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Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently
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Nighthawk AC1900 (C7000v2) Disconnects Frequently
For almost a week now, my modem has been losing its internet connection for several minutes at a time. This loss is simultaneous across all devices, both wired and wireless. Outside of these drops, performance seems to be totally normal.
I've contacted my ISP and they claim no issues on their end, only a weak connection that seems to be due to a hardware issue on our end. The previous coaxial cable seemed to be in fine condition, but I swapped it with a brand new one anyway to no avail.
Attached is a picture of the front-end LED indicators.
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Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently
What Firmware version is currently loaded?
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...
What Wi-Fi channels are you using?
Any Wi-Fi Neighbors near by? If so, how many?
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Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently
Connection Status:
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. | |
|
Startup Procedure
Procedure | Status | Comment |
Acquire Downstream Channel | 603000000 Hz | Locked |
Connectivity State | OK | Operational |
Boot State | OK | Operational |
Security | Disabled | Disabled |
IP Provisioning Mode | Honor MDD | honorMdd(4) |
Downstream Bonded Channels
Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Correctables | Uncorrectables |
1 | Locked | QAM256 | 17 | 603000000 Hz | 2.7 dBmV | 37.4 dB | 3 | 0 |
2 | Locked | QAM256 | 1 | 507000000 Hz | 1 dBmV | 36.6 dB | 134 | 69 |
3 | Locked | QAM256 | 2 | 513000000 Hz | 1.2 dBmV | 36.4 dB | 232 | 426 |
4 | Locked | QAM256 | 4 | 525000000 Hz | 1.4 dBmV | 36.9 dB | 158 | 146 |
5 | Locked | QAM256 | 5 | 531000000 Hz | 1.8 dBmV | 37.1 dB | 133 | 87 |
6 | Locked | QAM256 | 6 | 537000000 Hz | 1.7 dBmV | 37.2 dB | 83 | 90 |
7 | Locked | QAM256 | 7 | 543000000 Hz | 2.2 dBmV | 37.3 dB | 40 | 1 |
8 | Locked | QAM256 | 8 | 549000000 Hz | 2.1 dBmV | 36.3 dB | 8 | 0 |
9 | Locked | QAM256 | 9 | 555000000 Hz | 2.1 dBmV | 35.8 dB | 5 | 0 |
10 | Locked | QAM256 | 10 | 561000000 Hz | 2.2 dBmV | 36.8 dB | 1 | 0 |
11 | Locked | QAM256 | 11 | 567000000 Hz | 2.1 dBmV | 37.3 dB | 0 | 0 |
12 | Locked | QAM256 | 12 | 573000000 Hz | 2.3 dBmV | 37.3 dB | 0 | 0 |
13 | Locked | QAM256 | 13 | 579000000 Hz | 2.1 dBmV | 37.3 dB | 0 | 0 |
14 | Locked | QAM256 | 14 | 585000000 Hz | 2.3 dBmV | 37.3 dB | 55 | 2 |
15 | Locked | QAM256 | 15 | 591000000 Hz | 2.5 dBmV | 37.3 dB | 36 | 0 |
16 | Locked | QAM256 | 18 | 609000000 Hz | 2.6 dBmV | 37.3 dB | 11 | 0 |
17 | Locked | QAM256 | 21 | 627000000 Hz | 1.8 dBmV | 37.1 dB | 0 | 0 |
18 | Locked | QAM256 | 24 | 645000000 Hz | 1.3 dBmV | 36.9 dB | 0 | 0 |
19 | Locked | QAM256 | 25 | 651000000 Hz | 1.5 dBmV | 37.1 dB | 0 | 0 |
20 | Locked | QAM256 | 27 | 663000000 Hz | 1.3 dBmV | 36.8 dB | 0 | 0 |
21 | Locked | QAM256 | 28 | 669000000 Hz | 1.3 dBmV | 36.7 dB | 0 | 0 |
22 | Locked | QAM256 | 30 | 681000000 Hz | 1.2 dBmV | 36.6 dB | 0 | 0 |
23 | Locked | QAM256 | 31 | 687000000 Hz | 1.6 dBmV | 36.6 dB | 0 | 0 |
24 | Locked | QAM256 | 32 | 693000000 Hz | 1.3 dBmV | 36.5 dB | 0 | 0 |
Upstream Bonded Channels
Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
1 | Locked | ATDMA | 8 | 5120 Ksym/sec | 37400000 Hz | 51.5 dBmV |
2 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
3 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
4 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 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 |
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Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently
Event Log:
2023-5-31, 16:33:18 | Error (4) | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 15:26:28 | Warning (5) | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 15:26:24 | Notice (6) | Honoring MDD; IP provisioning mode = IPv4 |
2023-5-31, 15:26:13 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 15:25:40 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 15:25:40 | Warning (5) | MDD message timeout;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
1970-1-1, 00:00:59 | Warning (5) | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.0;CM-VER=3.0; |
1970-1-1, 00:00:57 | Notice (6) | Honoring MDD; IP provisioning mode = IPv4 |
1970-1-1, 00:00:49 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.0;CM-VER=3.0; |
1970-1-1, 00:00:41 | Notice (6) | WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT |
1970-1-1, 00:00:41 | Notice (6) | WiFi Interface [wl0] set to Channel 1 (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=80:cc:9c:0b:93:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
2023-5-31, 14:28:19 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 13:32:50 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 13:32:18 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 11:32:00 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 11:31:28 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 09:21:51 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 09:21:19 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 07:20:33 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 05:27:17 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 05:26:45 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 03:20:43 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 03:20:10 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-31, 01:22:51 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 23:29:48 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 23:29:15 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 21:34:32 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 21:33:59 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 19:40:52 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 19:40:20 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 17:46:08 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 17:45:35 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 15:42:35 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 15:42:03 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 13:35:46 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 13:35:13 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 11:28:42 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 11:28:10 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0; |
2023-5-30, 09:36:51 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.0;CM-VER=3.0; |
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Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently
@cakekey wrote:
I've contacted my ISP and they claim no issues on their end, only a weak connection that seems to be due to a hardware issue on our end.
What does that mean? Did they provide any details?
The connection at your end depends upon the quality of the signal that gets to you. They control that, not you.
While many questions about routers are generic and could be answered anywhere, some things need specialist knowledge.
You might get more help, and find earlier questions and answers specific to your device, in the appropriate section for your hardware. That's probably here:
Cable Modems & Routers
I will ask the Netgear moderator to move your message.
In the meantime you could visit the support pages:
Support | NETGEAR
Feed in your model number and check the documentation for your hardware. Look at the label on the device for the model number.
Check for various troubleshooting tips.
You may have done this already. I can't tell from your message.
I mention it because Netgear stopped supplying printed manuals and CD versions some years ago and people sometimes miss the downloads.
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Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently
Firmware is V1.03.01
I have devices across both 2.4GHz and 5GHz.
I live in a suburb, and thus have other property's wifi networks within range. On average, there are over a dozen.
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Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently
Power levels are with in spec:
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
However you have some Correctables and Uncorrecables that should be mostly zeros and you have lots of Critcials and Warnings and a Error that indicates a signal line issue from the ISP, that needs to be reviewed by the ISP and resolved by them:
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
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Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently
I've made another call and ISP will be sending a technician on 06/03 to investigate. ISP support saw no abnormal indications on their end at any point during this call, before or after performing the standard reboot and signal reset.
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Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently
Have them look at the event logs and the correctables and un-correctables.
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