C7100V - Xfinity voice choppiness

Question

I see this issue arose some years ago on this forum: that is, incoming calls are so "choppy" that I can't hear the caller, while it seems at least much of the time that the caller can hear me. The solution proposed in the thread years ago was to upgrade the firmware on the C7100V, but to the best of my knowledge it's running the most current firmware (2.01.45).

I've unplugged the unit to reboot but that had no effect. I've attempted a reset via the Xfinity website but couldn't really tell whether it rebooted. I'd be grateful for any advice on this. Thanks!

FURRYe38 · Answer

Event log look ok, only a couple of criticals seen. If there were more or Errors or Warnings seen, would need the ISP to take a look there.&nbsp;
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I see lots of Correctables and Un-correctables on the cable connections page. These channels should show zeros here.&nbsp;
Have the ISP check the signal and line quality UP to the modem.&nbsp;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.&nbsp;Be sure your using good quality RG6 coax cable up to the modem.&nbsp;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-Modems/m-p/1530376#M12853https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-routerhttps://www.duckware.com/tech/solving-intermittent-cable-modem-issues.htmlhttps://highspeed.tips/docsis-events/

FURRYe38 · Answer

Means that the ISP gets the modem associated with there network properly and also sends the the right configuration file they use with the modem on there network.&nbsp;
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Ya, if the status shows not being able to see the modem, the ISP needs to take look into this.&nbsp;
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Also have the ISP check the speed package support for this modem as well. I think is only supports&nbsp;speeds up to 600Mbps.&nbsp;

FURRYe38 · Answer

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

dagnabit · Answer

Thank you for your help! I've never done it before so I hope I cut/pasted the information correctly.

FURRYe38 · Answer

You can copy the data from the web page and put into a word doc the export it to PDF then attach the PDF file to your next post.&nbsp;

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C7100V - Xfinity voice choppiness

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