CM1000 Modem Connection Issues

[Bliztik]

Quick overview of location, setup, and versions:

Comcast 250mbs internet

Seattle, WA

Netgear cm1000 modem connected to netgear r7500v2 router

Modem firmware version v3.01.04

Modem model version i would have to check tonight

All on windows operating systems

Over the last week, my internet connection has been severly decreasing, with speeds of only 20mbs on Sunday and zero connectivity as of Tuesday night. When i called comcast, they claimed they were not having any problems in the area, and that their information was successfuly being sent to my setup, therefor it must be on my side. When i go to the modem settings, it says the cable connection is "Good", yet when i go to the router settings, it claims it is receiving zero internet. When i tried plugging a device directly into the ethernet cable from the modem, it claimed it was receiving zero internet also. The front of the modem is consistently showing five constantly green lights, like it would when it is operating properly. Factory reseting the modem is having no affect on the connection currently. At this point, im not sure what the problem is but i believe it has to do with the modem. Would love your imput on what you would try next! I'll provide modem information incase that is useful.

[vkdelta]

Hi, 

Please upload your screenshots again.  Need to check power and BER info.

also, upload DOCSIS event logs. 

If you trouble uploading here, post them on IMGUR.com and give us the links..

what is your performance when you connect directly to the modem? Are you seeing same or different performance?

how often and how fast can you reproduce this?

[Bliztik]

Thanks for the response. 

When i connected directly, i am getting the exact same performance which is that the device says "connected" yet i have zero internet connection. This is reproduced constantly right now, everytime i connect.

Here are the imgur links to modem information

https://imgur.com/l40xGXm

https://imgur.com/IIPpQEq

[vkdelta]

you cannot directly remove the Router and connect your laptop. CM will not provide Internet in that case because ISPs put a MAX_CPE=1 in the config file. you will need to reboot the modem.

Just saw your connection table. You have lot of noise on the RF line either caused by your home wiring or ISP directly. 

you can see in the logs, you have provided there are over 400,000 uncorrectables on QAM channels and close to 100K uncorrectables on OFDM channels. This will have impact on your performance. 

also, you power levels are way off. Ideally, it must be 0dBmV but Comcast has their spec with -7 to +7 dBmV.

but you have -20dB in some cases which is surprising that modem is even able to work in such bad RF conditions.

your OFDM DS power -27 !! that is way too low. 

I suggest you immediately call your ISP and get the line fixed. 

if you get 16ch modem, these issues may not be that bad since it will not use higher channel and OFDM channel. 

Either way, your line needs to be fixed since power levels are low and too many uncorrectables.

If you want second opinion, you are welcome to post on DSLREPORTS forum with these power levels screenshots and there will lot of folks saying same as my comments:

http://www.dslreports.com/forum/comcast