Re: C7100v with Xfinity voice (reboots on some calls)

ml6156 · ‎2024-05-22

I have Xfinity Internet & Voice service, with 1 line connected to the TEL1 port.

Intermittently, I will receive a call with one ring only, (no caller ID or call history saved), which reboots the router.

I've discovered that this happens when the phone has no dial tone. This started infrequently, first every week or so, increasing to several times a week.

I've worked with both Xfinity and Netgear support for 9 months now. Lines have been checked, cables changed, telephone changed, etc. It was determined there was a hardware issue with the TEL port on the modem and the proposed resolution was to replace the C7100v, which I did.

I installed the new modem on 5/2 and it has been working fine until today when I noticed there was no dial tone. I called the number from my cell and it caused a reboot, as expected.

Has anyone else using a C7100v and Xfinity voice seen this issue? I found on post on reddit with this issue, but there were no replies. All techicians state they have never heard of anything like this and they're at a loss.

Any suggestions would be most appreciated. Thanks.

Kitsap · ‎2024-05-22

@ml6156 wrote:
I have Xfinity Internet & Voice service, with 1 line connected to the TEL1 port.

Intermittently, I will receive a call with one ring only, (no caller ID or call history saved), which reboots the router.

I've discovered that this happens when the phone has no dial tone. This started infrequently, first every week or so, increasing to several times a week.

I've worked with both Xfinity and Netgear support for 9 months now. Lines have been checked, cables changed, telephone changed, etc. It was determined there was a hardware issue with the TEL port on the modem and the proposed resolution was to replace the C7100v, which I did.

I installed the new modem on 5/2 and it has been working fine until today when I noticed there was no dial tone. I called the number from my cell and it caused a reboot, as expected.

Has anyone else using a C7100v and Xfinity voice seen this issue? I found on post on reddit with this issue, but there were no replies. All techicians state they have never heard of anything like this and they're at a loss.

Any suggestions would be most appreciated. Thanks.

Do you have the NOMOROBO service configured for your Xfinity number? Might be some issues there.

https://www.nomorobo.com/

The NOMOROBO service is included with your Xfinity phone service.

ml6156 · ‎2024-05-22

Thanks, I just double checked, and I don't have NOMOROBO service on this line. Maybe I should considering that's the bulk of calls. I could spend hours blocking numbers.

FURRYe38 · ‎2024-05-22

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...

ml6156 · ‎2024-05-22

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 Locked QAM256 4 471000000 Hz 1.7 dBmV 44.7 dB 0 0

2 Locked QAM256 1 453000000 Hz 1.7 dBmV 45.0 dB 0 0

3 Locked QAM256 2 459000000 Hz 1.9 dBmV 45.0 dB 0 0

4 Locked QAM256 3 465000000 Hz 1.7 dBmV 44.8 dB 0 0

5 Locked QAM256 5 477000000 Hz 1.6 dBmV 44.6 dB 0 0

6 Locked QAM256 6 483000000 Hz 1.4 dBmV 44.4 dB 0 0

7 Locked QAM256 7 489000000 Hz 1.6 dBmV 44.6 dB 0 0

8 Locked QAM256 8 495000000 Hz 1.2 dBmV 44.3 dB 0 0

9 Locked QAM256 9 501000000 Hz 1.5 dBmV 44.4 dB 0 0

10 Locked QAM256 10 507000000 Hz 1.1 dBmV 38.3 dB 0 0

11 Locked QAM256 11 513000000 Hz 1.5 dBmV 44.3 dB 0 0

12 Locked QAM256 12 519000000 Hz 1.3 dBmV 44.0 dB 0 0

13 Locked QAM256 13 525000000 Hz 1.3 dBmV 44.0 dB 0 0

14 Locked QAM256 14 531000000 Hz 1.4 dBmV 44.0 dB 0 0

15 Locked QAM256 15 537000000 Hz 1.0 dBmV 43.6 dB 0 0

16 Locked QAM256 16 543000000 Hz 1.5 dBmV 43.9 dB 0 0

17 Locked QAM256 17 549000000 Hz 0.8 dBmV 43.3 dB 0 0

18 Locked QAM256 18 555000000 Hz 1.1 dBmV 43.3 dB 0 0

19 Locked QAM256 19 561000000 Hz 1.0 dBmV 43.2 dB 0 0

20 Locked QAM256 20 567000000 Hz 1.1 dBmV 43.2 dB 0 0

21 Locked QAM256 21 573000000 Hz 1.4 dBmV 43.8 dB 0 0

22 Locked QAM256 22 579000000 Hz 1.0 dBmV 43.2 dB 0 0

23 Locked QAM256 23 585000000 Hz 1.5 dBmV 43.3 dB 0 0

24 Locked QAM256 24 591000000 Hz 0.9 dBmV 43.2 dB 0 0

Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 36.5 dBmV

2 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 36.3 dBmV

3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 36.3 dBmV

4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 35.5 dBmV

5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Time Priority Description

2024-05-22, 16:11:14.0 Critical (3) Resetting the cable modem due to docsDevResetNow

2024-05-18, 18:34:09.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:bc:b1:d8;CMTS-MAC=00:90:f0:03:00:00;CM-QOS=1.1;CM-VER=3.0;

2024-05-16, 09:56:39.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:bc:b1:d8;CMTS-MAC=00:90:f0:03:00:00;CM-QOS=1.1;CM-VER=3.0;

2024-05-15, 19:46:56.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:bc:b1:d8;CMTS-MAC=00:90:f0:03:00:00;CM-QOS=1.1;CM-VER=3.0;

2024-05-11, 16:42:25.0 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:bc:b1:d8;CMTS-MAC=00:90:f0:03:00:00;CM-QOS=1.1;CM-VER=3.0;

2024-05-02, 18:15:11.0 Critical (3) Resetting the cable modem due to docsDevResetNow

2024-05-02, 17:46:07.0 Critical (3) Resetting the cable modem due to docsDevResetNow

Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6

Time Not Established Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INIT