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Forum Discussion

ecbaroni's avatar
ecbaroni
Tutor
Sep 30, 2022

C7000 Nighthawk Packet Loss, High Ping and Frequent disconnections

Hey all, I've been having issues with my c7000 router. The same issues happen whether connected wirelessly or via ethernet. High ping, packet loss and frequent disconnections. Happens when streaming,...
FURRYe38's avatar
FURRYe38
Guru - Experienced User
Sep 30, 2022

You have lots of correct and un-correctables that should be zero.

 

Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-router

 

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-Modems/m-p/1530376#M12853
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

ecbaroni's avatar
ecbaroni
Tutor
Sep 30, 2022

There are no coax cable line splitters in the between the modem and ISP service box.

 

I'll have the ISP check the signal and line quality UP to the modem and ask the ISP to provision the modem correctly. How can I ensure it is provisioned correctly? 

 

Copy/pasted requested data below:

 

Event Log: 

TimePriorityDescription
2022-9-30, 13:07:54Notice (6)WiFi Interface [wl1] set to Channel 48 (Side-Band Channel:N/A) - Reason:INTERFERENCE
2022-9-30, 13:07:53Notice (6)WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
2022-9-30, 13:07:51Notice (6)WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:5) - Reason:GUI
2022-9-30, 03:37:52Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:37:02Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:36:59Notice (6)Honoring MDD; IP provisioning mode = IPv4
2022-9-30, 03:36:49Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:36:48Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:36:00Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:35:55Critical (3)No Ranging Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:35:47Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:35:46Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:34:58Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:34:38Critical (3)No Ranging Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:34:32Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:34:30Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:34:10Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:34:07Notice (6)Honoring MDD; IP provisioning mode = IPv4
2022-9-30, 03:33:58Critical (3)No Ranging Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:33:43Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:33:41Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:33:21Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:33:18Notice (6)Honoring MDD; IP provisioning mode = IPv4
2022-9-30, 03:33:10Critical (3)No Ranging Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:33:05Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:33:03Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:32:42Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:32:36Notice (6)Honoring MDD; IP provisioning mode = IPv4
2022-9-30, 03:32:24Critical (3)No Ranging Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:32:16Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:32:08Critical (3)16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:32:08Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:32:08Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:31:44Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:31:16Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:31:08Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:30:44Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:30:37Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:30:17Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:30:17Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;

 

 

Cable Connection:

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel363000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityDisabledDisabled
IP Provisioning ModeHonor MDDhonorMdd(4)
 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25617363000000 Hz6.2 dBmV38.7 dB17532732520
2LockedQAM2561267000000 Hz5.9 dBmV38.6 dB22070055152
3LockedQAM2562273000000 Hz6 dBmV38.5 dB21755753716
4LockedQAM2563279000000 Hz5.6 dBmV38.3 dB22249954850
5LockedQAM2564285000000 Hz5.7 dBmV38.1 dB21674750715
6LockedQAM2565291000000 Hz5.2 dBmV38.2 dB20797449645
7LockedQAM2566297000000 Hz5.4 dBmV38.4 dB19859545455
8LockedQAM2567303000000 Hz5.1 dBmV38.5 dB19872544907
9LockedQAM2568309000000 Hz4.8 dBmV38.5 dB19594242115
10LockedQAM2569315000000 Hz4.9 dBmV38.6 dB18543639142
11LockedQAM25610321000000 Hz4.9 dBmV37.8 dB19055839708
12LockedQAM25611327000000 Hz5.6 dBmV39 dB17500033965
13LockedQAM25612333000000 Hz5.7 dBmV39 dB16149929514
14LockedQAM25613339000000 Hz5.7 dBmV38.9 dB15831428050
15LockedQAM25614345000000 Hz5.9 dBmV38.8 dB14956525964
16LockedQAM25615351000000 Hz5.8 dBmV38.7 dB13895723405
17LockedQAM25616357000000 Hz4.9 dBmV38.6 dB00
18LockedQAM25618369000000 Hz5 dBmV38.9 dB00
19LockedQAM25619375000000 Hz5.1 dBmV39 dB00
20LockedQAM25620381000000 Hz4.9 dBmV39 dB00
21LockedQAM25621387000000 Hz4.9 dBmV39 dB00
22LockedQAM25622393000000 Hz5 dBmV39.3 dB00
23LockedQAM25623399000000 Hz4.6 dBmV39 dB00
24LockedQAM25624405000000 Hz4.8 dBmV39.4 dB00
 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA15120 Ksym/sec38400000 Hz44.4 dBmV
2LockedATDMA25120 Ksym/sec32000000 Hz45 dBmV
3LockedATDMA35120 Ksym/sec25600000 Hz45 dBmV
4LockedATDMA45120 Ksym/sec19200000 Hz43.5 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
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Fri Sep 30 14:01:24 2022
System Up Time:1 day 03:10:16
  • FURRYe38's avatar
    FURRYe38
    Guru - Experienced User
    Sep 30, 2022

    You have lots of Criticals that the ISP needs to review and resolve. 

    • ecbaroni's avatar
      ecbaroni
      Tutor
      Sep 30, 2022

      So there is nothing I can do to resolve this?

       

       

       

      • FURRYe38's avatar
        FURRYe38
        Guru - Experienced User
        Sep 30, 2022

        Aside checking all cabling, connections and fittings, ISP needs to look into this...