CM500 slow internet and my phone wouldn't connect

[Gilyem]

I have been having issues with my connection lately. I have rebooted both my modem and router. I have connection on my desktop, but not on my S9 phone (says connected without internet). Below is the status of my modem. 

[Gilyem · Accepted solution]

I managed to fix the problem, everything is working as it is again. I was able to contact ISP and they rebooted signals and I relocated my modem and router. All devices are back to normal.  Thank you for helping out. 

[FURRYe38]

What is the brand and model of the host wifi router connected to the modem?
Power is a bit over the limits. Might ask the ISP to turn that down some:

https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311

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. 
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?article=24311
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

[Gilyem]

The status page is up and loaded. I use TP Link Archer C80. I have checked with the ISP yesterday and they have rebooted on their end and told me everything is working. I do not use coax cable splitters. I may have to replace the coax cable since it hasn't been replaced for years. 

[FURRYe38]

What speeds do you pay for UP and down? 

Disconnect the router from the modem and connect up 1 wired PC to the back of the modem. Power OFF the modem for 30 seconds then back ON. What for it to be ready then run a speed test on the PC.

[Gilyem]

200mbps down and 10mbps up
I will do that and keep you posted once I have a PC to connect for wired (not until the weekend). I can only do wireless atm.  

[FURRYe38]

👍

[plemans]

Your power levels are just a touch high but you don't have any errors and your logs look amazing. 

I wouldn't be checking the modem. 

I'd be looking at these things: 

• router
• maybe the cable from modem to router. 

otherwise the modem looks great. 

[Gilyem]

Here's an update: 

1. I replaced the coax cable. 
2. Rebooted modem and connected wired to a computer. 

Below is the new status page and event log of the modem:

[plemans]

Now you've got a ton of errors and issues with your line. 

Not sure where you got that coax or how you replaced it but it was looking a lot better before you replaced it. 

check your connections, the cable, splitters, etc. 

[Gilyem]

The no errors was from clearing the event log and then rebooting both modem and router. I could put back the old one and see. 

[plemans]

didnt know you had a cleared one before. 

always best to have a log/connections page after using it a bit so you can see whats going on. 

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, bad/old/cheap connectors, or corroded connections. Replace them if you do.
If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent this.

If it doesn't help or still looks lik you have, then the ISP needs to check the line. 

[Gilyem]

I don't use any splitters.

I fixed how the modem is positioned and directly connected to a computer (wired)

The modem is connected directly to the coax of the house.

[plemans]

again, you've got a bunch of errors in your line. 

If the issue isn't coming from inside the home, it could be from your isp's setup. 

If you've tried everything in your home, then you'd need to contact the isp to check it. 

[Gilyem · Accepted solution]

I managed to fix the problem, everything is working as it is again. I was able to contact ISP and they rebooted signals and I relocated my modem and router. All devices are back to normal.  Thank you for helping out. 

[Gilyem]

[plemans]

Hope it stays working for you!

Might mark it solved so others aren't continuing to try to fix it since its resolved 🙂