Orbi WiFi 7 RBE973
Reply

Re: C7000-100NAS randomly drops internet connection

DarrenM
Sr. NETGEAR Moderator

Re: C7000-100NAS randomly drops internet connection

@DC_UK

 

Here is a list of the fimwares based on your ISP

 

http://kb.netgear.com/app/answers/detail/a_id/25477

 

@mbrandonlee

 

Was the tech able to find any issues as I do see some timeouts in your logs that are posted.

 

DarrenM

Message 26 of 120
mbrandonlee
Aspirant

Re: C7000-100NAS randomly drops internet connection

Still dropping a connection at least once a day. We have tried 3 different modems of the same model and they all drop. They have replaced the line going to my house, the connectors, and the drop line (the previous one had a staple that was a bit too tight, so we thought we found the problem...nope).

 

Right now we have the netgear set up and another modem that they provided to us. We're going to see if the connection still drops on the netgear, and if it does, does the other one have a dropped signal as well (they're on a splitter). If it is only the netgear, then we're just going to go with a different company and modem. It is clearly an issue with the firmware or device.

Message 27 of 120
DC_UK
Initiate

Re: C7000-100NAS randomly drops internet connection

So update. COMCAST came out to check the line and I get 230mbps when I use a cable, on wifi I get 17mbps. Did an online chat with Netgear, no fix. Called and took 45 mins. No fix. Called Best Buy to see if they'll take this rubbish back, nope.

Bottom line, get a new router and forget this company.
Message 28 of 120
8th_Day
Aspirant

Re: C7000-100NAS randomly drops internet connection

Need help.  The firmware release has not solved the issue with Comcast. We have Comcast Internet only since they started in Illinois area and never had cable TV.   Invested in the newer technology because you had a Comcast Certification, so I did not expect these types of issues.

 

With instructions, we can do and check anything.

 

Hardware Version

1.05
Mac & Windows Network
Firmware VersionV1.01.20

 Internet only - No Cable  - Comcast

 

Wireless is Itv and Roku

 

Loosing connections.

These events keep happening over and over again.

Fouter Event Log

 

1970-1-1, 00:00:39Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:d7:20:80;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:42Notice (6)WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:42Notice (6)WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:46Critical (3)No Ranging Response received - T3 time-out;CM-MAC=b0:7f:b9:d7:20:80;CMTS-MAC=00:01:5c:7f:9a:5a;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:51Notice (6)Honoring MDD; IP provisioning mode = IPv6
2016-6-27, 16:15:21Warning (5)Dynamic Range Window violation
2016-6-29, 09:47:55Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:d7:20:80;CMTS-MAC=00:01:5c:7f:9a:5a;CM-QOS=1.1;CM-VER=3.0;
2016-6-29, 09:47:55Warning (5)Dynamic Range Window violation
2016-6-29, 13:43:12Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:7f:b9:d7:20:80;CMTS-MAC=00:01:5c:7f:9a:5a;CM-QOS=1.1;CM-VER=3.0;


 

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 Channel741000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
IP Provisioning ModeHonor MDDhonorMdd(4)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1LockedQAM25619741000000 Hz3.1 dBmV39.7 dB1771
2LockedQAM2561633000000 Hz2.3 dBmV39.7 dB1288
3LockedQAM2562639000000 Hz2.2 dBmV39.5 dB2146
4LockedQAM2563645000000 Hz2.1 dBmV39.6 dB29115
5LockedQAM2564651000000 Hz1.8 dBmV38.7 dB2788
6LockedQAM2565657000000 Hz1.9 dBmV39.3 dB1862
7LockedQAM2566663000000 Hz2.2 dBmV39.5 dB4156
8LockedQAM2567669000000 Hz2.5 dBmV39.6 dB532
9LockedQAM2568675000000 Hz2.6 dBmV38.4 dB29141
10LockedQAM2569681000000 Hz2.8 dBmV39.7 dB1359
11LockedQAM25610687000000 Hz2.9 dBmV39.7 dB3835
12LockedQAM25611693000000 Hz3 dBmV39.8 dB2659
13LockedQAM25612699000000 Hz3 dBmV39.8 dB2333
14LockedQAM25613705000000 Hz2.9 dBmV39.8 dB1654
15LockedQAM25614711000000 Hz3 dBmV39.8 dB1040
16LockedQAM25615717000000 Hz2.9 dBmV39.8 dB4028
17LockedQAM25616723000000 Hz3.4 dBmV40.4 dB00
18LockedQAM25617729000000 Hz3.4 dBmV40.3 dB00
19LockedQAM25618735000000 Hz3.3 dBmV40.2 dB00
20LockedQAM25620747000000 Hz3.6 dBmV40.3 dB00
21Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
22Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
23Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
24Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1LockedATDMA815120 Ksym/sec36400000 Hz45 dBmV
2LockedATDMA825120 Ksym/sec29500000 Hz44 dBmV
3LockedATDMA835120 Ksym/sec22600000 Hz42.3 dBmV
4Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
 
Current System Time:Wed Jun 29 15:05:57 2016
Model: C7000|Nighthawk - AC1900 WiFi Cable Modem Router
Message 29 of 120
8th_Day
Aspirant

Re: C7000-100NAS randomly drops internet connection

Additional error just moments ago

 

2016-6-29, 15:05:51Notice (6)WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE

 

This happened between two other errors dated  2016-06-27

 

1970-1-1, 00:00:42Notice (6)WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:42Notice (6)WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT

 

Remember that only iTV and Roku are wireless

 

Thank you

Model: C7000|Nighthawk - AC1900 WiFi Cable Modem Router
Message 30 of 120
garybaird
Tutor

Re: C7000-100NAS randomly drops internet connection

I am having the same (or similar) issue. I converted from a Surfboard SB6121/Netgear WNDR4500 combination to a Netgear C70000 modem/router combo less than two months ago. Since then I have constant drops and reconnects. Which wouldn't be that terrible if my virtual desktop (connected by Cisco AnyConnect VPN) refuses to allow tunnel reconnect. So, I have to log all the way back in via an RSA token. At the same time my Cisco IP phone (with built in VPN) drops and has to go through a re-registration process. This really blows because this is my home office. Very often, I will be presenting from my virtual desktop and speaking on my IP phone. Then... I'm gone and have to spend time joining my own webex conference.

 

My live chat with support was a joke. The rep asked me to go ask IT for the proper VPN settings. I ask to please tell me where I can find the VPN settings on this C7000. Crickets for a few minutes and then I was told there are no VPN settings available for this router - I knew this already. Still, the person said they could not help me unless I got the VPN settings from IT. I told the rep I had a better solution: 1) write off my $214 investment as a lesson learned - never buy Netgear again and 2) throw C7000 in the trash and 3) hook up my old modem and router until I can buy better solution.

 

Model: C7000|Nighthawk - AC1900 WiFi Cable Modem Router
Message 31 of 120
RedGeek80
Aspirant

Re: C7000-100NAS randomly drops internet connection

I have been having this problem as well recently. At one point i could watch a movie through amazon prime with no problem then all of a sudden i can't through 20 minutes without having to deal with the dropped internet. I really hope this issue can get fixed.

Message 32 of 120
Yoe-F30
Initiate

Re: C7000-100NAS randomly drops internet connection

Where are we on this. Any solution yet? At this point I think I might have to go back to use the rent moden from comcast that dealing with this. Does any one know if just using the moden on the c7000 will drop connection 2?

Thanks

Message 33 of 120
NCsandhills
Guide

Re: C7000-100NAS randomly drops internet connection

Based on experience of myself and others reporting and complaining about the same issue, and similar comments from ISPs, it is unlikely that the problem is a "software issue". Instead, it may well be a combination of a defective component and/or interference on the circuit board level. Since the "problem" experienced with the initial production units can not be resolved by NetGear through software settings or upgrades, it would seem that these units will remain unreliable and can not be "fixed". Since "replacement units" from current production may also have the same manufacturing and/or design defects, that route may not resolve the problem.   

Model: C7000|Nighthawk - AC1900 WiFi Cable Modem Router
Message 34 of 120
Drew2
Star

Re: C7000-100NAS randomly drops internet connection

Sad that so many people have had this problem with this product.  It's fustrating that Netgear thinks they can hide the problem and eveything will be okay.   I've related my problems with the  C7000-100NAS on several sites hoping to find a solution.  As far as I can tell the problem is wider than this 'support' would indicate. The response from Netgear is crickets.  The only thing to do is suck it up and buy a different brand modem/router.  At least that's what I had to do.

 

There's an old saying;

Fool me once shame on me

Fool me twice ... well that not going to happen to me with Netgear

Message 35 of 120
rmacbeth
Apprentice

Re: C7000-100NAS randomly drops internet connection

Still getting lags in Internet use but no errors are posted and even had Comcast out to look at it and they have not seen any issues either.  Without any posted errors and being intermittent it makes it very hard to diagnose.  The slow down happens most of the time in the middle of the day.

Message 36 of 120
NCsandhills
Guide

Re: C7000-100NAS randomly drops internet connection

Some web sites have "streaming issues" (capacity, blocked, etc.). However, some ISP's may be responsible as well.  Some ISP's limit the streaming rate of an "initial request" during certan times of the day, then may increase the streaming rate on each subsequent request, finally ending with the rate promised with your contract.  One way to tell, use SpeedTest.net to check sequential requests.  If the repeated tests start with low rates and continue to increase, then it is most likely the ISP.  Another "fix" is to reboot the router/modem via the router's URL (or unplug if convenient), and observe if that restores rates.  Check the "Ping" response - too long may indicate an ISP issue (line, signal, etc.).

Message 37 of 120
tomsdiner39
Initiate

Re: C7000-100NAS randomly drops internet connection

I'm having the same issues, I had Comcast out half a dozen times and they have done everything they can to try and fix, when they show up no issies are found, but they have removed splitters, replaced the ends on cables, boosted the signal with an amplifier. Still happens, been happening ever since I bought the modem, now I'm starting to believe it;s the modem not Comcast.

Message 38 of 120
garybaird
Tutor

Re: C7000-100NAS randomly drops internet connection

It is not Comcast. C7000, a $220 asset, is in my closet now. I have written it off ass a loss and lesson learned. I almost threw it away or lit it on fire in protest. But, I chose to keep it around as a reminder. I replaced my setup with ASUS gear and all is fine.  I have always had Netgear everything. Since their total lack of concern about this known issue I will never buy another. I was recently in the market of a wireless repeater for another location that has a lot of obstruction. Pretty much the only game in town was Netgear. I decided to run ethernet wiring instead.

 

Trust me. It is the modem/router and they do not care.

Model: C7000|Nighthawk - AC1900 WiFi Cable Modem Router
Message 39 of 120
Drew2
Star

Re: C7000-100NAS randomly drops internet connection

If anyone is in doubt, go to dslreports.com/speedtest  run the test a few times  and click on "see full data in table".   You will see that fewer channels are bonding than the modem interface reports.

 

With the right software you can make anyone see what you want them to see - just ask VW

Message 40 of 120
NCsandhills
Guide

Re: C7000-100NAS randomly drops internet connection

I ran the test on "https://www.dslreports.com/speedtest/".  Great testing site, with lots of information.  I experienced the same change in download rates as reported before - initial test was low, second test was per contract with TWC, nearly a 5-fold change in the download rate of the initial try.  So, I still conclude that "If the repeated tests start with low rates and continue to increase, then it is most likely the ISP."  If this is casued by the router/modem - I have yet to determine how/why.

Message 41 of 120
Yoe-F30
Initiate

Re: C7000-100NAS randomly drops internet connection

Guys,

Don't how but mine got fixed. Has been almost 2 months now without a single drop, at least when I'm at home playing and streaming 4k content. Comcast came and changed all my cables ends and the filter between the post line and the house. Before I was getting -8 dbmv on 3 channels locked. Now is +7.5 dbmv with 16 channel locked for downstream and 3 channels for upstream as before. Don't know if this was the issue as you some off you guys have done it before. Mine got fixed for now. Knock on wood.

 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel663000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
IP Provisioning ModeHonor MDDhonorMdd(4)

 

Downstream Bonded Channels

ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM2562663000000 Hz7.4 dBmV39.8 dB4287854929
2LockedQAM2561657000000 Hz7.5 dBmV39.9 dB4696039266
3LockedQAM2563669000000 Hz6.9 dBmV39.7 dB4331322189
4LockedQAM2564675000000 Hz6.7 dBmV38.5 dB4800438624
5LockedQAM2565681000000 Hz6.8 dBmV39.6 dB4285948958
6LockedQAM2566687000000 Hz6 dBmV39.3 dB4632327838
7LockedQAM2567693000000 Hz5.8 dBmV39.2 dB4654356253
8LockedQAM2568699000000 Hz5.8 dBmV39.2 dB4016651342
9LockedQAM2569705000000 Hz5.5 dBmV39 dB4619034510
10LockedQAM25610711000000 Hz5 dBmV38.9 dB4358664671
11LockedQAM25611717000000 Hz5.6 dBmV39.1 dB3859842897
12LockedQAM25612723000000 Hz5.9 dBmV39.2 dB4415037057
13LockedQAM25613729000000 Hz5.4 dBmV39 dB4254456421
14LockedQAM25614735000000 Hz5.6 dBmV39.1 dB3757627004
15LockedQAM25615741000000 Hz6.1 dBmV39.3 dB4338741498
16LockedQAM25616747000000 Hz5.8 dBmV39.2 dB3903352136
17Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
18Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
19Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
20Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
21Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
22Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
23Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
24Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
 

Upstream Bonded Channels

ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA815120 Ksym/sec34800000 Hz43 dBmV
2LockedATDMA825120 Ksym/sec27900000 Hz41 dBmV
3LockedATDMA835120 Ksym/sec21000000 Hz39.8 dBmV
4Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
 

Current System Time:Thu Sep 08 09:57:55 2016

 

Message 42 of 120
NCsandhills
Guide

Re: C7000-100NAS randomly drops internet connection

Check out this link for details about "power levels".

 

The specification for downstream power level is -15 dBmV to +15 dBmV for cable modems. A value of -7 dBmV or worse indicates a poor downstream signal path. An installation technician would aim for a value close to the optimal 0 dBmV, but a good cable modem is capable of working within the broader range of -10 to +10 dBmV, provided the downstream Signal to Noise Ratio remains good enough. Additionally all downstream channels should be within a +/-2db window with respect to each other.

 

http://kb.netgear.com/app/answers/detail/a_id/24311/~/power-level-guidelines-for-a-netgear-cable-mod...

 

Looks as if you still have a problem with correctables / noncorrectables.

 

Try using "https://www.dslreports.com/speedtest" for additional information about how well your connection is working.

Message 43 of 120
Drew2
Star

Re: C7000-100NAS randomly drops internet connection

Look at channels available / channels synced (bonded)   When you get advertized rate (for example 300mb down)  it will be 24/16.   At less that advertized rate, say 100mb down it's 24/6  on the dslreport speed test -  even though the modem still says 24/16 channels are bonded/synced.

Message 44 of 120
dlf_texas
Aspirant

Re: C7000-100NAS randomly drops internet connection

I too had internet drop issues.

I had very similar power levels to the ones you posted. I see also that you have a ton of uncorrectable errors which was what I had also.

I focused my efforts on eliminating the uncorrectable errors. I read in other places that the ideal downstream power level is 0db and upstream should not be more than 50db. My levels were 4db to 6db downstream and 45db~46db upstream so I decided to try a 3db attenuator. Since I installed the 3db attenuator a few weeks ago I have not seen any unrecoverable errors. My downstream power levels are all below 3db now and my upstream levels are 47db~49db. I bought the 3db attenuator on Amazon for about $9. I will post here again if problems return. If you don't hear from me it means it is still working fine.

 

One other note, with so many uncorrectable errors you might have physical connection issues. Check all coax connections to make sure they are snug.

Model: C7000|Nighthawk - AC1900 WiFi Cable Modem Router
Message 45 of 120
dlf_texas
Aspirant

Re: C7000-100NAS randomly drops internet connection

Well, I just found out my teenage boys have been reseting the modem on a regular basis.

So my fix was not a fix after all.

Back to debug mode!

Message 46 of 120
tomsdiner39
Initiate

Re: C7000-100NAS randomly drops internet connection

I got Netgear to replace my router after 2 phone calls, has been up for 12 days now with no reboots. I was resetting the router on a daily basis, somethimes 2 or 3 times a day when it would lock up, now it is ok, so far no reboots needed. Very fustrating process.

Went through a lot of time and expense having Comast out 6 times trying to fix, and it turns out all along it looks like it was the router.

Model: C7000|Nighthawk - AC1900 WiFi Cable Modem Router
Message 47 of 120
NCsandhills
Guide

Re: C7000-100NAS randomly drops internet connection

It is often very difficult to determine if the modem-router is at fault (unstable, corrupted OS, etc.) or if the problem is caused by the ISP (throttled streaming, downgraded service, etc.). Thus, IT folks always suggest to "reset" the device, which often seems to correct the problem. In this case, the "reset" performs two functions. It clears any faults in the modem-router's operation, restoring all parameters; and reestablishes the ISP connection, restoring the identity and service subscription of the customer. And thus, download speeds and stable service are restored.

As in many cases, "engineering solutions" to such problems can be both "simple and effective". In this case, a universal solution to both potential causes would be to install a timer, which will shut off the modem-router and then it turn back on, automatically restoring/resetting modem-router performane and ISP subscription identity. For example, set the timer to turn off the modem-router at 3am, and restart at 4am, when no one requires internet access -- or some other convenient off-on setting (and "off time duration"). In some cases, the "timer reset" may be required several times during the day, again coordinated with need for internet access. This solution is elegant, simple and automatic. And, for those concerned about the ecosystem - it may save energy and reduce greenhouse gas emmissions. 

Model: C7000|Nighthawk - AC1900 WiFi Cable Modem Router
Message 48 of 120
rmacbeth
Apprentice

Re: C7000-100NAS randomly drops internet connection

The problem got worse after Comcast again came out and repaced the spliter again.  Talking with Comcast they have now taken the C7000-1000NAS off the list of router/modem they would support.  They came out and put in a new cisco router for free (no monthly charges) and we have not had one problem since.  We now have a high price paper weight with the C7000-100NAS trying to sell it.

Message 49 of 120
Rreckr
Aspirant

Re: C7000-100NAS randomly drops internet connection

Having the same problems here and it is getting very frustrating.

Message 50 of 120
Discussion stats
Announcements

Orbi WiFi 7