Intermittent connectivity interruptions for both wired and wifi

[CoolhandLW]

Cox Cable blames the modem and says firmware is from Netgear. Netgear says Cox may need to push firmware and that it is always pushed by the provider. Netgear refuses to help more without a subscription. Cox says the modem is docsys 3.1, so I'm hesitant to consider a replacement. I'm on Vox Preferred 250: 250 Mbps download, 10 Mbps upload.

[FURRYe38]

No much to go on. 

What NG products and models are you referring too? 

[plemans]

What device do you have?
What firmware is on it? 
If its a modem/router combo device, the firmware is part of the provisioning so nothing to really push.

Do you have a screensnip of the cable connections page and event logs?

[CoolhandLW]

Sorry, just let me know what you need. I thought this info was in the subject line. C7000 modem-router. It cuts out every hour or so for about 5 to 15 minutes. The interruption is both wired and wifi.

[FURRYe38]

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...

Remove any MAC Addresses before posting. 

[CoolhandLW]

Thanks for the help in advance. Sorry for the delay. I've been too busy lately to work on this. Below are the requested pastes. I replaced the valid looking MAC addresses with XXX, while I left a few that show as zeros. Looking forward to reading your responses.

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	951000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	honorMdd(4)

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	29	951000000 Hz	-3.1 dBmV	38.8 dB	0	0
2	Locked	QAM256	1	783000000 Hz	-2.7 dBmV	40.2 dB	0	0
3	Locked	QAM256	2	789000000 Hz	-2.8 dBmV	40.1 dB	0	0
4	Locked	QAM256	3	795000000 Hz	-2.8 dBmV	40.1 dB	0	0
5	Locked	QAM256	4	801000000 Hz	-2.7 dBmV	40.2 dB	0	0
6	Locked	QAM256	5	807000000 Hz	-2.8 dBmV	40.1 dB	0	0
7	Locked	QAM256	6	813000000 Hz	-3 dBmV	40 dB	0	0
8	Locked	QAM256	7	819000000 Hz	-3 dBmV	40 dB	0	0
9	Locked	QAM256	8	825000000 Hz	-2.8 dBmV	40 dB	0	0
10	Locked	QAM256	33	357000000 Hz	-2.5 dBmV	40.2 dB	0	0
11	Locked	QAM256	34	363000000 Hz	-2.8 dBmV	40.1 dB	0	0
12	Locked	QAM256	35	369000000 Hz	-3.2 dBmV	40 dB	0	0
13	Locked	QAM256	36	375000000 Hz	-3.5 dBmV	39.9 dB	0	0
14	Locked	QAM256	37	381000000 Hz	-3.7 dBmV	39.8 dB	0	0
15	Locked	QAM256	38	387000000 Hz	-4 dBmV	39.7 dB	0	0
16	Locked	QAM256	39	393000000 Hz	-4.2 dBmV	39.7 dB	0	0
17	Locked	QAM256	40	399000000 Hz	-3.1 dBmV	40.4 dB	0	0
18	Locked	QAM256	41	405000000 Hz	-2.6 dBmV	40.8 dB	0	0
19	Locked	QAM256	42	411000000 Hz	-2.4 dBmV	41.2 dB	0	0
20	Locked	QAM256	43	417000000 Hz	-2.6 dBmV	40.8 dB	0	0
21	Locked	QAM256	44	423000000 Hz	-2.7 dBmV	40.8 dB	0	0
22	Locked	QAM256	46	435000000 Hz	-2.7 dBmV	40.9 dB	0	0
23	Locked	QAM256	47	441000000 Hz	-2.6 dBmV	41.2 dB	0	0
24	Locked	QAM256	48	447000000 Hz	-2.3 dBmV	41.3 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	3	5120 Ksym/sec	30300000 Hz	46.9 dBmV
2	Locked	ATDMA	1	5120 Ksym/sec	17400000 Hz	46.9 dBmV
3	Locked	ATDMA	2	5120 Ksym/sec	23900000 Hz	47 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	36700000 Hz	46.9 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

Current System Time:Fri May 26 21:40:20 2023

Time	Priority	Description
2023-5-26, 21:02:12	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:02:14	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:02:14	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:02:16	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:02:16	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:02:18	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:02:18	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:02:20	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:02:51	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:02:52	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:02:56	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:02:58	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:03:00	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:03:00	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:03:01	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:03:02	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:03:04	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:03:10	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:03:19	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:03:24	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2023-5-26, 21:03:25	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2023-5-26, 21:03:40	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:39	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:39	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:42	Notice (6)	WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:42	Notice (6)	WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:42	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:50	Notice (6)	Honoring MDD; IP provisioning mode = IPv4
1970-1-1, 00:00:51	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:53	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:53	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0;
2023-5-26, 21:06:57	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2023-5-26, 21:06:57	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2023-5-26, 21:07:01	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2023-5-26, 21:07:13	Warning (5)	Unicast DSID PSN startup error
2023-5-26, 21:07:13	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2023-5-26, 21:07:45	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2023-5-26, 21:07:45	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
2023-5-26, 21:19:11	Warning (5)	Unicast DSID PSN startup error
2023-5-26, 21:19:12	Critical (3)	UCD invalid or channel unusable;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

[CoolhandLW]

Been out of town a while but posted the logs last night. The model is c7000,and only docsys 3.0, so not sure if that is the problem.

[FURRYe38]

Power levels are with in specs:

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

Though you have Criticals and Warnings in the event logs. Any criticals, errors or warnings seen in the event log needs to be reviewed by the ISP and resolved. This indicates a ISP signal issue on the line up to the modem. https://highspeed.tips/docsis-events/

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