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CM2000 Internet Dropping / Slow Connectivity / Intermittent Connectivity

malmeida82
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CM2000 Internet Dropping / Slow Connectivity / Intermittent Connectivity

'll keep this post updated if I do happen upon a resolution to this. 

 

I'm looking to determine if my download stream power is too high. I was reading that it should ideally be around 0db, but mine hovers around 6-7db. If this is the case, I'm thinking a simple downstream attenuator before my modem would do the trick.

 

Ideally, I'm looking to correct this issue and then treat myself to the new 970 series and ditch the eeros. (Company is not the same after Amazon purchased them.)

 

I've posted some additional information below for history / context as well as a modem log (MAC removed) as to errors I'm receiving.

-----------------------------------------------------------------------------------------------------------

 

Original setup - Motorla 1G Modem, eero 6E router and 2 satellites

 

The dropping in my home has been a consistent issue in my home for the past 6 months. Oddly, it was around 4-9pm every evening. (Occasional issues during the day - maybe 1-2).

 

At the start I replaced my modem to a CM2000. (Previously had an older Motorla that only supported up to 1G. Given the speed (now 1.2G), I wondered if it was the modem. Issue continued to occur. Kept the CM2000 to future proof as the Motorla was older. 

 

I then replaced my eero 6E router & satellites. Issue continued to happen.

 

I removed all my own devices, picked up am Xfinity gateway and plugged directly from the incoming cable. (This was done by a technician.) Issue keeps happening.

 

Returned the Xfinity Gateway as it didn't resolve my issue. (Almost seemed worse.) I went back to the CM2000 and my eeros.

 

I also worked with the supervisor of the lines in my area - Phil A if I remember correctly. He and his team did whatever they could as well with the lines and such. (This part is beyond my understanding of networks.) Issue still continued to happen.

 

The dropping randomly stopped for maybe 3 weeks and now has returned. However, the dropping primarily happens in the morning from about 7-11 or so with other drops maybe 1-3x a day otherwise. 

 

These drops seem to be brief (no more than 1-5 mins) and will typically go back online. Occasionally I have to restart my modem to stop the "drop" at that time. On the CM2000 I have noticed that the down arrow blinks pretty frequently. A quick google search on the topic, noted that it may have something to do with the downstream power levels. I wanted to check these and any error messages the modem had listed. (Admittedly some of this makes little sense to me.)

 

This was the status I found in my modem. (It has not changed in the past 6 hours.) 

 

Note - the technician replaced all my coax cables and fittings. There are no splitters whatsoever. My internal/home coax cables were eliminated in one of the earlier troubleshooting steps.

 

malmeida82_0-1695320549885.jpg
 
 
 
 
 
 
Below is what the modem gave me as diagnostics: 
 

Cable Diagnostic

Status: Poor

Action:
[Partial Service]
If the Partial Service mode does not go away within a few hours (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required ones.
4) Contact your service provider for troubleshooting help.

CM Status: Good

Downstream Status: Poor

    Partial Service: Poor
    Cable modem is in partial service mode. Your service provider might be under maintenance. Most of the time it won't affect your traffic and will automatically clear when work is complete.

    Downstream Power Level: Good

    Downstream SNR Level: Good

Upstream Status: Good

    Upstream Power Level: Good


Current Time: Thu Sep 21 11:13:38 2023

Startup Procedure
Acquire Downstream Channel: 579000000 Hz  Locked
Connectivity State:          OK       Operational
Boot State:                  OK       Operational
Security:                   Enabled   BPI+
IP Provisioning Mode:       Honor MDD   IPv6 only


Downstream Bonded Channels (Partial Service)
Channel LockedStatus Modulation ChannelID  Frequency     Power    SNR   Correctables Uncorrectables     
      1     Locked     QAM256     25     579000000 Hz     6.3     41.1     0     0
      2     Locked     QAM256      1     435000000 Hz     5.3     42.4     0     0
      3     Locked     QAM256      2     441000000 Hz     3.7     41.9     0     0
      4     Locked     QAM256      3     447000000 Hz     6.5     42.8     0     0
      5     Locked     QAM256      4     453000000 Hz     4.4     42     0     0
      6     Locked     QAM256      5     459000000 Hz     5     42.1     0     0
      7     Locked     QAM256      6     465000000 Hz     5.5     42.2     0     0
      8     Locked     QAM256      7     471000000 Hz     5.2     42.1     0     0
      9     Locked     QAM256      8     477000000 Hz     5.3     42.1     0     0
     10     Locked     QAM256      9     483000000 Hz     6.7     42.4     0     0
     11     Locked     QAM256     10     489000000 Hz     6.5     42.2     0     0
     12     Locked     QAM256     11     495000000 Hz     5.5     42     0     0
     13     Locked     QAM256     12     501000000 Hz     6.6     42.2     0     0
     14     Locked     QAM256     13     507000000 Hz     5.5     41.8     0     0
     15     Locked     QAM256     14     513000000 Hz     5.8     41.7     0     0
     16     Locked     QAM256     15     519000000 Hz     5.7     41.7     0     0
     17     Locked     QAM256     16     525000000 Hz     6.3     41.8     0     0
     18     Locked     QAM256     17     531000000 Hz     6.4     41.7     0     0
     19     Locked     QAM256     18     537000000 Hz     7     41.9     0     0
     20     Locked     QAM256     19     543000000 Hz     5.7     41.5     0     0
     21     Locked     QAM256     20     549000000 Hz     5.9     41.1     0     0
     22     Locked     QAM256     21     555000000 Hz     6.6     41.6     0     0
     23     Locked     QAM256     22     561000000 Hz     5.3     41.2     0     0
     24     Locked     QAM256     23     567000000 Hz     6.9     41.5     0     0
     25     Locked     QAM256     24     573000000 Hz     6.3     41.3     0     0
     26     Locked     QAM256     26     585000000 Hz     7.2     41.4     0     0
     27     Locked     QAM256     27     591000000 Hz     6.2     41.1     0     0
     28     Locked     QAM256     28     597000000 Hz     6.6     41.2     0     0
     29     Locked     QAM256     29     603000000 Hz     5.7     40.9     0     0
     30     Locked     QAM256     30     609000000 Hz     6.9     41.1     0     0
     31     Locked     QAM256     31     615000000 Hz     6.9     40.9     0     0
     32     Locked     QAM256     32     621000000 Hz     6.6     40.8     0     0

Upstream Bonded Channels
Channel   LockedStatus  ChannelType ChannelID   SymbolRate        Frequency       Power     
      1       Locked       ATDMA      2       5120 Ksym/sec       16400000 Hz       42.3 dBmV
      2       Locked       ATDMA      3       5120 Ksym/sec       22800000 Hz       43.3 dBmV
      3       Locked       ATDMA      4       5120 Ksym/sec       29200000 Hz       44.3 dBmV
      4       Locked       ATDMA      5       5120 Ksym/sec       35600000 Hz       44.3 dBmV
      5       Locked       ATDMA      6       2560 Ksym/sec       40400000 Hz       43.8 dBmV
      6       Not Locked       Unknown      0       0       0       0.0
      7       Not Locked       Unknown      0       0       0       0.0
      8       Not Locked       Unknown      0       0       0       0.0

Downstream OFDM Channels
Channel   LockedStatus  ProfileID  ChannelID    Frequency       Power       SNR/MER    ActiveSubcarrier    Unerror    Correctable   Uncorrectable
      1     Locked     0 ,1 ,2 ,3     159     702000000 Hz     6.48 dBmV     40.1 dB     1126 ~ 2969     481773428     78248652     115467
      2     Not Locked     0      0     0 Hz     0 dBmV     0 dB     0 ~ 4095     0     0     0

Upstream OFDMA Channels
Channel   LockedStatus    ProfileID    ChannelID    Frequency       Power
      1     Not Locked     0      0     0 Hz     0 dBmV
      2     Not Locked     0      0     0 Hz     0 dBmV

Event Log
         Time               Priority     Description
Thu Sep 21 09:14:32 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 159; DSID: N/A; 
Thu Sep 21 09:14:29 2023     Warning (5)     MDD message timeout;
Thu Sep 21 09:09:47 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 
Thu Sep 21 09:09:31 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 
Thu Sep 21 09:09:28 2023     Warning (5)     MDD message timeout;CM
Thu Sep 21 09:07:22 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA 
Thu Sep 21 09:07:01 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 
Thu Sep 21 09:07:00 2023     Warning (5)     MDD message timeout;CM-
Thu Sep 21 09:05:04 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 
Thu Sep 21 09:04:48 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N
Thu Sep 21 09:04:48 2023     Warning (5)     MDD message timeout;
Thu Sep 21 09:00:45 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 
Thu Sep 21 09:00:26 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 
Thu Sep 21 09:00:24 2023     Warning (5)     MDD message timeout;CM-MAC=;
Thu Sep 21 09:00:16 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 
Thu Sep 21 09:00:09 2023     Critical (3)     Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=
Thu Sep 21 09:00:08 2023     Warning (5)     MDD message timeout;CM-MAC=
Thu Sep 21 08:59:53 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC
Thu Sep 21 08:59:48 2023     Warning (5)     MDD message timeout;CM-MAC=
Thu Sep 21 08:52:16 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
Thu Sep 21 08:51:47 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC
Thu Sep 21 08:51:47 2023     Warning (5)     MDD message timeout;CM-MAC=
Thu Sep 21 08:51:18 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 
Thu Sep 21 08:50:53 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC
Thu Sep 21 08:50:53 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
Thu Sep 21 08:50:27 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC
Thu Sep 21 08:50:26 2023     Warning (5)     MDD message timeout;CM-MAC
Thu Sep 21 08:50:23 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=
Thu Sep 21 08:50:13 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 
Thu Sep 21 08:50:12 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=
Thu Sep 21 08:50:02 2023     Warning (5)     MDD message timeout;CM-MAC=
Thu Sep 21 08:49:37 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
Thu Sep 21 08:49:34 2023     Warning (5)     MDD message timeout;CM-MAC=
Thu Sep 21 08:49:29 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=
Thu Sep 21 08:49:29 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC
Thu Sep 21 08:48:59 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
Thu Sep 21 08:48:50 2023     Warning (5)     MDD message timeout;CM-MAC=
Thu Sep 21 08:48:46 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
Thu Sep 21 08:48:41 2023     Notice (6)     CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
Thu Sep 21 08:48:41 2023     Warning (5)     MDD message timeout;CM-MAC=
 

Message 1 of 2
FURRYe38
Guru

Re: CM2000 Internet Dropping / Slow Connectivity / Intermittent Connectivity

Download power on some channels is on the boarder of too high in power. Also power levels seems a bit all over the place, chould be with in 3db across all channels. https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router

 

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.

 

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://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

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