thought about it, but there's never a convenient time to do it.
    • FURRYe38's avatar
      FURRYe38
      Guru - Experienced User
      Sep 21, 2022
      sweetgerald wrote:

      Regarding cables:

      • using the LAN cables that came with the hardware (modem/router). <CAT6 is recommended.
      • no splitters as far as I know, from the ISP box to the modem (Xfinity tech did bypass some old stuff from previous homeowner's installation, on the morning of 9/7).
      • Xfinity tech said the coax running up to modem was functioning well - it's in an enclosed finished room so I dont have easy access to replace anyway.

      Regarding power:

      • I've power cycled modem/router many times in the past month (including after firmware updates)

      Regarding home details

      • 2600 sqft, spread across 3 stories. Roughly 900 sqft/floor
      • router and satellite are on different floors, opposite corners of the square-shaped house, <What is the distance between the RBR and RBS?
      • far enough away from other houses that I cannot pick up anyone else's wifi, if that is what you mean by wifi neighbors

      Regarding configuration:

      • using out of the box channels (not familiar with it enough to have changed anything). <Try setting channel 1 and 40 on the RBR. Also set 40Mhz only Under Advanced Tab/Advanced Settings/Wireless Settings. I would also maybe set the power to 50% as well. 
      • I have not power cycled again since I noticed there was a satellite firmware update this morning, that I had not noticed before. Just updated the satellite RBS750 to same firmware as the router. <Be sure that if FW updates are available that the RBS set updated first then the RBR lastly.
      • i have not done a factory reset and scratch setup since I had it configured and set up initially 8 months ago. Thought about it, but there's never a convenient time to do it. <I recommend giving this a try on the entire system and setup from scratch. 
      • Ensure the laptops wifi and ethernet adapter drivers are fully up to date as well. 

       

      • sweetgerald's avatar
        sweetgerald
        Aspirant
        Sep 21, 2022

        FURRYe38 

        • will look into CAT6 if needed
        • distance between RBR and RBS is about 35 ft in the horizontal plane, and about 6 ft in the vertical plane, on different floors, opposite corners of the house. So let's just assume a bit over 35 if my trigonometry is right.
        • what will setting channels do?
        • i just generally do the fw updates when the orbi app presents them to me
        • Can do a full system reset if there are no other leads to pursue first
        • regarding drivers - i'm also seeing the same symptom on all devices simultaneously. Phones, laptop, game console, tv, streaming sticks. It seems unlikely it's a device issue.

        plemans 

        • I assume you  mean power to mean the signal coming from the ISP into the modem, rather than "electrical" power to the hardware, correct?
        • Both Xfinity techs noted an unusually high signal coming from the pole to the house, but both techs did some cabling rearrangement that they suggested would resolve the issue. The second tech did say he'd create a ticket to have someone look at something at the pole, but that is outside the scope of me hearing back from Xfinity about.
        • Is there a specific log error or warning I can cite to Xfinity for support? Or is this something to address with my hardware?