NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.

Forum Discussion

panthrosan's avatar
panthrosan
Aspirant
Jul 03, 2023

Help With XFinity Problems

So a month or so back the Motorola modem from Xfinity just stopped working as Xfinity was "Working in the area to bring 10G to the region(DC/DMV)"  Sent us a new X7 modem/wireless router combo and things were fine for about a week.  Then it would disconnect and reconnect every 5 minutes or so and Xfinity was trying to blame it on "Faulty Wires" in my house.  The COAX never changed in the house and was stable for the past 4 years with the old Motorola modem.  Humored the "tech" on the online chat with XFinity and took the X7 straight to the COAX source first in line and still disconnecting and reconnecting regularly so its on Xfinity end or dead modem.  Bought a CM1150V so I would have more control of my internet and now I am still having issues with a stable connection.  I am not smart enough to read the charts and logs I have saved.  Can someone explain to me like I'm a simple man what is going on with my connection?  There are THOUSANDS of Correctables and Uncorrectables which when looking at other people's issues is WAY too many.  Then in the logs there are notices every minute with events which can't be good for my connection.  Is this a problem with my house and the perfectly good cables and brand new modem or is it a signal issue on Xfinity end?  Any help would be AMAZING as father in law works from home and we need stable internet.

6 Replies

  • panthrosan's avatar
    panthrosan
    Aspirant
    Jul 03, 2023

    Had a major connection drop and managed to snag the log from the incident and am including it now.

  • FURRYe38's avatar
    FURRYe38
    Guru - Experienced User
    Jul 03, 2023

    Has the ISP made any changes on there part? Last year XF stopped supporting there 1Gb speed tier and changes to having a 800Mpbs and a 1.2Gb speed plans. The CM series modem would no be supporting of the 1.2Gb plan. 

     

    Power on the modem from the ISP is TOO HIGH LOW. Needs to be turned UP:

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

     

    You have a ton of Correctables and Un-Correctables that should be zero. 

    Any Criticals, Errors or Warnings seen in the Event logs needs to be reviewed by the ISP and resolved. These indicate 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-Modems/m-p/1530376#M12853
    https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html