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Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

chrisnh03
Tutor

Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

I have a Nighthawk AC1900 WiFi Cable Modem Router with xfinity internet service that intermittently drops offline.  I called Netgear when I this first happened at the time of purchase (modem is about 6 months old) and they told me its because my dBmV range needs to be over .3 (maybe .5?) for all channels.  They had me plug my modem in different outlets to see if the power would increase, however it pretty much stayed in the same dBmV range.  Ive pasted a screenshot of the channels below.  Ill admit, Im no expert when it comes to these things.  I asked the Netgear rep if there was anything I could do and all she said was to keep trying different outlets in the house.  I tried a bunch but no luck.  The modem for a few months after talking with netgear worked fine, but now over the past couple months since , has been intermittently dropping.  Anyone else have this same issue and if so, any solutions????

 

Appreciate the help from anyone that has experienced this.

 

 

Annotation 2022-03-11 113052.jpg

 

 

Model: C7000|Nighthawk - AC1900 WiFi Cable Modem Router
Message 1 of 14
FURRYe38
Guru

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

Looks to be with in spec:

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

 

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. 
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

My Setup ISP SparkLight | Internet Cable 1000↓/50↑ CAX80 Modem Mode  | Wifi Router RAXE500 and RBKE963; Router mode | Switches NG GS105/8, GS308v3, GS110MX and XS505M | Additional NG HW: C7800/CAX30/CAX80/CM1100/CM1200/CM2000, Orbi: CBK40, CBK752, RBK50, RBK853, RBK752, RBK953, SXK30 | NightHawk: MK63, R7000, R7800, R7960P, R8000, RAXE500, RAX120v2, RAX50v2, XR450/500/700/1000, EX7500/EX7700

Message 2 of 14
plemans
Guru

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

Your power is spot on and you have no errors currently. but thats just a snap shot. 

Got a screen snip of the event logs? and the upstream info? 

Current setup: CM2000-> RBKE963B-> Trendnet TEG-S380-> GS716T-> pi-hole
also in AP setup: RAXE500->EAX80
1.4gig download/50mbps upload from Xfinity
We’re members of the public helping out on our own time.
Message 3 of 14
chrisnh03
Tutor

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

Thanks for the feedback.  I couldve sworn the Netgear rep I spoke with said the power shoudl be .5 dBmV...but maybe Im not remembering correctly.  I shouldve put in my original post, the first thing I did when getting connection issues was have the ISP come out and check out the lines.  Everything according to them is good.  They checked the signal to the modem and there are no splitters at all in the house.  I didnt ask them specifically if they provisioned the modem correctly so I can check on that.  I also can check to see if RG6 is being used.  Thanks for the advice...much appreciated.  Ill check out the links you posted as well.

Message 4 of 14
chrisnh03
Tutor

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

Thanks for the feedback plemans.  As I mentioned in a previous reply, I couldve sworn the Netgear rep told me the downstream power needs to be at .5...buy maybe Im not rembering the conversation well.  Either way, upstream info and event logs are below. 

 

Thanks for looking

 

 

upstream.jpg

 

Message 5 of 14
chrisnh03
Tutor

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

 
Message 6 of 14
plemans
Guru

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

do you have your upstream power levels? 

The downstream are spot on but your logs have a daily connection issue. 

Current setup: CM2000-> RBKE963B-> Trendnet TEG-S380-> GS716T-> pi-hole
also in AP setup: RAXE500->EAX80
1.4gig download/50mbps upload from Xfinity
We’re members of the public helping out on our own time.
Message 7 of 14
chrisnh03
Tutor

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

yea, here are the upstream.   Having issues posting pictures for some reason so will attach a screenshot of the upstream

Message 8 of 14
plemans
Guru

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

how frequently is it dropping? 

Your logs indicate a line issue about once a day. 

Current setup: CM2000-> RBKE963B-> Trendnet TEG-S380-> GS716T-> pi-hole
also in AP setup: RAXE500->EAX80
1.4gig download/50mbps upload from Xfinity
We’re members of the public helping out on our own time.
Message 9 of 14
chrisnh03
Tutor

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

yea, about once a day for the past week...there were months before that it never happened.  Just this past week its been once a day...and actually today its been multiple times.

Message 10 of 14
plemans
Guru

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

Your logs had indicated the once a day. does the log where it happens multiple times show similar? 

Current setup: CM2000-> RBKE963B-> Trendnet TEG-S380-> GS716T-> pi-hole
also in AP setup: RAXE500->EAX80
1.4gig download/50mbps upload from Xfinity
We’re members of the public helping out on our own time.
Message 11 of 14
chrisnh03
Tutor

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

Here is the event log from today where Ive had multiple connectivity drops.  Showing the same type of erros, mostly T3 and T4 timeouts.  I dont know enough if this is a model or ISP issue.  Like I mentioned earlier, the first sign of this about 6 months ago I had comcase come out here but they basically said everything in the line looks good.  I didnt have any of the below informaiton to give them at the time though.

 

TimePriorityDescription
2022-3-11, 01:13:17Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.1;CM-VER=3.0;
2022-3-11, 01:14:21Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.1;CM-VER=3.0;
2022-3-11, 01:15:28Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.1;CM-VER=3.0;
2022-3-11, 07:15:36Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.1;CM-VER=3.0;
2022-3-11, 07:16:41Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.1;CM-VER=3.0;
2022-3-11, 07:17:42Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.1;CM-VER=3.0;
2022-3-11, 08:05:09Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.1;CM-VER=3.0;
2022-3-11, 08:56:54Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.1;CM-VER=3.0;
2022-3-11, 08:57:04Critical (3)No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.1;CM-VER=3.0;
2022-3-11, 08:57:36Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.1;CM-VER=3.0;
2022-3-11, 13:12:15Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.1;CM-VER=3.0;
2022-3-11, 13:29:51Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.0;CM-VER=3.0;
2022-3-11, 13:30:09Notice (6)Honoring MDD; IP provisioning mode = IPv6
2022-3-11, 13:30:46Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:09:11:a0;CMTS-MAC=00:90:f0:56:00:00;CM-QOS=1.1;CM-VER=3.0;

 

 

Message 12 of 14
plemans
Guru

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

those errors are all line issues. 

Does it totally rule out the modem being the issue? No. could be something internal to the modem causing a connection issue.

but they tend to indicate the line being the problem. 

Current setup: CM2000-> RBKE963B-> Trendnet TEG-S380-> GS716T-> pi-hole
also in AP setup: RAXE500->EAX80
1.4gig download/50mbps upload from Xfinity
We’re members of the public helping out on our own time.
Message 13 of 14
chrisnh03
Tutor

Re: Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

Thanks plemans for the help and revewing my info.  Im going to call comcast, with the event log info and see if I can get anywhere with them.

 

much appreciated

Message 14 of 14
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