NetGear AC 1900 Cable Modem Voice Router, Model: C7100V - not working

[BrandonHazel]

Hi, my modem isn’t connecting & I was wondering if anyone had any tips. It’s a NetGear AC 1900 Cable Modem Voice Router, Model: C7100V.

For reference, I’ve had no issues with it. It is supported by Xfinity & worked a few hours ago. I unplugged it (to clean my room) but it refuses to re-connect.

Here’s what I’ve done: Unplugged it/waited, changed outlets, tightened cords, used Ethernet cable to check status on PC, and tried to connect from my iPhone. Xfinity wasn’t able to detect it either. And, I’ve used a paper clip to hit the “reset” button on the back.

Xfinity says it’s offline can’t recognize it. All lights are on & solid - the power button is solid red.

If anyone could help me, thank you. It was working just fine

[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...

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/

[BrandonHazel]

Hi,
Thanks for replying. I am unable to view event logs because I cannot connect to the internet. Google Chrome won’t allow me to search anything - even with Ethernet.

[FURRYe38]

You should be able to access the modems web page to capture those logs. 

Try a factory reset on the modem and setup from scratch.

Be sure the ISP service has the modem associated with there system correctly. Contact the ISP for help on this.