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C6220 losing internet signal

tsp01
Guide

C6220 losing internet signal

My router keeps losing internet connection. It is connected to the Xfinity and there are no outages in the area. It always shows signal strength, but multiple times a day loses internet connection. I have tried turning it off, factory resetting it, etc. and nothign has worked. Please help!

Model: C6220|DOCSIS 3.0 High Speed WiFi Cable Modem Router
Message 1 of 16
jimshaw
Aspirant

Re: C6220 losing internet signal

Model: C6220|DOCSIS 3.0 High Speed WiFi Cable Modem Router
Message 2 of 16
tsp01
Guide

Re: C6220 losing internet signal

That post doesnt really help, but here are my answers to the questions. 

1. What firmware is on the combo device?

V1.02.11

2. Is it just the 5g that goes down or does the 2.4ghz go down?

both

3. Is the internet connection going down or the wifi? 

internet connection, signal still strong

4. If you do a specifi wifi scan (using a phone or other pc app) how is the wifi congestion in your area? If its high, you can try changing to open channels.

 

5. How far from the router is the computer? 5ghz doesn't transmit as far as 2.4ghz and doesn't transmit as well through materials. 

doesn't matter how close or far, it still goes out

6. Any other devices having issues or just the device your using?

all devices lose internet

7. What wifi chipset is the device thats having issues running?

all devices have issues

Message 3 of 16
plemans
Guru

Re: C6220 losing internet signal

Log into the C6220 and get a screen snip of your cable connections page and event logs. That helps us check the siganl back to the ISP. 

 

Message 4 of 16
tsp01
Guide

Re: C6220 losing internet signal

Screen Shot 2021-04-20 at 9.07.07 AM.pngScreen Shot 2021-04-20 at 9.07.51 AM.png

Message 5 of 16
plemans
Guru

Re: C6220 losing internet signal

Photos have to be approved by a moderator. 

You can click on "choose file" when replying and add them one at a time. 

Message 6 of 16
tsp01
Guide

Re: C6220 losing internet signal

 
Message 7 of 16
tsp01
Guide

Re: C6220 losing internet signal

 
Message 8 of 16
plemans
Guru

Re: C6220 losing internet signal

You missed out on a log of info on the cable connection page. The whole page is key. 

As well as you attached the connected device page and not event logs. 

https://kb.netgear.com/30008/How-do-I-obtain-the-event-logs-from-a-NETGEAR-cable-modem-modem-router

Message 9 of 16
tsp01
Guide

Re: C6220 losing internet signal

 
Message 10 of 16
tsp01
Guide

Re: C6220 losing internet signal

 
Message 11 of 16
plemans
Guru

Re: C6220 losing internet signal

there should be "logs" and "event logs" 

You've got the logs on here. Not the event  logs.

Also, your power levels fluctuated quite a bit in a short time. Usually they're fairly stable but yours changed at least 1dbmv in a matter of minutes. I'd check your line for kinks, damage, loose/old/bad/correded/cheap connectors. Remove any splitters, amplifiers, or attenuators from your line as well. 

Plus you only have 1 locked upstream channel. You usually have more than 1. 

another hint to check the line. 

Message 12 of 16
tsp01
Guide

Re: C6220 losing internet signal

Sorry, I'm trying to figure it out! I will look into the things you mentioned. Here is the event log

Message 13 of 16
plemans
Guru

Re: C6220 losing internet signal

the event logs show a bunch of t3/t4 errors. These also tend to indicate a line issue. 

Check the line. Prefereably move the modem to right where the coax enters the home and direct connect it. this ensures that wiring within the walls of the home aren't the issue. 

Message 14 of 16
tsp01
Guide

Re: C6220 losing internet signal

I got a new cable and am still having the same t3/t4 issues and still only 1 upstream channel

Message 15 of 16
plemans
Guru

Re: C6220 losing internet signal

A new coax cable? 

did you check the rest of the line? and connectors? 

Message 16 of 16
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