C7000v2 Internet randomly goes out and factory resets on his own

[Bryan_Q]

I am looking for some help with my cable modem router. I have a NetGear C7000v2 firmware V1.03.08. I have been having this issue for probably the last 4-6 months.

I have tried trouble shooting with Xfinity, but the issue remains. My internet will randomly go out anywhere from 3-6 times a day, sometimes more. Sometimes it will randomly disconnect and reconnect on its own, but most of the time I have to reset the router. Most of my devices are ethernet like my laptop and Xbox.

One issue that has happened three times already (today being the third), my router will reset back to factory settings and have me re-create an Admin to my router. I'm out of warranty and want to avoid paying $130 if at all possible... I am looking for some help to see if this router can be fixed, or if i truly am SOL. 

Not really sure where to begin or what info to share to get started. I appreciate any help as i need to get this fix as soon as possible as I work from home. 

[FURRYe38]

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-m...
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-mode...

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://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

[Bryan_Q]

Sorry for the months of delay and i appreciate your help. I replaced the coax cable with a new one and also removed the splitter that was added my Xfinity as I only use internet with no cable TV. I thought removing the cable for a new one would fix it, but the issue is still happening. 

There's no kinks in the line that I see and the new one is now installed. Removed all cables from the modem and had it completely powered off for +5 minutes. 

I can include the event log, but i believe it mentions MAC so I need to blank those out right?

[FURRYe38]

Power is WAY TOO HIGH:

https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
Going to burn out the modem eventually.

You have a ton of correctables and un-correctables that should be zeros. 

Please edit out the MAC ADDRESSES before posting the event log if you see any.

[Bryan_Q]

Wow that's a big difference in power. What normally causes the power to be so high? I'm using the original power adaptor and the modem is on top of a dresser with plenty of ventilation. 

These are the event logs:

[FURRYe38]

Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem. Especially T3 Timeouts.

Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.

The power needs to come down for sure.

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://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

[Bryan_Q]

I appreciate your help and wanted to give an update. I called the ISP on Friday and they tried to trouble shoot the issue over the phone. I shared with them the issues of Criticals, Errors and Warnings, but said since it is not their modem they cannot reference those errors as the signal was good on their end. After an hour of trouble shooting and them provisioning the modem, they agreed to send a tech out.

Fast forward to Sunday, the tech said that everything was good on the line and even went as far as taking a ladder up to the pole to run diagnostics. From what he said, it looks like the issue causing it was from the cable box on the side of the house not being grounded. I recall seeing a ground wire, but didn't pay much attention when I was looking at it on Friday. He said everything should be good now that he grounded everything and included a new connection to the ISP box in the side of the house.

So far no issues in the past 24 hours and here is the cable logs as well. Power is higher than normal, but better than the previous picture as it also had +15 and -15, which the guy said he never seen before as his diagnostic tool wasn't triggering the no grounding issue.   

[Bryan_Q]

Normally I would be kicked off the internet at least 3-5 times today, but thankfully everything has worked as normal. I will give it another week or two to provide an update. Hopefully I can marked this as resolved as it was such a pain to have so many restarts to the point it triggered multiple factory restarts in the past few months.

Thank you for dedicating time to help me with these issues 🙌

[FURRYe38]

Power is WAY TOO HIGH:

https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
Going to burn out the modem eventually.

Ask about installing a -6dbm attenuator on the line behind the modem. 

[Bryan_Q]

I will ask to see if they can do that. I attached the most recent cable connection log from like 10 minutes ago. The issue just happened again after going a week strong without issues 😐.

Also, not sure if this matters but I do have a wifi extender and a router to extend the ethernet ports attached here:


The issue is still happening it seems. Maybe I should give it another week? It just went in and out about 3 times in the past hour. 

[FURRYe38]

Power is still too high on some channels and your still getting Correctables and Un-correctables that should be all zeros.