Orbi WiFi 7 RBE973
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Re: C6220 Frequent Wifi disconnects and/or modem crashes

SJH13
Aspirant

C6220 Frequent Wifi disconnects and/or modem crashes

Issue:  Modem/Router goes offline frequently from twice a day to twice a week. 

Firmware on the Modem/Router V1.02.11.   

Xfinity Service package: Internet only, Performance Select  100mbs

The cable enters the house from outside and is directly connected to the Netgear C6220, no splitters.

No computer at the house.  I have set up remote access on the modem/router and am accessing it from a different location.

There are only 6 devices connected to wifi:  they are all "smart" sensors that run on the 2.4ghz band.  Nothing is running on the 5g band, unless I go to the property and connect my phone to 5g. 

When I connect to 5g, the speed is as expected.

I know when the modem/router goes down, because all my devices alert me via text & email, with a time stamp.

The time stamp of when they go down does not always match the timestamp in the logs on the modem/router.

 

I have remote access enabled on the modem/router, and when it "goes down" I attempt to access it via my computer, and am unable to do so until I  log into my Xfinity.com account, and reboot the modem from the Xfinity interface. 

 

I have never been at the property when it goes down, and so have not looked at the lights on the modem/router.

 

This is what I've done, in my attempts to fix this issue:

1)  Unplugged the modem for 20 minutes, then plugged it back in and rebooted.

2)  Cleaned the contacts and tightened them.

3)  Tested the wifi using Ookla, M-Lab and Xfinity speed test

(at 6 feet away on the 2.4 band, it's fluctuates between 10 and 40 mbps download and 1 to 15 upload)

4)  Tested the modem with a direct RJ45 connection (Download over 121, which is fine, I'm only paying for 100, upload is adaquate)

5)  Changed the 2.4 channel to 11 (had less traffic), now it's got a lot of traffic, so I'm changing it to "auto"

6)  Moved the modem to a position where it had more air circulating underneath it, as it seemed overly warm

 

I'm posting logs below.  Stangely the logs do not reflect the same time of failure as my devices do.  For example, all my devices went down on Feb 13, 2021 at 1:35 AM.  The log shows the Modem/Router going down at 7:48 AM, which is actually the time when I reset it.

 

Also, note the difference in todays (2/13/2021) cable log, and the last time it went down, on 2/8/2021, five days ago.

 

Thanks for any help anyone can give.

 

 

2021-02-13, 07:50:45.0

Warning (5)

MDD message timeout;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.1;CM-VER=3.0;

2021-02-13, 07:48:37.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2021-02-03, 17:12:39.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2021-02-03, 17:06:32.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2021-02-02, 08:56:58.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2021-02-02, 07:47:17.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2021-01-27, 10:43:58.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2021-01-21, 20:21:12.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2021-01-16, 16:04:55.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2021-01-11, 18:40:13.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2021-01-05, 14:55:40.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2021-01-05, 09:04:39.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2020-12-31, 08:07:39.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2020-12-28, 07:33:49.0

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.1;CM-VER=3.0;

2020-12-25, 11:12:53.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

2020-12-24, 19:32:21.0

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.1;CM-VER=3.0;

2020-12-19, 07:25:59.0

Critical (3)

Resetting the cable modem due to docsDevResetNow

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=28:80:88:9a:7e:30;CMTS-MAC=00:01:5c:66:00:46;CM-QOS=1.0;CM-VER=3.0;

 

 

Cable Log from today 2/13/2021

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

Procedure

Status

Comment

Acquire Downstream Channel

501000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Configuration File

OK

 

Security

Enable

BPI+

IP Provisioning Mode

Honor MDD

IPv6 only

 
  

Downstream Bonded Channels

 

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

16

501000000 Hz

11.2 dBmV

40.8 dB

0

0

2

Locked

QAM256

17

507000000 Hz

11.3 dBmV

40.8 dB

0

0

3

Locked

QAM256

18

513000000 Hz

11.2 dBmV

40.8 dB

0

0

4

Locked

QAM256

19

519000000 Hz

11.1 dBmV

40.8 dB

0

0

5

Locked

QAM256

20

525000000 Hz

11.1 dBmV

40.8 dB

0

0

6

Locked

QAM256

21

531000000 Hz

11.3 dBmV

40.8 dB

0

0

7

Locked

QAM256

22

537000000 Hz

11.3 dBmV

40.9 dB

0

0

8

Locked

QAM256

23

543000000 Hz

11.2 dBmV

40.8 dB

0

0

 
  

Upstream Bonded Channels

 

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

5

5120 Ksym/sec

36500000 Hz

36.3 dBmV

2

Locked

ATDMA

6

5120 Ksym/sec

30100000 Hz

35.8 dBmV

3

Locked

ATDMA

7

5120 Ksym/sec

23700000 Hz

34.8 dBmV

4

Locked

ATDMA

8

5120 Ksym/sec

17300000 Hz

34.0 dBmV

 
  

Current System Time: Sat Feb 13 09:39:43 2021

 

System Up Time: 0 days 1:50:30

 

 

 

Log from crash 5 days ago, 2/8/2021

Procedure

Status

Comment

Acquire Downstream Channel

453000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Configuration File

OK

 

Security

Enable

BPI+

IP Provisioning Mode

Honor MDD

IPv6 only

 

 

 

Downstream Bonded Channels

 

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

8

453000000 Hz

5.6 dBmV

40.1 dB

0

0

2

Locked

QAM256

9

459000000 Hz

5.3 dBmV

39.9 dB

0

0

3

Locked

QAM256

10

465000000 Hz

4.9 dBmV

39.8 dB

0

0

4

Locked

QAM256

11

471000000 Hz

5.9 dBmV

40.5 dB

0

0

5

Locked

QAM256

12

477000000 Hz

7.0 dBmV

41.4 dB

0

0

6

Locked

QAM256

13

483000000 Hz

7.2 dBmV

41.4 dB

0

0

7

Locked

QAM256

14

489000000 Hz

7.3 dBmV

41.6 dB

0

0

8

Locked

QAM256

15

495000000 Hz

7.4 dBmV

41.9 dB

0

0

 

 

 

Upstream Bonded Channels

 

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

5

5120 Ksym/sec

36500000 Hz

37.3 dBmV

2

Locked

ATDMA

6

5120 Ksym/sec

30100000 Hz

36.5 dBmV

3

Locked

ATDMA

7

5120 Ksym/sec

23700000 Hz

35.5 dBmV

4

Locked

ATDMA

8

5120 Ksym/sec

17300000 Hz

34.8 dBmV

 

 

 

Current System Time: Mon Feb 08 14:21:24 2021

 

System Up Time: 0 days 0:27:52

 

 

 

Model: C6220|DOCSIS 3.0 High Speed WiFi Cable Modem Router
Message 1 of 4
Natedeeeez
Aspirant

Re: C6220 Frequent Wifi disconnects and/or modem crashes

I’ve been having the same issue. Random disconnects. I noticed that right before the issue occurs, there are a ton of “uncorrectables”. My ISP has confirmed the signal is very strong but something needs to be fixed in the modem/router. Netgear, is there a firmware update to fix this inconsistent and unstable connection???
Model: C6220|DOCSIS 3.0 High Speed WiFi Cable Modem Router
Message 2 of 4
SJH13
Aspirant

Re: C6220 Frequent Wifi disconnects and/or modem crashes

@Natedeeeez  No one has ever even looked at, much less replied to my inquiry.  There are, in fact, quite a lot of people, in the past who have had this exact problem.  Somehow they got responses, but not me, apparently

 

I gave up on ever getting any help from Netgear and my ISP, which is Xfinity.   

 

Instead, what I've done to solve the issue was to purchased a TP Link router.  Then I went into the settings on the Netgear Modem/Router and turned the Wifi function OFF and simply am using the Netgear product as a modem, and the TP link as the router. 

 

So far at least (it's been over a week) I have NOT lost wifi.  Before I did this, the Netgear Modem/Router was dropping the Wifi every few days, sometimes twice a day.  So, this might have solved the issue.   This is the second Netgear combination Modem/Router that has had frequent failures, the other one was a NETGEAR CM1150V  that I ended up returning to Netgear, because of the constant crashes.  Personally, I won't buy another combination modem/router, especially one from Netgear.  Good luck to you. 

 

My advice, try any other brand than Netgear.  They clearly have quality control issues now, and abysmal support, which is a shame, because for 25 years, I've only bought Netgear.  

Model: C6220|DOCSIS 3.0 High Speed WiFi Cable Modem Router
Message 3 of 4
FURRYe38
Guru

Re: C6220 Frequent Wifi disconnects and/or modem crashes


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. 
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...

Message 4 of 4
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