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Netgear Modem Packet Loss

BW98321
Aspirant

Netgear Modem Packet Loss

Hey all, so I started having connection issues with my phone calls dropping and people never hearing me during teleconferences while we've been remote which prompted me to buy an entirely new network. I got the Netgear CM1100 and a Netgear Velop WiFi6 system. Overall speeds are great but packet loss is a huge problem. 

 

I have ran multiple packet loss tests with the new set-up and while speeds are consistently at 750 + meg down the up speeds are somewhat slow and packet loss is all over the place from 1% to 20%. I have attached my error logs (tried an amplifier last night and it did not work which is some of errors) and my Modem Cable Connection.

 

Thanks to anyone who can assist or point me in the right direction.

Model: CM1100|Nighthawk Multi-Gig Speed Cable Modem—DOCSIS 3.1
Message 1 of 12
BW98321
Aspirant

Re: Netgear Modem Packet Loss

More pics

Message 2 of 12
BW98321
Aspirant

Re: Netgear Modem Packet Loss

Event Log

Message 3 of 12
plemans
Guru

Re: Netgear Modem Packet Loss

remove any splitters, attenuators, amplifiers from your line. 

Check the coax for bends, kinks, damange, old/cheap/bad connectors. 

If you do all that and are still getting these numbers, your isp needs to check your line. 

Message 4 of 12
BW98321
Aspirant

Re: Netgear Modem Packet Loss

Thanks for reply. I have no splitters, actuators, or amplifiers. The house is relatively new and had a completely separate cable line ran since internet was through 1 company and TV was through another so two different coaxial signals. I will try replacing the cable connection with a new coaxial cable and see what that does. How do my readings look on the modem?
Message 5 of 12
plemans
Guru

Re: Netgear Modem Packet Loss

Bad. 

Your downstream has a lot of errors, the channels aren't all locked.

Your upstream power levels are low. 

and your logs show signal issues. 

 

Which is why I said, the isp needs to check the line if your fixes don't help. Maybe they nicked it during install, didn't tighten it properly at the hub, or something else. 

Message 6 of 12
BW98321
Aspirant

Re: Netgear Modem Packet Loss

Thank you! Helps a ton. Calling them now.

Message 7 of 12
BW98321
Aspirant

Re: Netgear Modem Packet Loss

Since a tech can't get out here until next week I removed the splitter in the box outside making the connection from road straight to house. Do these look better? Note: The power levels of upstream went down but my packet loss is around 0% now and highest I've seen is 0.5% packet loss.

 

<tabindex=-1>Startup Procedure</tabindex=-1>
ProcedureStatusComment
Acquire Downstream Channel543000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeHonor MDDIPv4 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
ChannelLock StatusModulationChannel IDFrequencyPowerSNR / MERUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1LockedQAM2564543000000 Hz4.6 dBmV40.9 dB17203942900
2LockedQAM2561525000000 Hz6.1 dBmV42.2 dB17077400000
3LockedQAM2562531000000 Hz6.3 dBmV42.2 dB17077781100
4LockedQAM2563537000000 Hz5.7 dBmV41.9 dB17078146600
5LockedQAM2565555000000 Hz3.2 dBmV40.8 dB17078498300
6LockedQAM2566561000000 Hz3.3 dBmV41.2 dB17078860400
7LockedQAM2567567000000 Hz3.9 dBmV41.7 dB17079224900
8LockedQAM2568573000000 Hz4.2 dBmV41.6 dB17079630200
9LockedQAM2569579000000 Hz4.8 dBmV41.6 dB17079968300
10LockedQAM25610585000000 Hz5.7 dBmV41.3 dB17080442700
11LockedQAM25611603000000 Hz4.6 dBmV41.0 dB17080805300
12LockedQAM25612615000000 Hz2.4 dBmV40.6 dB17081216000
13LockedQAM25613621000000 Hz2.7 dBmV40.7 dB17081539200
14LockedQAM25614627000000 Hz3.2 dBmV40.9 dB17081920000
15LockedQAM25615633000000 Hz3.3 dBmV41.2 dB17082286700
16LockedQAM25616639000000 Hz3.5 dBmV41.0 dB17082628500
17LockedQAM25617645000000 Hz3.9 dBmV41.2 dB17083024200
18LockedQAM25618651000000 Hz5.0 dBmV41.2 dB17083406600
19LockedQAM25619657000000 Hz5.9 dBmV41.3 dB17083720500
20LockedQAM25620597000000 Hz5.8 dBmV41.4 dB17084142000
21LockedQAM25621513000000 Hz4.7 dBmV41.7 dB17084563600
22LockedQAM25622519000000 Hz5.0 dBmV41.8 dB17084959000
23LockedQAM25623489000000 Hz4.3 dBmV41.7 dB17085057900
24LockedQAM25624495000000 Hz4.4 dBmV41.9 dB17085012900
25Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
26Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
27Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
28Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
29Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
30Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
31Not LockedUnknown00 Hz0.0 dBmV0.0 dB000
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB000

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
ChannelLock StatusModulationChannel IDFrequencyPower
1LockedATDMA2523800000 Hz30.0 dBmV
2LockedATDMA2630300000 Hz30.5 dBmV
3LockedATDMA2736800000 Hz30.5 dBmV
4Not LockedUnknown00 Hz0.0 dBmV
5Not LockedUnknown00 Hz0.0 dBmV
6Not LockedUnknown00 Hz0.0 dBmV
7Not LockedUnknown00 Hz0.0 dBmV
8Not LockedUnknown00 Hz0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPowerSNR / MERActive Subcarrier Number RangeUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1Locked0, 1, 2, 25525782000000 Hz7.8 dBmV39.8 dB1468 ~ 26273240825083039413280
2Not Locked0, 25500 Hz1.2 dBmV0.0 dB0 ~ 4095000

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not LockedUnknown00 Hz0 dBmV
2Not LockedUnknown00 Hz0 dBmV
Message 8 of 12
vkdelta
NETGEAR Expert

Re: Netgear Modem Packet Loss

run the traffic for 1-2 hours and watch the "uncorrectable" counters on the 24 QAM channels. They need to be 0 (ideal) and or very low.

you had tens of thousand errors before.

Message 9 of 12
BW98321
Aspirant

Re: Netgear Modem Packet Loss

Since I plugged directly in my count is 0.
Message 10 of 12
plemans
Guru

Re: Netgear Modem Packet Loss

Your upstream power is pretty low. if you're still having issues, I'd have them check it. 

Message 11 of 12
BW98321
Aspirant

Re: Netgear Modem Packet Loss

Note: I do have 2 errors in my event log since I did the connection change:

 

TimePriorityDescription
2020-09-20, 04:26:29Error (4)DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=bc:a5:11:d4:aa:6c;CMTS-MAC=00:01:5c:6a:48:4c;CM-QOS=1.1;CM-VER=3.1;
2020-09-19, 13:58:22Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=bc:a5:11:d4:aa:6c;CMTS-MAC=00:01:5c:6a:48:4c;CM-QOS=1.1;CM-VER=3.1;
2020-09-19, 13:58:18Critical (3)REG RSP not received;CM-MAC=bc:a5:11:d4:aa:6c;CMTS-MAC=00:01:5c:6a:48:4c;CM-QOS=1.1;CM-VER=3.1;
2020-09-19, 13:58:11Notice (6)TLV-11 - unrecognized OID;CM-MAC=bc:a5:11:d4:aa:6c;CMTS-MAC=00:01:5c:6a:48:4c;CM-QOS=1.1;CM-VER=3.1;
2020-09-19, 13:58:10Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=bc:a5:11:d4:aa:6c;CMTS-MAC=00:01:5c:6a:48:4c;CM-QOS=1.1;CM-VER=3.1;

 

Message 12 of 12
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