Internet drops multiple times a day for about 3 mins

pinkstonms · ‎2023-08-25

I have had this C7000v2 for a couple years with no problems but the last two months it looses internet multiple times a day, when it goes down it is for about 3 mins then it comes back. The lights on the router stop blinking. below is the log that shows date and time of each time we loose internet.

I have read through the community posts and found some that are similar to my problem but thought I would start one that is more relative to my case. Thank you

I am hoping someone can shed some light on this issue since my ISP Optimum is no help. I can see the drive is old but I cant update it and ISP says they don't update drivers.

pinkstonms · ‎2023-08-29

Got a call from the ISP yesterday (Optimum) they said the problem has been resolved. No explanation as to what they did but in fact I checked the error log and have not had another lose of internet since yesterday at 11:43 am. Finger crossed!

Thanks to everyone who offered their help.

View solution in original post

FURRYe38 · ‎2023-08-25

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...

pinkstonms · ‎2023-08-25

OK here is connection report:

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	561000000 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	1	561000000 Hz	-0.6 dBmV	37.7 dB	1	0
2	Locked	QAM256	2	567000000 Hz	-0.6 dBmV	38.6 dB	1	0
3	Locked	QAM256	8	603000000 Hz	-1.2 dBmV	37.9 dB	1	0
4	Locked	QAM256	11	621000000 Hz	-1.7 dBmV	37.4 dB	1	0
5	Locked	QAM256	12	627000000 Hz	-2.3 dBmV	37.3 dB	1	0
6	Locked	QAM256	13	633000000 Hz	-2.6 dBmV	37.2 dB	2	0
7	Locked	QAM256	14	639000000 Hz	-2.3 dBmV	37.2 dB	0	0
8	Locked	QAM256	15	645000000 Hz	-2.4 dBmV	37.7 dB	2	0
9	Locked	QAM256	16	651000000 Hz	-1.9 dBmV	37.7 dB	1	0
10	Locked	QAM256	17	657000000 Hz	-2.2 dBmV	37.5 dB	1	0
11	Locked	QAM256	18	663000000 Hz	-2.3 dBmV	37.5 dB	1	0
12	Locked	QAM256	19	669000000 Hz	-2.5 dBmV	36.9 dB	518	11
13	Locked	QAM256	20	675000000 Hz	-2.8 dBmV	36.9 dB	5	0
14	Locked	QAM256	21	681000000 Hz	-2.6 dBmV	36.8 dB	1	0
15	Locked	QAM256	22	687000000 Hz	-3 dBmV	37 dB	0	0
16	Locked	QAM256	23	693000000 Hz	-3 dBmV	37.2 dB	0	0
17	Locked	QAM256	24	699000000 Hz	-4.1 dBmV	36.2 dB	0	0
18	Locked	QAM256	25	705000000 Hz	-4 dBmV	36.6 dB	0	0
19	Locked	QAM256	26	711000000 Hz	-4.1 dBmV	36.5 dB	0	0
20	Locked	QAM256	27	717000000 Hz	-4.1 dBmV	36.6 dB	0	0
21	Locked	QAM256	28	723000000 Hz	-4.2 dBmV	36.6 dB	0	0
22	Locked	QAM256	29	729000000 Hz	-4.7 dBmV	36.3 dB	0	0
23	Locked	QAM256	30	735000000 Hz	-4.6 dBmV	36.2 dB	0	0
24	Locked	QAM256	31	741000000 Hz	-4.8 dBmV	35.9 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	69	5120 Ksym/sec	37800000 Hz	50 dBmV
2	Locked	ATDMA	70	5120 Ksym/sec	31000000 Hz	51 dBmV
3	Locked	ATDMA	71	5120 Ksym/sec	24200000 Hz	51 dBmV
4	Locked	ATDMA	72	5120 Ksym/sec	17400000 Hz	51 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

Extended Upstream Transmit PowerEnable Extended Upstream Transmit Power

Current System Time:Fri Aug 25 10:39:41 2023System Up Time:00:28:38

pinkstonms · ‎2023-08-25

pinkstonms · ‎2023-08-25

here is the event log:

Time	Priority	Description
2023-8-25, 10:12:47	Warning (5)	MDD message timeout;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-25, 10:12:19	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-25, 10:12:19	Error (4)	Primary address failed, secondary active;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-25, 10:12:19	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:01:13	Critical (3)	DHCP failed - RS sent, no RA received;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:54	Notice (6)	Honoring MDD; IP provisioning mode = APM
1970-1-1, 00:00:47	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:41	Notice (6)	WiFi Interface [wl1] set to Channel 64 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:41	Notice (6)	WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:39	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2023-8-25, 09:52:57	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-25, 08:01:34	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-25, 05:56:52	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-25, 04:05:49	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-25, 02:12:24	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-25, 00:10:06	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-24, 22:14:50	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-24, 20:13:50	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-24, 18:10:15	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-24, 16:17:53	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-24, 14:19:54	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-24, 12:19:54	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-24, 10:18:28	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-24, 08:21:42	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-24, 06:14:58	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-24, 02:05:06	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-24, 00:06:06	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-23, 22:05:55	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-23, 20:10:10	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-23, 18:04:02	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-23, 15:57:21	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-23, 13:57:34	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-23, 11:46:55	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-23, 09:43:24	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-23, 07:45:51	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-23, 05:36:48	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-23, 03:33:36	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-22, 21:24:26	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-22, 17:37:11	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;
2023-8-22, 15:32:47	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:c9:0f:88;CMTS-MAC=00:01:5c:b4:e6:87;CM-QOS=1.1;CM-VER=3.0;

pinkstonms · ‎2023-08-25

Kitsap · ‎2023-08-25

@pinkstonms wrote:
I have had this C7000v2 for a couple years with no problems but the last two months it looses internet multiple times a day, when it goes down it is for about 3 mins then it comes back. The lights on the router stop blinking. below is the log that shows date and time of each time we loose internet.

I have read through the community posts and found some that are similar to my problem but thought I would start one that is more relative to my case. Thank you

I am hoping someone can shed some light on this issue since my ISP Optimum is no help. I can see the drive is old but I cant update it and ISP says they don't update drivers.

I think you mean firmware for your C7000v2. Your situation goes with the territory of owning your cable modem as opposed to leasing one from your ISP. More and more the ISPs are using no firmware updates as a pressure point to force customers into leasing ISP modems.

pinkstonms · ‎2023-08-25

do you think a firmware update would solve the issues?

FURRYe38 · ‎2023-08-25

Power levels are with in spec.

However you have some correctables and un-correctables that should be all zeros.

I see lots of Criticals and an Error in the Events logs. 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://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

FW is not updateable by users on C series modems. Only the ISP would be able to update the FW. IF they support that for user owned modems. Some do not.

pinkstonms · ‎2023-08-25

Thanks for the reply, I have sent cable connection log, error log to Optimum support now starts the waiting game IF they even respond. I will repost after I talk with them.

pinkstonms · ‎2023-08-29

Got a call from the ISP yesterday (Optimum) they said the problem has been resolved. No explanation as to what they did but in fact I checked the error log and have not had another lose of internet since yesterday at 11:43 am. Finger crossed!

Thanks to everyone who offered their help.

FURRYe38 · ‎2023-08-29

Glad they got it working. Please mark your thread as solved so others will know.
Enjoy. 📡

Internet drops multiple times a day for about 3 mins

Internet drops multiple times a day for about 3 mins

Re: Internet drops multiple times a day for about 3 mins

Re: Internet drops multiple times a day for about 3 mins

Re: Internet drops multiple times a day for about 3 mins

Re: Internet drops multiple times a day for about 3 mins

Re: Internet drops multiple times a day for about 3 mins

Re: Internet drops multiple times a day for about 3 mins

Re: Internet drops multiple times a day for about 3 mins

Re: Internet drops multiple times a day for about 3 mins

Re: Internet drops multiple times a day for about 3 mins

Re: Internet drops multiple times a day for about 3 mins

Re: Internet drops multiple times a day for about 3 mins

Re: Internet drops multiple times a day for about 3 mins