Orbi WiFi 7 RBE973
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Re: CM1200 Dropping Connection

Ashhan
Guide

CM1200 Dropping Connection

For the past 2-3 weeks my internet connection has been spotty, my connection drops about 3-4 per hour, for durations of 45 seconds - 5 minutes. Getting high ping/bad connection in games, media streaming is spotty and choppy etc. I read a lot of people recommending having a technician to come out and look at the connections coming into my house. Earlier today I did just that, and a technician came and to my surprise he ran a new cable from their box to my house, and straight into my modem. Alas nothing has changed. I was hopeful as for a few hours the connection was great, consistent, and strong. Started playing some video games and once again, bad connection.

 

Here is a picuture of my logs: https://imgur.com/a/Mk2Y4vW 

Model: CM1200|Nighthawk Multi-Gig Speed Cable Modem
Message 1 of 12
Ashhan
Guide

Re: CM1200 Dropping Connection

Here is the cable connection log:

 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel453000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
IP Provisioning ModeIPv6 Onlyipv6Only(1)
 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM2561453000000 Hz6.2 dBmV43.6 dB00
2LockedQAM2562459000000 Hz6.1 dBmV43.4 dB00
3LockedQAM2563465000000 Hz6.5 dBmV43.6 dB00
4LockedQAM2564471000000 Hz6.6 dBmV43.4 dB00
5LockedQAM2565477000000 Hz7 dBmV43.2 dB00
6LockedQAM2566483000000 Hz7.1 dBmV43.6 dB00
7LockedQAM2567489000000 Hz7.3 dBmV43.7 dB00
8LockedQAM2568495000000 Hz7.3 dBmV43.7 dB00
9LockedQAM2569507000000 Hz7.6 dBmV43.7 dB00
10LockedQAM25610513000000 Hz7.7 dBmV43.7 dB00
11LockedQAM25611519000000 Hz8 dBmV43.8 dB00
12LockedQAM25612525000000 Hz7.8 dBmV43.6 dB00
13LockedQAM25613633000000 Hz7.9 dBmV42.7 dB00
14LockedQAM25614639000000 Hz6.9 dBmV42.4 dB00
15LockedQAM25615645000000 Hz8.1 dBmV42.9 dB00
16LockedQAM25616651000000 Hz8.2 dBmV42.9 dB00
17LockedQAM25617657000000 Hz8.2 dBmV43 dB00
18LockedQAM25618663000000 Hz8.2 dBmV42.8 dB00
19LockedQAM25619669000000 Hz8.1 dBmV42.8 dB00
20LockedQAM25620675000000 Hz8 dBmV41.9 dB00
21LockedQAM25621681000000 Hz8.2 dBmV42.8 dB00
22LockedQAM25622687000000 Hz8.2 dBmV42.9 dB00
23LockedQAM25623693000000 Hz8.2 dBmV43 dB00
24LockedQAM25624699000000 Hz8.2 dBmV43 dB00
25LockedQAM25626705000000 Hz8.2 dBmV43 dB00
26LockedQAM25627711000000 Hz8 dBmV42.9 dB00
27LockedQAM25628717000000 Hz8.2 dBmV42.9 dB00
28LockedQAM25630729000000 Hz8.1 dBmV42.7 dB00
29LockedQAM25631735000000 Hz7.9 dBmV42.5 dB00
30LockedQAM25632741000000 Hz8.2 dBmV42.8 dB00
31LockedQAM25633747000000 Hz7.9 dBmV42.4 dB00
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA335120 Ksym/sec17800000 Hz48.8 dBmV
2LockedATDMA345120 Ksym/sec24200000 Hz48.8 dBmV
3LockedATDMA355120 Ksym/sec30600000 Hz49 dBmV
4LockedATDMA365120 Ksym/sec37000000 Hz49.3 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
 
Downstream OFDM Channels
ChannelLock
Status
Modulation /
Profile ID
Channel
ID
FrequencyPowerSNR /
MER
Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
1Locked0 ,1 ,225266000000 Hz6.9 dBmV43.9 dB148 ~ 394796631055309402230
2Not Locked000 Hz0 dBmV0.0 dB0 ~ 4095000
 
Upstream OFDMA Channels
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not Locked000 Hz0 dBmV
2Not Locked000 Hz

0 dBmV

Message 2 of 12
plemans
Guru

Re: CM1200 Dropping Connection

do you have an amplifier in your line? 

Your downstream signal is very strong which usually indicates you're close to a hub. 

But your upstream signal is high and that usually indicates you're quite a ways away from the hub. 

 

So I'm curious why its not balanced properly. 

Message 3 of 12
Ashhan
Guide

Re: CM1200 Dropping Connection

As far as I know, we do not have an amplifier in the line.

Message 4 of 12
plemans
Guru

Re: CM1200 Dropping Connection

check it for amplifiers or even for splitters. 

Sometimes causing the power imbalance. And while technically both are in spec for power levels, they don't make sense. 

Message 5 of 12
Ashhan
Guide

Re: CM1200 Dropping Connection

Where would I look for amplifiers or splitters?

 

I had a "technician" from my ISP come out a few days ago and he ran a new line from outside into my house, but that seemed to change nothing. Is there anything specific I should bring up to the next "technician" that comes by?

Message 6 of 12
plemans
Guru

Re: CM1200 Dropping Connection

Are you directly connected to the new line that is coming in? It runs directly from the outside to in the home and connected to the modem? Nothing else connected? No splitters, amplifiers, signal attenuators or anything? 

Message 7 of 12
Ashhan
Guide

Re: CM1200 Dropping Connection

Within my house, yes the cable that runs from outside comes directly into my modem. I will go and take a look outside to see what the situation out there is looking like.

Message 8 of 12
Ashhan
Guide

Re: CM1200 Dropping Connection

Upon a quick look outside, I did find this device that looks like an amplifier (from photos i've looked at), only catch is, is that the device is in no way connected to the line that comes into my house.

 

The line that comes into my house goes from the back of my modem, through the wall to outside, up the wall outside, and then to what I can only imagine is the ISP's "box".

 

https://imgur.com/a/huSJviM 

Message 9 of 12
plemans
Guru

Re: CM1200 Dropping Connection

Thats just a splitter. 

Not sure what to tell you. You power levels are "in spec" 

LIke I said, they just don't make much sense though. 

Maybe it is a bad modem, did you try a different one. 

Message 10 of 12
Ashhan
Guide

Re: CM1200 Dropping Connection

I haven't tried a different one, no. I only have access to the one that I am currently using.

 

So from the charts and data, the signals and power levels look good? (I have no idea what I am looking at). In other words, should I be contacting my ISP again to resolve some sort of issue on their end, or is the most likely the modem/hardware that I have?

Message 11 of 12
plemans
Guru

Re: CM1200 Dropping Connection

You're caught in a catch-22. I dont' have a good answer for you. 

The power levels look technically good if not quite in balance. But still in spec.

the logs indicate issues. 

But it could be line issues. Or i could be the modem having issues. Its not something I can tell you without testing it. 

So I don't know know what to tell you. some ISP's start charging you for visits if it isn't actually a line issue. 

Not sure if yours does or not. So do you take the chance and have the ISP come out again or do you buy a different modem and see if its a modem issue? I can't tell you which to do. 

Message 12 of 12
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